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Vaughan

Beigetreten 16. Apr. 2021

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Letzte Aktivität 25. Feb. 2025

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Community-Kommentar Feedback - Ticketing system (Support)

I navigated here from an article discussing Previewing Macros, in which Zendesk engineers comments stated that the experience of being presented with the plaintext only version in the preview was expected, and that the poster of the issue should submit a feedback forum post here. Source: https://support.zendesk.com/hc/en-us/articles/4408887656602/comments/6454787578266

 

Now I find the feedback forum post for this and it is stating that it is actually an account issue that requires support?

 

Is this an expected experience, or an issue?

Kommentar anzeigen · Gepostet 29. Jan. 2025 · Vaughan

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Community-Kommentar Feedback - Chat and Messaging (Chat)

We would like to see this function as well. Often we have profiles with multiple phone lines associated and replying via SMS requires selecting the correct line for the outbound message, not simply the default line of the profile. 

+1 for wanting an ability to determine the phone line which created a ticket via SMS.

Kommentar anzeigen · Gepostet 14. Nov. 2024 · Vaughan

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Community-Kommentar Feedback - Ticketing system (Support)

Looking for an ETA on when this is expected to be deliverable. This request is over 5 years old, creates high risk to security, and the only update we have is it is “planned”.  Can we expect this in 2024?

Kommentar anzeigen · Gepostet 26. Juni 2024 · Vaughan

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Community-Kommentar Feedback - Ticketing system (Support)

August 2019 this was said to be on the roadmap with no ETA.

In December 2023 we heard the same update.

Are there any updates on where this is at?

Kommentar anzeigen · Bearbeitet 22. Mai 2024 · Vaughan

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Community-Kommentar Feedback - Chat and Messaging (Chat)

Lisa Tam Is there an updated release date for this dataset or has it been launched?

Kommentar anzeigen · Gepostet 09. Mai 2024 · Vaughan

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Community-Kommentar Feedback - Ticketing system (Support)

Zendesk recently added a feature to allow control of this setting, on a global scale. This means if there are some who would benefit, then you have to change it for all.

With teams around the world and workstreams in direct-to-consumer as well as wholesale channels we require flexibility in our setup. The feature to default to private comments can benefit some of our users, but not all.

I am advocating for this to be controlled on a user level as the original poster stated. Either by the Agents themselves in their profile, or at an admin level by the Brand or Group assigned to the ticket, or whatever else you may come up with that adds flexibility to the feature.

Referenced article on new feature: https://support.zendesk.com/hc/en-us/articles/6871403592474-Announcing-a-logic-improvement-for-the-Public-by-default-ticket-setting-coming-soon

Kommentar anzeigen · Gepostet 14. März 2024 · Vaughan

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Community-Kommentar Feedback - Chat and Messaging (Chat)

When is this planned to roll out in Q1?

Kommentar anzeigen · Gepostet 16. Feb. 2024 · Vaughan

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KommentarUsing legacy AI agent functionality

A large portion of our engagements with flow builder bots are free text input. How can we use Explore to report on what the free text entry is?

Kommentar anzeigen · Bearbeitet 15. Feb. 2024 · Vaughan

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Community-Kommentar Feedback - Chat and Messaging (Chat)

Eagerly awaiting this feature. Any news on where it is at or if it is on a roadmap yet?

Kommentar anzeigen · Gepostet 07. Feb. 2024 · Vaughan

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KommentarTicket editor, assignee, and requestor

This limitation is hindering the performance of our teams by truncating tables shared by requesters and hiding information behind a subtle ellipses. Please introduce a customizable limitation on displayed characters or enhance the ellipses to be more prominent to notify agents that Zendesk is hiding content in the request.

Kommentar anzeigen · Gepostet 17. Nov. 2023 · Vaughan

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