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Mistyamber Reynolds

Beigetreten 16. Apr. 2021

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Letzte Aktivität 08. Sept. 2023

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KommentarTicket customization

Other than setting a custom layout as the default, how do we apply them?  I'm not seeing that in documentation.  I can't set a layout at the group, view, or trigger level so how do I use it?

Kommentar anzeigen · Gepostet 12. Mai 2023 · Mistyamber Reynolds

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KommentarViews, ticket status, and ticket fields

I'd like to request that "Escalation" be added to the system default field "Type".  This way we can track customer escalations effectively.  It would be nice if it functioned in the same way a Problem ticket functions. 

Kommentar anzeigen · Gepostet 14. Apr. 2023 · Mistyamber Reynolds

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Community-Kommentar Q&A - Objects, workspaces, and rules

Volkan Akdugan amazing!  Thank you!

Kommentar anzeigen · Gepostet 11. Apr. 2023 · Mistyamber Reynolds

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Post Q&A - Objects, workspaces, and rules

I am not seeing a way to set agent status based on schedule.  When I first started configuring Omnichannel routing, all agents were set as Available even though many work different shifts.  It would be great if we could apply a schedule to an agent's profile so that we can ensure tickets do not get assigned to them off schedule (unless the agent manually updates their status).

Gepostet 10. Apr. 2023 · Mistyamber Reynolds

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KommentarMeasuring success

We would love to use Zendesk CSAT, however, the limitations of the rating scale prevent us from using it.  Having Good or Bad as the only options does not give us the level of detail we need.  I would love to see a five point scale and be able to customize when the survey goes out so I can use Zendesk for all our needs. 

Kommentar anzeigen · Gepostet 14. März 2023 · Mistyamber Reynolds

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KommentarWhat's new in Zendesk

Is it possible to get on an email list for ZD updates?

Kommentar anzeigen · Gepostet 02. Dez. 2022 · Mistyamber Reynolds

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Post Feedback - Ticketing system (Support)

The new customer profile page has slowed down my agents.  Previously, we could quickly see our custom customer fields in the side bar.  Now we have to click to a new tab and scroll far down the page to see those fields.  I would like the ability to surface those custom fields in the Key Details section and in the customer context side panel in the ticket view.  See screenshots for reference.

 

Gepostet 13. Okt. 2022 · Mistyamber Reynolds

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KommentarExplore recipes

@.... Nope.  I still cannot see time spent by agent rather than by case.

Kommentar anzeigen · Gepostet 19. Okt. 2021 · Mistyamber Reynolds

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KommentarTriggers and automations

I would like to have a trigger add a private comment on a ticket when a closed side conversation is replied to.  I also cannot find a way to reopen a side conversation if it is replied to via triggers.  We need this functionality. 

Kommentar anzeigen · Gepostet 15. Juni 2021 · Mistyamber Reynolds

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Community-Kommentar Feedback - Ticketing system (Support)

I would like to add my vote for this feature.  I keep seeing our internal employees get added to the suspended user list.  This makes their emails to our support team go to the suspended box.  I am not finding a way to quickly download the suspended user list so I can audit it.  This is frustrating. 

Kommentar anzeigen · Gepostet 22. Sept. 2020 · Mistyamber Reynolds

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