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Jack

Entrou em 30 de nov. de 2021

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Última atividade em 19 de jul. de 2024

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Jack criou uma publicação,

Publicação Q&A - Tickets and email

We respond to many Messaging tickets daily, but our agents must use up their valuable time assigning the ticket to themselves and updating the status, before being able to respond to the Customer. 

Is there a way to streamline this? It seems like an awful lot of clicks unnecessarily. 

Publicado 19 de jul. de 2024 · Jack

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Jack criou uma publicação,

Publicação Q&A - Chat, messaging, and widgets

Hi All. 

I hope someone may be able to shed some light on this. 

One of our Dashboards shows us the number of agents currently Online and available to take incoming calls. However, the number includes those that are already On Call. 

This isn't ideal as it leads us to beleive agents are free to take calls when they aren't. 

Does anyone has any suggestions of ways to make this more accurate?

Publicado 23 de mar. de 2023 · Jack

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Jack comentou,

ComentárioHow to manage social messaging channels

Hi All, 

Despite having removed all previous Facebook accounts from Zendesk, I am still getting the error that the Facebook Messaging Channel could not be added. 

Please help. 

Exibir comentário · Publicado 09 de nov. de 2022 · Jack

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Jack criou uma publicação,

Publicação Q&A - Chat, messaging, and widgets

Good morning. 

We are seeing a number of instances where customers are returning to existing messaging conversations outside of our business hours and they are not recieveing any message to say that our office is currently closed. 

I have checked Flow Builder and everything is setup correctly, the appropriate Schedule is also in place. 

This is causing understandable frustration for customers who expect a reply. 

Example below, you will see no further message was sent after the customers message. This message was sent on a day we are closed and would not reopen for 24 hours. 



Does anyone know how to rectify this. 

Publicado 11 de jul. de 2022 · Jack

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Jack comentou,

ComentárioExplore recipes

Good morning. 

When creating the metric as shown in the article I am preented with records for agents who were not working on the date I have specified. 

It seems that if a ticket number recieved an update that day the metric will present all of the time information for every interaction since that ticket was created, with the last piece of data being the most recent. 

Is it possible to only see the updates made by the person who updated it most recently? The person who updates the ticket may not be the person it is assigned to either. 

Thank you for any support that is given 

Exibir comentário · Publicado 05 de jul. de 2022 · Jack

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Jack comentou,

ComentárioLive chat agent guide

Hi Aimee Spanier

Do you now how to prevent this from happning in Zendesk Messaging? Our customers use a lot of Gift Cards for transactions and the number format is the same as a credit or debit card which results in the numbers being obscured in the chat, which we do not want. 

Exibir comentário · Publicado 23 de mai. de 2022 · Jack

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Jack criou uma publicação,

Publicação Q&A - Reporting and analytics

Good Afternoon everyone. 

I hope someone can assist. 

I am trying to generate an Explore report that shows me the time that it shows me how long it took the person with the most recent action on the ticket to complete the action. But not based on Assignee.

An example. Dave sent a reply to a customer on a ticket assigned to Barry. I would like to know see how long it took for Dave to send his reply to this ticket. 

I have been able to find reports based on Assignee but not based on the person who actioned the ticket. 

Thank you in advance of any help given. 

Publicado 14 de abr. de 2022 · Jack

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Jack criou uma publicação,

Publicação Q&A - Help center and community

Good Afternoon. 

We are looking to intergrate our Zendesk Guide/Help Center in to our existing website but currently use i-frames which Zendesk is not compatible with. 

Does anyone have any advice of suggestions on how we can display our help desk in a currently established website page based on i-frames?

Thank you for any suggestions

Publicado 19 de jan. de 2022 · Jack

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Jack comentou,

ComentárioThird party and social messaging channels

Good Afternoon. 

I am wondering how I would go about creating a seperate view for these Instagram messages/chats so that we can have better visibility of them?

Exibir comentário · Publicado 10 de jan. de 2022 · Jack

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Jack criou uma publicação,

Publicação Feedback - Chat and Messaging (Chat)

Hi All, 

Over recent weeks we have seen the number of customers waiting to chat with us increase week on week. 

There are articles that state that the queue size limit is hard coded to a maximum of 30 and that this limit can not be changed. We are seeing daily averages of 40+ people waiting to chat with us

Does anyone know anyway of setting a limit to the number people waiting in the queue? 

Thank you inadvance for any support. 

Publicado 13 de dez. de 2021 · Jack

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