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Andrea Rodriguez (CD Baby)
Beigetreten 15. Apr. 2021
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Letzte Aktivität 23. Sept. 2024
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Andrea Rodriguez (CD Baby) hat einen Kommentar hinterlassen
Hi Katarzyna!
If you'll have me, I'd love to participate in the research. I have a lot of feelings about Guide and its collaboration tools.
Kommentar anzeigen · Gepostet 12. Jan. 2023 · Andrea Rodriguez (CD Baby)
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Is dynamic content supported in the alias? We have titles that are translated to support our languages but it seems that it's not showing up.
Kommentar anzeigen · Gepostet 24. Mai 2022 · Andrea Rodriguez (CD Baby)
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Andrea Rodriguez (CD Baby) hat einen Kommentar hinterlassen
Is there a way to always include the same articles when the answer bot fires? For example, we have an article of top 10 viewed articles and we'd like that to be included in the list each time. Is that possible?
Kommentar anzeigen · Gepostet 24. Mai 2022 · Andrea Rodriguez (CD Baby)
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Andrea Rodriguez (CD Baby) hat einen Kommentar hinterlassen
I'd like to know if there is a way we can request to have a column added "to" email address. I'm finding that there are quite a few of legit tickets getting caught in spam and since it's very hard to search through all those tickets, I'm finding I have to spend almost have an hour pulling them out even though I get reports every hour.
If we had the "to" address column, I'd be able to sort by "to" email and unsuspend in bulk.
Kommentar anzeigen · Gepostet 18. Mai 2022 · Andrea Rodriguez (CD Baby)
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Andrea Rodriguez (CD Baby) hat einen Kommentar hinterlassen
Well, this is disappointing. Part of the reason I encouraged one of our teams to create a brand new brand in ZD was for the issue with the forms.
William Grote
The workaround we currently use is creating a macro that acts as a template for all new (outgoing/proactive) tickets. So we click the + ticket and apply the macro called "New Ticket" and it applies the appropriate brand, the appropriate form and assigns the ticket to the agent. Other than that, all outgoing/proactive macros for this team have the brand and form within the macro.
Kommentar anzeigen · Gepostet 17. Mai 2022 · Andrea Rodriguez (CD Baby)
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Andrea Rodriguez (CD Baby) hat einen Kommentar hinterlassen
I wholeheartedly agree with this.
We currently support 3 languages (English, Spanish and Portuguese). We find it extremely cumbersome to have to create three content blocks per article and that's only if we have one content block. Sometimes, we can have as many as 4-5 content blocks per one article.
Not only that, we have to update all content blocks in English, then publish and update Spanish then publish and finally Portuguese and publish. A feature that was supposed to save us a lot of time, ends up tripling (at the very least) the amount of time it takes for us to update articles in all languages at the same time. Additionally, training someone to do this, also takes time. If they miss a step, either a content block won't get updated, the article will be out of date, or a language will be out of date.
Kommentar anzeigen · Gepostet 05. Mai 2022 · Andrea Rodriguez (CD Baby)
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Andrea Rodriguez (CD Baby) hat einen Kommentar hinterlassen
Is there any update on the ability to just have one content block get translated across all articles? We currently support 3 languages (English, Spanish and Portuguese). We find it extremely cumbersome to have to create three content blocks per article. Not only that, we have to update all content blocks in English, publish and update Spanish, publish, then Portuguese and publish.
Kommentar anzeigen · Gepostet 04. Mai 2022 · Andrea Rodriguez (CD Baby)
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Andrea Rodriguez (CD Baby) hat einen Kommentar hinterlassen
Hi Christine,
I spoke with a ZD expert regarding a similar issue (we're multi-brand and the "wrong" default email address was showing up on the incorrect brand) and she mentioned that there is a way to have a default email for each group. I haven't tried it because, for us, this is a future state but it all lies within the Select an email address app settings. I think you'll want to play around with the settings "Default email address for groups" and "Email addresses by group". You'll need each group ID for those. Sorry I couldn't get you additional details since I haven't tried it yet.
Kommentar anzeigen · Bearbeitet 20. Apr. 2022 · Andrea Rodriguez (CD Baby)
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Andrea Rodriguez (CD Baby) hat einen Kommentar hinterlassen
Is there a way to mark a ticket as spam, but not suspend the user? Our clients are musicians and often send us their newsletters or tour announcements which we want to be marked as spam, but if they send us a support ticket via the webform from the same email address, we want to be able to receive that. I recall that this was a feature that was possible before, did this recently get updated?
Kommentar anzeigen · Gepostet 12. Apr. 2022 · Andrea Rodriguez (CD Baby)
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Andrea Rodriguez (CD Baby) hat einen Kommentar hinterlassen
Hi Monica, yes! That is really helpful! I think I'll be able to navigate what I need now, thanks so much!
Related unrelated, does anyone know why when a new user is created, it applies that name to me and the other Admins? What is blacked out is completely unrelated to me.
Kommentar anzeigen · Bearbeitet 23. März 2022 · Andrea Rodriguez (CD Baby)
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