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Jalle van Goor den Oosterlingh | RealConnections NL

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    Jalle van Goor den Oosterlingh | RealConnections NL comentou,

    Edit: Same goes for tickets put through to the web form via the "leave a message" functionality. End-users have the tendency to feel like Agents know what the conversation between them and the Answ...

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    Jalle van Goor den Oosterlingh | RealConnections NL comentou,

    Hi there,  Is it possible to add custom user fields to this page, and allow end-users to change these fields? An example of this could be address info or invoicing information. KR,Jalle

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    Jalle van Goor den Oosterlingh | RealConnections NL criou uma publicação,

    Answer Bot - Show transcript to Chat agents

    Hi guys, Upon starting with Answer Bot, we found that transcripts of the conversation the end-user has with the Answer Bot are not being shown to the Chat agents. Why is it a problem? It's a proble...

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    Jalle van Goor den Oosterlingh | RealConnections NL comentou,

    Hi Russel, To the best of my knowledge you'd have to create two custom metrics in the Support: tickets [default] dataset. In query builder, click the calculations icon on the right sidebar, it's t...

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    Jalle van Goor den Oosterlingh | RealConnections NL comentou,

    Hi there Darren, I may have a small idea, could you check whether the time filter actually filters certain metrics/attributes? When you click edit filter when working in a dashboard... ... can you...

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    Jalle van Goor den Oosterlingh | RealConnections NL comentou,

    Hi StB,  Is the field enabled for end-users? You can check whether it is by following the steps in this article. The permissions should look like this:  

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    Jalle van Goor den Oosterlingh | RealConnections NL comentou,

    Hi Jon, It sounds like you've not got followers & CC's enabled in your Zendesk account. Enabling this Zendesk functionality should help you!

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    Jalle van Goor den Oosterlingh | RealConnections NL comentou,

    Hi Carl, The way to identify the agents who missed a call in Insights is by combining the # missed calls metric with the Call agent attribute.   Of course, you'd probably want to split it with da...

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    Jalle van Goor den Oosterlingh | RealConnections NL comentou,

    Hi Bevis, It could be that under Admin -> Settings -> Tickets the option for end-users to add CC's is disabled. When you are using the new followers & CC functionality this option should be enabled...

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    Jalle van Goor den Oosterlingh | RealConnections NL comentou,

    Hi there, The original thread, posted close to two years ago, mentioned that there are some apps in the marketplace which address this issue. Even though the specific apps were not mentioned, I wou...