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Carl McDowell

已加入2021年4月14日

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最后活动2025年2月24日

Zendesk Customer Care

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Carl McDowell 进行了评论,

社区评论 Q&A - Talk and text
Hi Niina,
 
While there isn't an option to directly disconnect the call, you can make a Sub menu in your IVR, where you set the greeting playing that would repeat the message 3 times before the call ends (due to no selection being made, as long as you don't set a default route)
 
So you would make the main menu, with the options for the customer to select.
Then you make a sub menu, and you add no active routes on this menu, but set the message you want to be played to the customer before the call ends here.
Then back in your main menu you set keypress 0 to route to the IVR menu you just setup (don't add the optional greeting here)
 
Having the menu repeat 3 times can also be helpful as it will mean if they need to write a number or name down they won't need to call back.
 
 

查看评论 · 已于 2024年12月27日 发布 · Carl McDowell

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Carl McDowell 进行了评论,

社区评论 Q&A - Talk and text
Hi Daniel,
 
Zendesk Talk does not have an API that can dynamically change based on an API call.
 
Zendesk Talk has the following API calls for the IVR Menu, but they are more functions for your agents to be able to create a new IVR, update an IVR, or delete an IVR.
https://developer.zendesk.com/api-reference/voice/talk-api/ivr_menus/
 
There isn't a way to dynamically change how the IVR works from the built in functionality.
 
The other reference you have found is for Talk Partner edition, which is enables you to choose your own call center software and integrate it with Zendesk’s omnichannel solution.
 
So when using Talk Partner edition, that allows an external telephony integration to connect and make the tickets inside Zendesk, you could check one of those partners that integrate to Zendesk that way, which may have the functionality you are looking for with a more dynamic IVR.

查看评论 · 已于 2024年12月27日 发布 · Carl McDowell

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Carl McDowell 进行了评论,

评论How to get help with phone call problems in Talk

Hi Vaughan,

Can you confirm that you allowed both the microphone and the sound setting.

 

查看评论 · 已于 2024年10月11日 发布 · Carl McDowell

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Carl McDowell 进行了评论,

评论SMS and Text message help

Hi test,

The best way to get to the bottom of the issue will be working with the support team. I believe you have an existing ticket with them.
It is highly likely the issue is related to US phone numbers needing to be registered, this is covered in the article registering to use A2P 10DLC for text messaging (https://support.zendesk.com/hc/en-us/articles/4408837560730

查看评论 · 已于 2024年9月20日 发布 · Carl McDowell

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Carl McDowell 进行了评论,

评论Managing Talk

Hi Jason Tsai 
Our developers have released a fix for that issue now, and that should be resolved.

查看评论 · 已于 2024年8月21日 发布 · Carl McDowell

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Carl McDowell 创建了一篇文章,

文章关于支持和工单处理的帮助

问题

我在另一个平台上或工单处理系统中有一些信息,想把它迁移到 Zendesk。应该怎么做?

回答

虽然并非所有内容都可以通过用户界面迁移到 Zendesk,但可以使用以下 API 资源和功能导入信息。

工单

要导入工单,请使用 API 和此文章:工单导入 API。

设置一个标签,表示这些工单是使用导入功能添加到 Zendesk Support 的。不会导入工单的工单指标(例如,首次回复时间首次解决时间)。导入的工单上没有运行触发器。 

用户

要导入用户,请使用以下文档:

组织

这些开发者文章适用于以下组织:

文章

要详细了解如何导入文章,请参阅文章:帮助中心 API

提示:如果您要进行大型或复杂的迁移,可以雇佣 Zendesk 专业服务 人员来为您提供帮助。
注意:如果您觉得使用 API 不方便,请到 Zendesk 市场中查找可能有助于进行此操作的第三方应用。我们的 Zendesk 合作伙伴 也可帮助您将信息导入帐户。

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 2024年8月06日 编辑 · Carl McDowell

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Carl McDowell 进行了评论,

评论SMS and Text message help
Hi Benj,
 
I've moved your conversation into a ticket as I need to confirm some details on what you are trying to achieve, so discussion this via a ticket is going to be best.
 
But it looks like your above code isn't going to work quite right and you would need to review the article on Using Liquid markup to customize the formatting and placement of text in comments and email notifications
 
If the brands have Generic phone numbers and emails associated then that can all be built as you are trying to achieve, but we will just need to fix the coding and determine which things that you are needing to determine.

查看评论 · 已于 2024年1月15日 发布 · Carl McDowell

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Carl McDowell 进行了评论,

社区评论 Q&A - Talk and text

Hi Kaan Güleryüz,
I've turned your question into a support ticket as we likely need to gather more details to help assist resolving the issue your account is facing.

查看评论 · 已于 2024年1月08日 发布 · Carl McDowell

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Carl McDowell 进行了评论,

评论SMS and Text message help

Hi Benj,
You can use code like this:

{% capture tags %}
{{ticket.tags}}
{% endcapture %}

{% if tags contains "proactive_text" %}

{% else %}


--

{{current_user.name}}

[{{ticket.account}}]

[{{ticket.brand.name}}]



tel: {{current_user.phone}}


email: {{current_user.email}}


www: www.zendesk.com

Zendesk

{% endif %}

You can see what each part does in this image
This is what it looks like when added to a ticket:

查看评论 · 已于 2024年1月08日 发布 · Carl McDowell

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Carl McDowell 进行了评论,

评论SMS and Text message help

Hi Benj,

You could use the placeholder {{ticket.brand.name}} in the Signature code so that it will add the ticket brand details related to the brand the ticket is assigned to.

查看评论 · 已于 2024年1月04日 编辑 · Carl McDowell

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