IVR or web form ) of customer interaction to automatically lookup and display relevant Zendesk tickets or user records. Use information gathered in the triage phase (ex. Search and Screenpop: Available across all channels.Context Switching: Set your Zendesk Screen to Automatically change to a related Zendesk ticket or User when you multitask. This integration is Generally Available starting today and supports the following: Using the new Zendesk CTI Flex integration, teams using Zendesk as their ticketing system can now interact with their customers across multiple communication channels and focus on solving customer issues instead of administering their account, by letting Flex take care of the ticket housekeeping, right from within their Zendesk UI. No functional or experience changes to the users. Additional checks are enforced in the click to dial implementation to avoid this overlap. This release includes some minor internal changes to the Click-to-Dial functionality to avoid any overlap and clashing of this functionality with any other outbound tasks plug-ins, like the Experimental Dialpad features.Check our migration guide to see how you can upgrade your Flex-Zendesk integration. Click-to-dial feature now uses Flex Native Outbound Calling.Fixed an issue with ZD and SFDC integrations running simultaneously.Internal improvements to Click-to-dial feature.Fix for wrong author name rendered on chat message transcription.Fix for plugin failing to initialise after Flex session expired.Fix for ZAF Client initialising with wrong appGuid after page refresh.Made compatible with Flex Conversations and Flex UI 2.0.Although it's been a while since this post was created, our Product Managers continue to monitor our feedback threads, and conversations with high user engagement ultimately get flagged by the team for roadmap planning. I highly suggest that you also upvote this feature request and leave a comment on the thread with your use case. This helps avoid assigning a follow-up ticket to the wrong group. If the ticket is updated and assigned to a different group (e.g., group2), remove tag_group1, add a new tag of the newly assigned group (e.g., tag_group2). For this, I add a unique tag per group on every ticket created. We can use this to assign them to the group the original ticket was assigned to. However, I found a suggestion posted by another user on this thread that you can utilize for now.įollow-up tickets inherit tags. If your agents are assigned to multiple groups, unfortunately, at this time there's no native Trigger action that would allow retaining the same group in follow-up tickets. Object > Ticket > Remove tags | (agent name).Object > Ticket > Assignee | Changed from | (agent).Object > Ticket > Ticket | Is | Updated.To remove a tag from an agent using a trigger The last trigger is designed to remove an agent tag, in the event that the ticket gets reassigned to a different agent. Object > Ticket > Assignee | Ticket > (agent).Object > Ticket > Tags | Contains at least one of the following | (agent name).Object > Ticket > Channel | Is | Closed ticket.Object > Ticket > Ticket | Is | Created.Add the conditions below under Meet ALL of the following conditions.To auto-assign a follow-up ticket with a trigger This trigger utilizes the tag that your first trigger applies to indicate who the ticket should be assigned to. Auto-assigning a follow-up ticketĬreate a trigger that auto-assigns any follow-up ticket to the desired agent. User tags also tag tickets in the same manner as the trigger described above. Note: You can also add tags to user profiles.
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