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Molly Fields

Beigetreten 25. Jan. 2022

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Letzte Aktivität 28. Aug. 2024

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KommentarManaging Talk

When a call ticket with a summary is merged into another ticket, the call summary and transcription is removed from the call ticket. Is this intentional? We would also like to see the call transcription be collapsible, as it takes up a lot of space and requries extra time to scroll past.

Kommentar anzeigen · Gepostet 28. Aug. 2024 · Molly Fields

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KommentarManaging Talk

Hi! As previously mentioned, the call transcripts are quite long, and take up a large portion of the ticket view (requiring lots of scrolling, and additional handle time).

 

Can the transcript be made collapsible? Similar to how you have to click on “Show call details” for a voicemail to read the voicemail transcript?

Kommentar anzeigen · Gepostet 22. Aug. 2024 · Molly Fields

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PostZendesk Support Beta - Modernized Conversational Experience

Our agents are very focused on AHT, and don't always remember to go to the Intelligence panel, or to the Requester Interaction History to locate tickets to merge.

 

It would be nice to have an alert pop up when they get on the ticket in play mode that directs them to the knowledge that the user has multiple open tickets. 

Gepostet 19. Aug. 2024 · Molly Fields

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KommentarFormatting and customizing your email

Hi! Which placeholder should be used in order to only show the agent alias, rather than having the full agent name be visible to the customer?

I'm referencing this article, as we are currently using the "{{ticket.comments_formatted}}" placeholder in our notification trigger, and the full agent name is exposed to the customer.

https://support.zendesk.com/hc/en-us/articles/4408846692250-Why-can-customers-see-the-agent-s-full-name-in-email-notifications-

Kommentar anzeigen · Gepostet 14. Aug. 2023 · Molly Fields

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