Heather Rommel
I love solutioning in Zendesk for different use cases. Working on Zendesk since 2015: Support, Guide, Chat, Talk, Explore (and Insights RIP).
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Heather Rommel hat einen Kommentar hinterlassen
Love this! Thank you! Wondering if this will lead to a Search & Replace functionality?
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Heather Rommel hat einen Kommentar hinterlassen
Hi! You might want to check out Ticket Sharing agreements if both are using Zendesk: https://support.zendesk.com/hc/en-us/articles/4408893967514-Sharing-tickets-with-other-Support-accounts
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Heather Rommel hat einen Kommentar hinterlassen
Love this User Tip! We tend to also lean towards Jacob Christensen's method - reopening On Hold every 7 days with a date field avail to agents to customize that as needed. But I like this article ...
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Heather Rommel hat einen Kommentar hinterlassen
I've posted a feature request -- requesting that when we click Send on the side convo when running the macro, let it save the ticket too so our agents don't navigate away from the ticket before sav...
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Heather Rommel hat einen Post erstellt
Save ticket updates on macros for Side Conversations and reduce clicks and errors!
We've noticed quite a hole in the use of macros for Side Conversations we're hoping Zendesk will close. When we start a Side Convo via Macro, we have to 1. Select the macro and run it 2. Click Send...
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Heather Rommel hat einen Kommentar hinterlassen
I agree bookmarking tickets should be built into the product. Right now the only way to do this natively is to add tags to them manually or something. We use Lovely Views app to bookmark and would...
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Heather Rommel hat einen Post erstellt
Activating Followers/CC functionality should NOT expose our emails
Hi PMs! I am shocked not to see this in feedback already. I did find a comment on at least one of the posts, though, so I hope this rings true to other folks also: We were investigating turning on ...
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Heather Rommel hat einen Kommentar hinterlassen
I couldn't agree more!! Zendesk please read!! I've posted a comment on this string which I am hoping is being monitored as well https://support.zendesk.com/hc/en-us/community/posts/4410323216922/co...
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Heather Rommel hat einen Kommentar hinterlassen
Maribeth Toleco, I'm wondering: Is the agent looking at the exact same view with the exact same tickets? Can you have the Agent refresh their screen? Maybe log in/log out? When they open the tick...
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Heather Rommel hat einen Kommentar hinterlassen
Hi Jennifer Yim, Wow, I can't believe I never responded to this! I think we might have talked about this but just for the sake of closing the loop: By Search results, do you mean the ability to co...