Notice on outbound ZD calls that the call is being recorded
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Is there an easy way to put a notice on outbound ZD calls that the call is being recorded? I know it beeps when the end-user picks up but I can't imagine that will register to them as a recorded call.
- Zendesk Manager
Community Member A: Could you have that be a part of the recording with the initial IVR message?
Community Member B: What @Community Member A said. I’ve always recorded it as part of the IVR.
Community Member C: +1 to including it in IVR; that's the standard everywhere I've been
Zendesk Manager: It is already in my IVR! However, my advocates make a lot of outbound calls to members and doctors - I was thinking about how we can alert those end users that the call is being recorded.
Community Member C: Yeesh, that's a little harder. Putting it in the phone script might help. "Hi, this is Matt from Illuminate returning your call; I just wanted to let you know you're on a recorded line"
Community Member A: I just realized I completely missed “outbound” in the original post.
Community Member B: lol… again, what @Mark Bangerter said. Totally overlooked the outbound part.
Community Member D: My agents just have it in their script. I was hoping there was a way to automate it, but I think it's just hoping they do the right thing and the occasional call screening to review.
Placeholder blocking reply without field filled out
Hey everyone! Is there a way to create a custom placeholder that won’t let the agents send the reply unless it’s filled out by them manually?
- Automations Specialist
Lance Conzett, Customer Experience Lead at Found: The way we've done this in the past is with conditional fields and macros. The macro with the placeholder enables a checkbox that makes the placeholder field appear, which is required to solve the ticket.
Automations Specialist: ah so it’s only possible with the custom field, right? Not the actual text in the body of the reply.
Lance Conzett: Right. Your placeholder would be something like {{ticket.ticket_field_1234}}, with 1234 being the custom field ID you want to pull the value from. One pro-tip on that, you’ll want to surround that placeholder in the macro with {% raw %} and {% endraw %}. Otherwise it’ll come out as blank since the placeholder looks for the value when inserting it into the comment box after you pick a macro.
Automations Specialist: I see, I’ll definitely use this in somewhere. I was looking for a way to include a mandatory fill out part of text for agents, as there is nowhere to pull it from. Basically it’s the end of the subscription, and it’s not in zendesk so agents will need to fill it out themselves. It’s different (obviously) for every user and agents often forget to add it to the template which results in sending out very awkward messages containing {pls add end of subscription here}
Josh Keller, Sr. TechOps Manager, Customer Ops @ Udemy: We had a similar problem. I added a process in a custom ticket sidebar app that listens for ticket submission, checks the description text for various strings, and prevents submission if it contains them. Looking through the Zendesk Apps Marketplace, I found this one which can do this (prevent submission if { or } are in the description), but I tested it out and found that you also must use the submission preview feature for this to work. You could set the delay to 1 second so that it’s quick, but it’d be a tad odd. Setting it to 0 or 0.1 seconds doesn’t work. Or maybe the preview feature is nice and an added bonus.
Migrating help center docs from Intercom into Zendesk
Can anyone share the best method (in your opinion) for migrating help center docs from Intercom into Zendesk. I’ve seen a ton of add ons, consulting groups, and walkthroughs online and I am struggling picking the best option for our needs
- Content Manager
Josh Keller, Sr. TechOps Manager, Customer Ops @ Udemy: I’d pull from one API and send to the other.
Dave Dyson, Sr. Customer Service Evangelist at Zendesk: Here are some guidelines on doing that via the API: https://support.zendesk.com/hc/en-us/articles/4408828053146-Migrating-existing-content-to-your-help-center
Fwiw, there's a (paid, 3rd-party) Help Center Import app that can import from CSV (but you'd have to get your Intercom help center into the CSV first): https://www.zendesk.com/apps/support/285803/help-center-import/?_ga=2.258445896.375416329.1638335349-1139015716.1638335349
There are also third-party services that can migrate your help center content, e.g. https://help-desk-migration.com/intercom-to-zendesk-migration/
import2 might be able to do it as well, I'm not positive though: https://www.import2.com/
Content Manager: Thanks for the resources Dave! I can’t decide if I want to pay a team to do, have my eng team do it w the api, or try my hand using an add-on/csv as described. I’m sure there are pros/cons for each avenue and just gotta figure out which one we need…
Simple team average for replies-to-resolution
Any quick hacks for finding out a simple team average for replies-to-resolution? Started with this, not super interested in breaking it down by agent, so have just removed the row aspect https://support.zendesk.com/hc/en-us/articles/4408846763802-Explore-recipe-Average-replies-per-ticket-for-each-agent-per-day I suspect it's also rounding when I'd prefer it didn't
- Explore Learner
Community Member A: This should help with the decimal places: https://support.zendesk.com/hc/en-us/articles/4408838914842-Changing-the-format-of-results
