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Liam Kelly

已加入2021年4月15日

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最后活动2024年10月07日

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的最新活动 Liam Kelly

Liam Kelly 进行了评论,

评论Setting up Talk

We have run into an issue where enabling callbacks on our lines causes a substantial increase in abandoned calls. 
Apparently customers are hearing the message and hitting 2 during the message and hanging up (they don't know they have to wait for a confirmation), these calls are then considered abandoned and no callback request is created. 

Is that how it is supposed to work? Human nature pretty much dictates they will press 2 immediately instead of waiting for the music to start. 

 

 

 

查看评论 · 已于 2024年5月21日 发布 · Liam Kelly

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评论Team members and groups

With idle timeout disabled, how long does it take for an agent who loses connection to be set to offline? 

查看评论 · 已于 2024年4月18日 发布 · Liam Kelly

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评论Building reports

Will there be metrics regarding proactive messaging? We would like to see how this is working for us.

查看评论 · 已于 2024年2月09日 发布 · Liam Kelly

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评论Web Widget documentation

How do we change the orientation of articles in the widget?  It is odd that they display horizontally in such a narrow window. 

查看评论 · 已于 2023年12月14日 发布 · Liam Kelly

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评论Using legacy AI agent functionality

How do I see the flow builder? My screen looks very different from what I see here. Is there something I am missing?

查看评论 · 已于 2023年10月26日 编辑 · Liam Kelly

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评论Setting up Agent Workspace

How do we handle the fact there is only one chat widget and we have multiple brands? It seems that agent workspace doesn't play well with branding or differentiating between brand groups. 

 

查看评论 · 已于 2023年10月26日 发布 · Liam Kelly

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社区评论 Feedback - Ticketing system (Support)

How useful is the bot?

 

Let's see, after creating the request for a major broken feature. It's been 2 hours and I have no response nor even a ticket open in my account. 

 

Apparently I no longer have ANY way to contact support. Zendesk Fix this. 

查看评论 · 已于 2023年10月23日 发布 · Liam Kelly

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Liam Kelly 进行了评论,

社区评论 Feedback - Ticketing system (Support)

Zendesk is really aggressive about closing tickets, apparently so they don't have to work on them. It's really annoying to have a long weekend and have your tickets closed without warning. 

查看评论 · 已于 2023年9月11日 发布 · Liam Kelly

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评论Routing

Where do we enable this? I am trying to test it yet I can see no reference to Omnichannel routing anywhere in our instance. 

查看评论 · 已于 2023年4月24日 发布 · Liam Kelly

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评论How to manage the help center

No. This is not alright. Why did this just start happening? We have not requested any captcha be added to OUR site.  We do not use a proxy. 

This will upset our customers, Slowing them down from getting their answer is the exact opposite reason for why we use Zendesk. 
 

查看评论 · 已于 2022年8月11日 编辑 · Liam Kelly

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