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Jacquelyn Redington

已加入2022年8月30日

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最后活动2025年2月11日

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Jacquelyn Redington 进行了评论,

社区评论 Discussion - Tips and best practices from the community

I  keep getting this error. What am I doing wrong? 

查看评论 · 已于 2025年1月24日 发布 · Jacquelyn Redington

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Jacquelyn Redington 进行了评论,

评论Web Widget documentation

I have the same question as Jean-Philippe. We use our platform for an internal employee HR support service and we use SSO through Okta. The user will already be signed in, but messaging does not recognize this which creates a new user account for them. When a user has a question that cannot be solved within a conversation or needs to go back to see the conversation, they cannot view it because it is going to their SSO user profile. We try our best to merge the customer profiles created by messaging but if the user comes back and uses messaging, it again creates a new account. A lot of added steps that are needed to do this. 

查看评论 · 已于 2023年10月27日 发布 · Jacquelyn Redington

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Jacquelyn Redington 进行了评论,

评论Security and user access in Zendesk Support

We currently use zendesk internally for HR questions and concerns. We use voice, messaging, guide, and support. We currently use OKTA as our SSO and how our employees get into zendesk. One thing I am unable to figure out is when an employee goes through OKTA and they use the chat bot, it creates a new user account for them instead of recognizing that they are already a user in zendesk. How can authenticate a user in chat so it does not automatically create a new account for them? This has caused a problem with multiple accounts for the same person and it is hard to constantly check the user and merge the accounts. 

查看评论 · 已于 2023年3月24日 发布 · Jacquelyn Redington

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Jacquelyn Redington 进行了评论,

评论End users and organizations

We are using zendesk as an internal HR ticketing system and having the guide for resources, policies, and job aids. Some of the job aids and documents are for our managers only to view. The managers are end users and I want to know how I could utilize this function so managers can view articles that employees would not have access to. Is this possible?

查看评论 · 已于 2023年3月22日 发布 · Jacquelyn Redington

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Jacquelyn Redington 进行了评论,

评论Ticket customization

Will there be enhancements to change the color of a ticket status? 

We currently have 2 custom statuses "with light agent" and "response received".  I created a rule to have ticket status changed automatically when a comment is added by a light agent so that the full agent is aware that an update has been made. It would be nice to see if we could change the color of response received to something different. 

查看评论 · 已于 2023年1月20日 发布 · Jacquelyn Redington

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Jacquelyn Redington 进行了评论,

社区评论 Q&A - Tickets and email

Is there a way to set up a ticket status automation for when an internal message is left by a follower on a ticket "light agent" the status goes from our in house status "with light agent" to "open" so that the full agent knows the light agent has responded? I was also wondering if this can be done when the requestor responds when the ticket goes into pending status. After a requestor responds in the "pending" status, it would then update to "open" so the agent knows the person has responded. 

查看评论 · 已于 2022年12月13日 发布 · Jacquelyn Redington

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Jacquelyn Redington 进行了评论,

评论Measuring success

IS there a way to ask additional questions that can be multiple choice? We want to capture the source they went to before we went live with our support portal?.

查看评论 · 已于 2022年10月10日 发布 · Jacquelyn Redington

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Jacquelyn Redington 进行了评论,

社区评论 Q&A - Talk and text

Thank you so much I will try this!

查看评论 · 已于 2022年9月14日 发布 · Jacquelyn Redington

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Jacquelyn Redington 创建了一个帖子,

帖子 Q&A - Talk and text

We are looking to create a form type that would automatically assign calls to a form named "external call" and for messages "instant message".

I would like to create these instead of both calls and messages falling under the default ticket form which does affect our reporting. Right now our default form is listed as "Not sure? submit here" and we wanted to use that form to see what topics may not be listed and capture a trend of the not listed topics to create more form types for our employees, or better categorization.

Is this possible? 

已于 2022年8月30日 发布 · Jacquelyn Redington

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Jacquelyn Redington 进行了评论,

评论Ticket management

We have a lot of light agents that we use to help us solve a ticket. We are using our system for employee related questions and issues. 

We put the light agents on as a follower and I was wondering if there is a way to set up a view for current user who is following a ticket. 

The light agents are not informed that they have been placed as a follower unless we add them, add a comment and then submit the ticket. It would be nice for the light agents who are followers to see what tickets they are following all in one area, as opposed to going to their profile and viewing that way.

Any assistance would be greatly appreciated.

查看评论 · 已于 2022年8月30日 发布 · Jacquelyn Redington

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