Toby Sterrett

Offizieller Kommentar

1. Community
2. Feedback - Ticketing System (Support)
3. Light agents unable to @ other agents

Thanks all for your feedback, we appreciate you taking the time to share your thoughts with us on this. I've noted this for the internal team to take a deeper look at. It's possible this may be som...

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• Toby Sterrett
• Bearbeitet 27. Oktober 2023 21:04
• 0 Stimmen

Offizieller Kommentar

1. Community
2. Feedback - Ticketing System (Support)
3. Macros available in side conversations

Hey all, thank you for taking the time to provide us with your feedback here. This has all been logged for myself and the team to review. The original intention when designing macros was to focus o...

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• Toby Sterrett
• Bearbeitet 27. Oktober 2023 21:05
• 0 Stimmen

Offizieller Kommentar

1. Community
2. Feedback - Ticketing System (Support)
3. CC and BCC Fields When Creating Side Conversations via Macros

Thank you for your feedback here and for bringing this to our attention! Great suggestion, we agree it should be added to the macro form. I've added this feature request to our backlog for future c...

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• Toby Sterrett
• Bearbeitet 27. Oktober 2023 21:04
• 0 Stimmen

1. Zendesk updates
2. Announcements
3. Announcing side conversations in the context panel

Hey all, FYI we're no longer adding new accounts to the context panel migration beta as we tie up the loose ends before rolling out the option to all Agent Workspace side conversation users. Thanks...

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• Toby Sterrett
• Erstellt 26. Oktober 2023 00:26
• 0 Stimmen

1. Community
2. Feedback - Ticketing System (Support)
3. Side Conversations in Zendesk Explore

Apologies for the delay, all. The work to prepare the side conversations data set for Explore made a lot of progress, but there are steps in the process that are not possible to complete by the sid...

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• Toby Sterrett
• Erstellt 25. Oktober 2023 18:55
• 1 Stimme

1. Zendesk updates
2. Announcements
3. Announcing a change to side conversations settings

Amie Brennan I think you're referring to the beta for moving side conversations to the context panel. That setting is in the Context Panel settings page if you're participating in the beta. This is...

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• Toby Sterrett
• Erstellt 6. Juli 2023 22:10
• 0 Stimmen

1. Zendesk updates
2. Announcements
3. Announcing side conversations in the context panel

Hey everyone, apologies for the continued delays. We're in final feature and deployment reviews right now. In the meantime, I just added more EAP signups to the feature, and I'll add more up until ...

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• Toby Sterrett
• Erstellt 27. Februar 2023 23:41
• 2 Stimmen

1. Community
2. Feedback - Ticketing System (Support)
3. Feature Request- Side Conversation Placeholders

Hi Ben, we have some ideas we're exploring right now that would help with this type of workflow. It wouldn't necessarily be a trigger to change the requester, but to make it possible for the reques...

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• Toby Sterrett
• Erstellt 24. Februar 2023 01:57
• 0 Stimmen

1. Community
2. Feedback - Ticketing System (Support)
3. If agent or light agents are messaged via side conversation - encode ticket ID or link

Hi Mathias, out of curiosity, have you tried child ticket side conversations? If you create a child ticket the resultant ticket will have a banner that links back to the parent ticket. For light ag...

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• Toby Sterrett
• Erstellt 24. Februar 2023 01:55
• 1 Stimme