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Hege Solheim

Beigetreten 15. Apr. 2021

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Letzte Aktivität 25. Feb. 2025

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Community-KommentarZendesk EAP - Entity detection

Agree with above comment, as one of the major reasons to use this would be to flag ID strings with a specific structure (a combination of a set of letters indetifying the market + a set of digits, for example ANO123456789 and ASE12456789), which wouldn't work with the current drop-down functionality. 

Kommentar anzeigen · Gepostet 25. Feb. 2025 · Hege Solheim

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KommentarTicket automation and collaboration

To piggyback on the comment  above, can we expect to see summaries in Explore at some point? 

Kommentar anzeigen · Gepostet 17. Feb. 2025 · Hege Solheim

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Community-Kommentar Feedback - Reporting and analytics (Explore)

+1 to this request. It would be great if we had the option to restrict access to editing certain dashboards.

Kommentar anzeigen · Gepostet 13. Feb. 2025 · Hege Solheim

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KommentarUsers, groups, and organizations

We have a multi-language Zendesk platform, with the default language set to English. Currently when creating a new customer, we enter the email address and then can input name/first name. For all other users than for our English-speaking markets, we then we need to close the customer created and reopen it then to correct the language in their user profile. As we have localized logos in our signatures per market, it is necessary for our agents to do this to ensure they do not email the customer with incorrect logo. Is there an option of adding "Requester language" to the user creation menu, in addition to email address and name? 

Kommentar anzeigen · Gepostet 22. März 2024 · Hege Solheim

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KommentarTicket management

Is it just me, or is there still no link here? 

You can sign up for the EAP here

Kommentar anzeigen · Gepostet 20. März 2024 · Hege Solheim

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KommentarTicket automation and collaboration

When can we expect further language support for Comment Enhancement? As mentioned earlier in the thread (https://support.zendesk.com/hc/en-us/articles/5608712782362/comments/6206094391066) it defaults to US English, while we would like the option to have the Enhancement rendered in UK English. 

Kommentar anzeigen · Gepostet 19. Jan. 2024 · Hege Solheim

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KommentarManaging Talk

What is the expected behaviour when calls are put on hold? Is it expected that the tickets will then have 2x call transcript and 2x call summary, where the first ones are partial and the second ones are complete? 

Kommentar anzeigen · Gepostet 09. Jan. 2024 · Hege Solheim

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Community-Kommentar Feedback - Ticketing system (Support)

Agree that this feature should be possible to disable.

It should be possible to disable if one has a privacy concern regarding the translation. Also, since the feature isn't available across all channels, it should be able to disable if one instead wants to use a third-party translation service. 

Kommentar anzeigen · Gepostet 18. Sept. 2023 · Hege Solheim

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Community-Kommentar Feedback - Reporting and analytics (Explore)

Agree with this feedback. It would be great to have a recovery-feature for deleted dashboards/reports, or perhaps a "middle" step where they are first deactivated before permanently deleted. 

Kommentar anzeigen · Gepostet 13. Jan. 2023 · Hege Solheim

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Hege Solheim hat einen Post erstellt

Post Feedback - Ticketing system (Support)

In the new agent workspace, our agents miss being able to see the chat and the customer before accepting it. In cases of repeat visitors to the chat, it would be neat that the agents could see this and the same agent the customer has spoken to before could pick the chat up.

Gepostet 07. Mai 2021 · Hege Solheim

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