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Anton M.
已加入2021年4月15日
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最后活动2022年9月12日
Zendesk Partner (OAPPS)
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的最新活动 Anton M.
Anton M. 进行了评论,
At the moment the best way is to use Zendesk API (+ Zendesk apps or some backend script) to pull additional information. In the Ticket.Audit you can get SunCo Conversation ID. Then you can use SunCo ConversationID to pull additional information via Smooch API.Tho Zendesk is rolling out a feature to pass ExternalD
查看评论 · 已于 2022年9月12日 发布 · Anton M.
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Anton M. 创建了一个帖子,
Agents should be able to preview videos and listen audio files without leaving agent workspace.
In our case customer send us many DMs with videos showing issues they have with delivery.
When agents use native social media tools they can view videos or listen to audio files right within conversation. In Zendesk they have to spent time opening files in the new browser tab.
We think using Zendesk should not degrade agents performance. We waste ~40 man hours hours daily because of this missing feature.
已于 2022年3月08日 发布 · Anton M.
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Anton M. 进行了评论,
Can you share a tip, how to make bot to react properly to the conversation start?
When we start conversation in a web widget, the bot reacts proactively so users can see icebreakers options straight away.
Yet when using social messaging, the bot does not start by itself, so conversation starts like that:
1. User: Hello!
2. Answer bot: Sorry I do not understand. Please rephrase or
(Start Over)
3. User: Start Over
4. Answer Bot: Please choose your issue (billing) (other)
Is there a way, for the bot to skip to the root tree element (4) when receiving greeting from user or even start proactively in Twitter and other channels, that support it?
查看评论 · 已于 2022年2月01日 发布 · Anton M.
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Anton M. 进行了评论,
Pavlo Zaporozkyi have you received any feedback about CCAPI usage along with messaging?
My current understanding is that you need to get SunCo to add bots to messaging.
查看评论 · 已于 2022年2月01日 发布 · Anton M.
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Anton M. 进行了评论,
upvoting. having 2 weeks №52 in one year is a mess (Jan from previous year + Dec for current) .
In our internal reports I've created a new custom metric as a workaround.
Here is calculated attribute code, that works for ticket creation week and year. It uses the fact, that first day of the week only exists in 1 year, + some formatting, so the text field will sort correctly.
If WEEK_NUMBER_MONDAY(START_OF_WEEK_MONDAY([Ticket created - Timestamp]))<10 then
String(Year(START_OF_WEEK_MONDAY([Ticket created - Timestamp])))
+"-0"+String(WEEK_NUMBER_MONDAY(START_OF_WEEK_MONDAY([Ticket created - Timestamp])))
else
String(Year(START_OF_WEEK_MONDAY([Ticket created - Timestamp])))
+"-"+String(WEEK_NUMBER_MONDAY(START_OF_WEEK_MONDAY([Ticket created - Timestamp])))
endif
PS you may need to use WEEK_NUMBER_SUNDAY if your weeks start on Sunday.
查看评论 · 已于 2022年1月25日 发布 · Anton M.
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Anton M. 进行了评论,
SunCo is a great tool, but additional cost will be too steep for many customers and they may choose to switch to 3dparty chats/bots.
It’s a pity Zendesk doesn’t offer solution to have persistent chat and bots integrations out of the box.
查看评论 · 已于 2021年4月09日 发布 · Anton M.
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Anton M. 创建了一个帖子,
已于 2021年4月08日 发布 · Anton M.
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