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CX Fort Ltd.

已加入2021年4月15日

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最后活动2021年10月27日

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的最新活动 CX Fort Ltd.

CX Fort Ltd. 创建了一个帖子,

帖子 Developer - Zendesk Apps Framework (ZAF)

Hi,

We recently integrated two custom channels using the channel framework.

When a ticket is created, if the end-user account is also populated with an email address, we see 3 comment options. These are comment via;  1-channelframework, 2-email only, 3-private note. The default option is comment via channel framework to channelback agent response.

The problem is when we add comment via channelframework, the response is being sent both on the customer channel and as an email. Zendesk support says this is expected behaviour. The comment is public, and if there is an email notification trigger and the customer has email address field populated the comment will be sent both on channel framework connection and as email. This doesn't make sense to us. Does anyone have experience with this topic?

 

已于 2021年5月26日 发布 · CX Fort Ltd.

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Hi,

Is there any hope to get this feature in Zendesk? 

Queue prioritization and the solution suggested by the porduct manager above is two different things. Contact centers usually use a dedicated team and prioritize queues and this feature is available since many years almost in all enterprise level crm softwares.

查看评论 · 已于 2019年12月04日 发布 · CX Fort Ltd.

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