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Abraham K.
已加入2021年4月16日
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最后活动2023年5月31日
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的最新活动 Abraham K.
Abraham K. 创建了一篇文章,
问题症状
我想启用 协作快捷对话 功能,但在管理中心看不到激活选项。启用协作快捷对话有哪些订阅要求?
解决步骤
协作快捷对话是 Suite Professional 及更高服务模式的一项功能。有关我们当前 Suite 服务模式和功能的更多信息,请参阅文章:关于 Zendesk Suite 服务模式类型。
如果缺少启用协作快捷对话的选项,您的 Zendesk 帐户可能使用的是旧版本,需要协作附加功能才能访问此功能。有关更多信息,请参阅文章:关于 Zendesk 产品旧版附加功能。
翻译免责声明:本文章使用自动翻译软件翻译,以便您了解基本内容。 我们已采取合理措施提供准确翻译,但不保证翻译准确性
如对翻译准确性有任何疑问,请以文章的英语版本为准。
已于 2023年9月05日 编辑 · Abraham K.
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Abraham K. 创建了一篇文章,
问题
工单合并和工单讨论串有什么区别?
回答
工单合并 是手动合并单独的现有工单。当创建两张具有相同问题的工单时,工单合并很常见。合并工单将在两张工单中创建一条评论,表明合并事件,并导致已合并工单的状态为已关闭。有关合并工单的更多详情,请参阅文章:合并工单。
工单讨论串 是指将收到的电邮更新自动应用到特定工单记录,作为正在进行的对话的一部分。 如果工单更新与您工单上的对话格格不入,请参阅文章:为什么电邮串入错误的工单?
翻译免责声明:本文章使用自动翻译软件翻译,以便您了解基本内容。 我们已采取合理措施提供准确翻译,但不保证翻译准确性
如对翻译准确性有任何疑问,请以文章的英语版本为准。
已于 2023年5月30日 编辑 · Abraham K.
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Abraham K. 进行了评论,
If the email is somehow entered incorrectly notification of this depends on the server for the email domain. Some will send a "bounce-back" message advising that you have contacted an invalid email address, and if this does happen you would find that message in the Suspended view as it would be detected as an automated sending system (and thus suspended to prevent looping automated responses). You can find out more about this here: https://support.zendesk.com/hc/en-us/articles/4408834888730-Common-issues-with-email-deliverability
If you get most of your traffic by web form submissions from your users the most effective way of making sure typos or blatantly incorrect emails are not getting into your system is to require email verification as a part of the submission process. This is just a simple message sent to the address of the submitting user asking them to confirm that the email address is correct and they have access to the account. Once a user profile has the email verified they are not asked to perform that action on future contact with your system. You can find out more about this option here: https://support.zendesk.com/hc/en-us/articles/4408886752410-Verifying-an-end-user-s-email-address
I hope this helps!
查看评论 · 已于 2021年11月06日 发布 · Abraham K.
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查看评论 · 已于 2021年10月28日 发布 · Abraham K.
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Abraham K. 进行了评论,
Hi Amelia: Unfortunately the Twitter handle information from the contact details in a User profile do not populate into search information at all at this time.
查看评论 · 已于 2021年10月28日 发布 · Abraham K.
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Abraham K. 进行了评论,
This may be where building a ticket view would be more reliable for the post-4:30 workflow as that will display all active information in your system without requiring alteration of the ticket data, as opposed to system triggers which would only shift tickets if they received an active update during the "off hours" portion of a programmed schedule.
查看评论 · 已于 2021年10月27日 发布 · Abraham K.
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Abraham K. 进行了评论,
Because time definitions are relative based on timezone there are no direct automation conditions which reference clock time for activation. Automations also only run once an hour at the start of the hour so there is no guarantee that the automation will start processing exactly at a specified time.
You would likely be best served creating a ticket view that allows your agent that is monitoring things after 4:30 pm full visibility to tickets regardless of who is assigned to the ticket. This would allow them to see items which still require responses, have replied outside after 4:30 pm, and not disrupt ticket ownership when staff are back the next day.
Another option is to have an office schedule (see https://support.zendesk.com/hc/en-us/articles/4408842938522-Setting-your-schedule-with-business-hours-and-holidays) set with hours ending at 4:30 pm and a trigger that activates if you are outside of Office Hours when a ticket is updated by a customer response. You could have the action on this be assigning the ticket to your agent directly, or just sending them an email update to check the ticket. However, this would only apply to tickets that receive an update when you are outside of business hours and not ticket that have been unanswered or are waiting on action before office hours end.
I hope this helps!
查看评论 · 已于 2021年10月26日 发布 · Abraham K.
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Abraham K. 进行了评论,
An indefinite reminder set for a specific interval would not be possible as that sort of function would be too easily exploited or just misconfigured to create spam traffic from our systems. You can modify the automations to have a larger number of reminders, but there must be a finite number of business hours between the last interaction from the customer and when the events run. The best practice under our current logic and ticket structure is define a point where the ticket will get closed out from non-communication and if they reply after that point our system will be able to build a new Follow-Up ticket that links back to the older request in the system.
Hope this helps you understand things a bit better!
查看评论 · 已于 2021年10月26日 发布 · Abraham K.
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Abraham K. 进行了评论,
Hi Patrick,
"Immediate" is a bit inaccurate. Automations run one at a time, checking all non-closed tickets in your system one entry at a time. In a small database this could take less than 30 seconds to do the full run. But as a ticket database gets larger, and as you add more automations, this checking period has the potential to get longer. While this use of a "gap break" trigger may not be needed for most cases and may not be needed if you have limited ticket traffic now, down the road you might run into edge cases that slip through and cause confusion without a trigger like this in place.
Abraham K. | Customer Advocate
查看评论 · 已于 2021年9月22日 发布 · Abraham K.
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Abraham K. 进行了评论,
Hi Patrick,
You've got a logic there that I think has a lot of promise, though there is a strong potential for a timing gap with how you have it written. The gap is a potential for between the activation of automation 1 and 2 the end-user may reply in on the open ticket while the tag is present, then it would return to Pending automatically and cause a potential miss. Adding in a trigger that would detect an end-user update while that tag is present and then clear the tag could break this potential automation gap.
I hope this helps!
Abraham K. | Customer Advocate
查看评论 · 已于 2021年9月21日 发布 · Abraham K.
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