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Jakub Tabaka
已加入2023年1月04日
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最后活动2025年2月26日
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Jakub Tabaka 进行了评论,
This has been live for the past few days. I noticed a glitch though
In some cases this note is visible right in the ticket
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however in other cases it is only showing up in ticket events. I think it depends whether requester was notified via email sent by a trigger or automation, vs by an agent - but I might be wrong.
Zendesk please can you investigate this. This note would be very handy if it was always visible on the ticket level!
查看评论 · 已于 2025年2月26日 发布 · Jakub Tabaka
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Jakub Tabaka 进行了评论,
+100 too, we need this feature - when we watch the floor - monitor messages and calls live, we use it , we created an “on-going” conversations view, and we need it to auto refresh to reflect a true state every time!
查看评论 · 已于 2024年12月13日 发布 · Jakub Tabaka
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Jakub Tabaka 进行了评论,
@... please see my above post. This is how the app works, I believe it's a glitch that hopefully can be addressed by your devs?
查看评论 · 已于 2024年11月07日 发布 · Jakub Tabaka
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Jakub Tabaka 进行了评论,
Hello Max
I have a solution for:
- You open a proactive tickets app
- then you select your customer base
- then you click the tickets, and click on “Create XXX tickets”
- then please scroll to the bottom 4. Select a macro. You select the desired macro and click on the “previous” button in the bottom right corner, followed by “Create XXX tickets” again
THE MACRO DESCRIPTION will fill in automatically.
You then have to fill in a few mandatory fields (marked in red) such as campaign name, group and assignee and ticket status.
- once you're done click on NEXT, double check everything on the next screen and then SEND
Let me know if this hasn't resolved the issue, but I believe it will !
查看评论 · 已于 2024年11月07日 编辑 · Jakub Tabaka
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Jakub Tabaka 创建了一个帖子,
I am trying to understand how proactive messaging should work, I am relating to this article
2. Under Frequency,choose how often a customer will receive a proactive message:
- Once per customer. Message will only show the first time the customer meets the conditions. After clearing the browser’s cache, the customer will be treated as a new user at their next visit and will see the message again.
- Once per visit. After the message is opened or dismissed, it won't show again until the customer’s next visit.
- Every time the conditions are met. Recommended only for critical or time-sensitive messages.
In my understanding, when I set up the frequency as “Every time the conditions are met”, the proactive message will come up every time the conditions are met, so for example if the trigger is opening a certain web page, every time when this page is opened proactive will fire.
The problem I am having is that it will only fire one time, and then it will not fire at all when I refresh the browser and go to the same page, but only if I clear the cookies on browers.
Is anyone experiencing the same problem? Is this an issue at all, or is it supposed to work that way? As if it is, then in my opinion having the above “frequency” settings is pointless. Only the “Once per customer” is mentioning clearing the browser's cache, and the other two settings are not.
Any explanation would be appreciated.
Thank you!
已于 2024年5月29日 发布 · Jakub Tabaka
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Jakub Tabaka 进行了评论,
Hello, can I get some clarification on the omnichannel routing please?
If I was to use the Omnichannel routing with skills to route messaging tickets.
I understand that in the first phase the skill routing takes place, and if no agent is available to take the ticket after the specified threshold time has passed, then the second phase starts - and the ticket goes back to the Omnichannel queue.
My question is about the the first stage (skills routing).
Let's assume I have the following 2 skills:
- skill 1
- skill 2
and 3 groups:
Group A
Group B
Group C
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The incoming messaging ticket was assigned "skill 1" and "Group B" by my triggers....
So, in the first phase or routing (skill based), would this be assigned to only agents with "skill 1" that are included in Group B, or to all agents in all groups providing they have "skill 1" ????
And then, if no one was available after the threshold time, I understand that 2nd phase would take place - so that this ticket would be routed to any agent from "Group B" - regardless of their skills, but who are online and at free capacity?
----------
Please may I have some more clarification here?
Many thanks
Regards
查看评论 · 已于 2024年2月23日 编辑 · Jakub Tabaka
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Jakub Tabaka 进行了评论,
Hello Gab, many thanks.
However I did resolve it myself....
It was one of the custom fields - we called it "customer query". We ticked the option that says "required to solve the ticket". Seems the app was unable to override this and without customer query value it was unable to solve tickets, unlike triggers - they can do it. I added customer query into the macro and this has resolved the issue.
Maybe something to pass on to your developers?
Thanks
查看评论 · 已于 2024年1月25日 发布 · Jakub Tabaka
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