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Viachaslau

Entrou em 19 de jul. de 2023

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Última atividade em 13 de fev. de 2025

ZEN.COM

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Viachaslau comentou,

ComentárioZendesk messaging

When you turn on multi-conversations, proactive messages sent to end users create new conversations rather than being appended to an existing conversation.

If a customer has another chat in a status other than closed, will a proactive message be sent in that case?

Exibir comentário · Publicado 13 de fev. de 2025 · Viachaslau

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Viachaslau comentou,

Comentário na comunidade Feedback - Reporting and analytics (Explore)

I add my voice to yukiho.suzuki 's comment, especially the first paragraph. You can't make the filter “today”, or the date ranges “Today — …hours/days/weeks...” etc.

Exibir comentário · Publicado 05 de fev. de 2025 · Viachaslau

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Viachaslau comentou,

Comentário na comunidade Feedback - Zendesk AI and automation

Rich Talbot We have faced a similar experience. A significant number of customers do not realize that by marking an article as useful, they close a ticket. We have also implemented a trigger - that if a client first marked an issue as solved, but then disliked it, the ticket is reopened.

Exibir comentário · Publicado 28 de jan. de 2025 · Viachaslau

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Viachaslau comentou,

Comentário na comunidade Feedback - Reporting and analytics (Explore)

Walter Bellante Thanks for the reply, but I don't see that option in dashboards... Or do you mean to click "edit" first, then open an individual report and then export? I hope that's not what you mean, as it's inconvenient and many employees simply don't have editing permissions 

Exibir comentário · Editado 27 de jan. de 2025 · Viachaslau

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Viachaslau comentou,

Comentário na comunidade Feedback - Reporting and analytics (Explore)

Walter Bellante I'm trying to understand if there is a possibility to export not the whole dashboard, but only one specific report, as it was possible in the legacy dashboards?

Exibir comentário · Editado 24 de jan. de 2025 · Viachaslau

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Viachaslau comentou,

ComentárioZendesk messaging

Elaine  
 

Mariana, for your concern about translating messaging triggers, while Zendesk does not currently support dynamic content for messaging triggers in multiple languages, you could consider using different triggers for different languages. By setting conditions based on user language preference, you can tailor your messaging accordingly.

Could you help me figure out how to do this given that there is no language or tag attributes among the messaging trigger conditions?

Exibir comentário · Editado 21 de jan. de 2025 · Viachaslau

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Viachaslau comentou,

ComentárioRouting

Barry Neary Is there a way to set up “Reassignment of reopened tickets when the assigned agent is unavailable” rule differently for different groups? As for the first line of support we would like to reassign reopened tickets, but for the second line we would like to only reassign tickets in case the agent is on vacation or sick leave.

 

To summarize, ideally we would like to have such settings for this feature:
- different settings for different groups
- option to reassign reopened tickets only if the agent's status is “out of office” (as it was/is possible in a separate Out of office app, but I don't know how it works with omnichannel routing).

Exibir comentário · Editado 12 de nov. de 2024 · Viachaslau

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Viachaslau comentou,

ComentárioMeasuring success

Tetiana Gron I mentioned above that we see a dramatic drop in response rate after switching to the new CSAT tool, from 20 to 11 percent. Are you seeing this globally across all Zendesk customers and what is the plan for improvement?

Exibir comentário · Editado 07 de nov. de 2024 · Viachaslau

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Viachaslau comentou,

ComentárioMeasuring success

I would like to flag that with the new CSAT tool we have a lower response rate compared to the legacy one. To me, the reason is clear, with the previous solution customers didn't have to do an extra action to open a separate window.

Exibir comentário · Publicado 04 de nov. de 2024 · Viachaslau

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Viachaslau comentou,

ComentárioRouting

Thanks Alina Wright . “Can not be used” and “not recommended' phrases looked for me as ”messaging and talk are not supported". As per legacy chats - yes, I agree that it's an outdated product. 

Exibir comentário · Publicado 30 de out. de 2024 · Viachaslau

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