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Syafiq
已加入2023年10月28日
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最后活动2025年2月07日
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Syafiq 进行了评论,
Adding on messaging trigger condition where messaging changed from Active to Inactive would also greatly helpful to manage customer expectation while keeping the customer engaged.
Its so that we can fire trigger to send message when customer not responding within x amount of time without the need for agent to kept following up with the conversation manually.
查看评论 · 已于 2025年2月04日 发布 · Syafiq
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In my company, multiple teams working on different tasks in Zendesk, and the Answer Bot is handled by a specific team. However, we can’t provide Admin access to all personnel, as that role allows changes beyond just creating or editing the Answer Bot, which involves sensitive access. It would be ideal if there were an option to limit access specifically to certain roles without granting full administrative privileges.
查看评论 · 已于 2024年12月11日 编辑 · Syafiq
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The end messaging session feature has been great for my agents. Just my two cents: it might be helpful to add a trigger option that automatically ends the messaging session without requiring agents to manually close it. For example, if an agent sends a specific macro or uses a shortcut, it could trigger the session to end once the message is sent. This would give agents the flexibility to either follow up with end users within the same session if the inquiry or issue hasn’t been resolved, or end the session once it has been resolved—preventing any new messages from coming in if the agent forgets to manually end the session
已于 2024年11月06日 发布 · Syafiq
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My instance is integrated with JIRA, and I’ve created custom attributes that return a timestamp when a custom field based on JIRA status is updated. To calculate the duration from the Open to Solve status in JIRA, I would need to use the date_diff formula between the two custom attributes timestamp
查看评论 · 已于 2024年10月23日 发布 · Syafiq
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