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Jason Walker-C

已加入2022年2月11日

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最后活动2025年2月24日

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社区评论Zendesk Support Beta - Modernized Conversational Experience

Also interested in Kimberly's request above if there is no fix for my issue above. 

查看评论 · 已于 2024年4月02日 发布 · Jason Walker-C

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社区评论Zendesk Support Beta - Modernized Conversational Experience

Is anyone else experiencing difficulties with the events tab opening in tickets since enabling this feature? Since activating it on our account, we're encountering an error whenever we try to open the events tab from a messaging ticket. This problem is entirely new to us, as we never had any issues with the events tab before.

查看评论 · 已于 2024年4月02日 发布 · Jason Walker-C

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评论Views, ticket status, and ticket fields

Ricardo Pinto Is there any way to report on duplicates? 

查看评论 · 已于 2023年7月07日 发布 · Jason Walker-C

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Jason Walker-C 进行了评论,

社区评论 Feedback - Ticketing system (Support)

Yes, please. We have heard from our agents that this would be very useful. Would be great to have customer and agent responses in different colors and have them staggered. Customer to the left and the agents comments to the right. 

查看评论 · 已于 2023年5月24日 发布 · Jason Walker-C

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Jason Walker-C 进行了评论,

评论Routing

Barry Neary Prakruti Hindia Thanks for getting us in there. The EAP has addressed our issue. Omnichannel routing lets us get agent audio/visual alerts when messaging tickets are transferred from one group to another.  Without those tickets getting auto-assigned to a group. This is great! Thanks!

 

查看评论 · 已于 2023年4月21日 发布 · Jason Walker-C

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Jason Walker-C 进行了评论,

评论Using legacy AI agent functionality

Jon Simone Yes both are now solved. 

A. Yes, you can use the send a message step at the end of flows. 

B. It will obey business hours. You can use that at the beginning and the end of a flow. Good note towards the end here. https://support.zendesk.com/hc/en-us/articles/4408822398106-Creating-a-schedule-with-operating-hours

查看评论 · 已于 2023年4月19日 发布 · Jason Walker-C

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Jason Walker-C 进行了评论,

评论Routing

Barry Neary Yes, Logged in, that's how I am able to add this comment. 

查看评论 · 已于 2023年4月19日 发布 · Jason Walker-C

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Jason Walker-C 进行了评论,

评论Routing

Agents are showing online with a green dot when they have not set their status to online or in many cases haven't even logged into ZD. Prakruti Hindia

Edit: The agents are also getting email notifications. hmm... I may turn Omnichannel Routing off for now. 

 

查看评论 · 已于 2023年4月19日 编辑 · Jason Walker-C

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Jason Walker-C 进行了评论,

评论Routing

Barry Neary That link is broken. Getting the following message. Please advise

"oops

You're not authorized to access this page"

查看评论 · 已于 2023年4月18日 发布 · Jason Walker-C

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Jason Walker-C 进行了评论,

评论Routing

We are trying to use Omni-Channel routing to solve the issue of agents not getting the notification when an active messaging ticket gets routed or re-assigned to a new group. It works great for new tickets and I was hoping this would solve that. Well, it kinda does but causes a few other issues. 

  1. The agents in the new group do get the notification for new and transferred tickets. 
  2. However, after 10 minutes it auto-assigns to an agent. We want it to stay assigned to only the group. For some groups we let agents take the tickets assigned to their group. Other groups have a supervisor that will assign to specific agents based on availability, skills, knowledge, etc...
  3. We close chat down at 3 pm. We then let the customer know that the chat is shut down and that we will respond via email. In this case, the issue with #2 kicks in and assigns agents online for chat. We have many groups that have agents online for chat but not email tickets and vs. versa. 
  4. We have a set of questions we ask customers upon entering the chat. That info is used to assign a group. At each stage of questions, we added a failsafe question "Not sure or don't know". This is used to assign a general group of all agents. This allows all agents to see the request and assign it to the proper group. Again, this is where issue #2 kicks in and assigns to someone in that group. Which is everyone. This is causing issues. Most likely that person is not the right person and/or group to respond. Plus there is a delay in agents responding by having one agent assigned vs having the group assigned. Can we have these go to a specific group like "Triage"? Then we can staff that group to help with triage. This is not ideal and will only help until #2 is addressed. 

Prakruti Hindia

查看评论 · 已于 2023年4月17日 发布 · Jason Walker-C

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