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Khajik Khajadourian

Beigetreten 15. Apr. 2021

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Letzte Aktivität 22. Feb. 2022

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Khajik Khajadourian hat einen Kommentar hinterlassen

KommentarRouting

When will skills be able to be leveraged in triggers? 

Kommentar anzeigen · Gepostet 22. Feb. 2022 · Khajik Khajadourian

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Community-Kommentar Feedback - Ticketing system (Support)

Do we know when this will be implemented? This is a huge blocker. 

Kommentar anzeigen · Gepostet 02. Feb. 2022 · Khajik Khajadourian

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Community-Kommentar Feedback - Ticketing system (Support)

Great idea

Kommentar anzeigen · Gepostet 01. Feb. 2022 · Khajik Khajadourian

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KommentarBusiness rules

What is the difference between using dynamic content for multiple languages and liquid markup?

Kommentar anzeigen · Gepostet 24. Jan. 2022 · Khajik Khajadourian

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KommentarGeneral questions and issues about tickets

I agree with CJ, this article is incorrect. The IP address does not show in the audit trail. 

Kommentar anzeigen · Gepostet 24. Jan. 2022 · Khajik Khajadourian

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Community-Kommentar Feedback - Ticketing system (Support)

Thank you!!!

Kommentar anzeigen · Gepostet 16. Dez. 2021 · Khajik Khajadourian

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Community-Kommentar Feedback - Ticketing system (Support)

I second this. This virtually makes the audit log unusable to us. We also need to search by what was changed (or the user that was changed) not by the actor. Most of the time we are wanting to find out who made the change to a specific user, and we don't know who the actor was. 

Kommentar anzeigen · Gepostet 17. Nov. 2021 · Khajik Khajadourian

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Khajik Khajadourian hat einen Kommentar hinterlassen

KommentarSecurity and user access in Zendesk Support

We need to be able to search the audit log by the user that was changed, not just the actor making the change. Is there a plan to implement this in the audit log or am I not seeing how to do this? 

Kommentar anzeigen · Gepostet 17. Nov. 2021 · Khajik Khajadourian

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Khajik Khajadourian hat einen Post erstellt

Post Feedback - Ticketing system (Support)

Feature Request Summary: 

The Agent Workspace UI should allow agents to warm transfer and/or multi-agent a chat, without having to take over the entire chat. 

Description/Use Cases: 

Our internal departments need to consult with one another during chats. This would be things like: Can we reschedule this customer? Does this pass fraud review? Can we overbook this window? The

Business impact of limitation or missing feature:

This is critical for our business because we don't want to bounce the chat requester around from department to department when it may just take a few minutes of consult. Without this feature, our teams have to think of creative ways to get other departments to consult with one another. When previous to Agent Workspace, it was able to be done with ease in Zendesk. This is a basic Chat feature that is needed in Agent Workspace.

Gepostet 08. Sept. 2021 · Khajik Khajadourian

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Community-Kommentar Feedback - Ticketing system (Support)

+1 to this. I have requested this in a ticket last year. 

Echoing what you said in your original post, we need to be able to give our team leads the ability to live monitor calls without giving them the ability to edit Talk permissions on an administrative level. This opens us up for risks if we give them that entire access. Additionally, it is very necessary for our leads to be able to live monitor calls especially now with everyone working from home. 

Is this planned for? I see this was reported in 2019. 

Kommentar anzeigen · Gepostet 17. Aug. 2021 · Khajik Khajadourian

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