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Carl Hajal

Beigetreten 21. Feb. 2022

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Letzte Aktivität 28. Juni 2023

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Kommentar[ARCHIVE] Documentation

Can we have the answer bot send an email to the agent (assignee) instead of the requester? 

The suggested articles are not always accurate but it would be nice to prompt the agent with the suggested ones and they can evaluate them. 

 

thank you 

 

Kommentar anzeigen · Gepostet 21. Juli 2022 · Carl Hajal

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KommentarTicket automation and collaboration

Can I get a macro to submit a ticket? in other words, can I apply the macro so the email will be automatically sent without having to click the submit button? 

Thank you

Kommentar anzeigen · Gepostet 01. Juli 2022 · Carl Hajal

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KommentarTicket management

Hello Zendesk Community, 

Is there a possible way to generate a report that shows per day/week how much time an agent spent on his/her tickets? 

Thank you

 

Kommentar anzeigen · Gepostet 17. Mai 2022 · Carl Hajal

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KommentarTicket basics

Hello,

is it possible for light agent email replies (reply all from their own emails) to appear as a public comment? 

 When the reply is a private comment the ticket does not go from pending to open and that could be misleading for agents

thank you

Kommentar anzeigen · Gepostet 04. Mai 2022 · Carl Hajal

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Community-Kommentar Feedback - Ticketing system (Support)

Hello, 

If an agent replies from their email the comment is public but if a light agent replies via their email the comment is private! 

Did zendesk publish an update or new settings to allow light agents' email replies to be public? 

Kommentar anzeigen · Gepostet 04. Mai 2022 · Carl Hajal

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KommentarTicket automation and collaboration

Hello, 

In email side conversation, would it be possible to have an automatic link to the ticket in the signature of the email? 

Slack side conversations include a link to the case and the case number, wondering if that is possible for email side conversations. 

Additionally, would it be possible to use placeholders (ex: {{ticket.id}})  in email side conversations? or that's only possible with macros? 

Kommentar anzeigen · Gepostet 28. März 2022 · Carl Hajal

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KommentarTicket editor, assignee, and requestor

+1

On our end, if an agent mischaracterized a situation or new info came to light, we would like to be able to add it and change tags. 

Kommentar anzeigen · Gepostet 21. Feb. 2022 · Carl Hajal

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