Sophie Anderson
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Neueste Aktivität von Sophie Anderson-
hyperlinking placeholders
We'd like to be able to hyperlink text in a Macro using our ticket satisfaction survey URL placeholder: {{satisfaction.url}} This worked up until January 2022, but no longer works as the link it g...
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Ticket form dropdown values ordered by most used for Agent
In the field dropdowns in the ticket form, we’d like to see the options available appear in a ‘most used’ fashion. We’d like to see our most selected options appear at the top on a per Agent basis.
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Make some Organisation fields uneditable to Agents
We have Master Data Management (MDM) in place, and many of our 'Organisation fields' are populated from this system, so Agents should not make any changes/edits to them. Could there be a way for t...
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Side conversation thread order
We would like the thread in side conversations to appear with the most recent update/message at the top instead of needing to click 'jump to latest message' which sometimes does not work. The inge...
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Side conversation threads
The side conversation ingest ingests everything, including signatures and image files which are part of people’s signatures. If there is a long thread in the incoming email, old emails that are par...
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Side Conversations cramped text
Side conversations can be quite difficult to view. The display is cramped. It's better for short questions/answers, but if there is a lot of information in the reply, or a long thread of conversa...
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Text auto save in side conversations
In Zendesk you can switch between tabs while writing a Public Reply/Internal Note and the text will auto save for you. This does not happen when working in a side conversation. If you switch tabs...
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Chronological side conversation replies
It would be great if side conversation replies appeared chronologically within the context of the ticket. To explain in better detail: If I have an open ticket today and I start a side conversatio...