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DB Franchising USA, LLC

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    DB Franchising USA, LLC hat einen Kommentar hinterlassen

    100% agree. It would be super helpful if we could use automation for ticket creation. aka every two weeks, I want the system to create a ticket with the exact same verbiage. Kina like a reoccurring...

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    DB Franchising USA, LLC hat einen Post erstellt

    Ability to receive calls through the Zendesk app

    If we are paying for Talk, we 100% should have the ability to answer calls from the mobile app. Right now we have to be logged on a web browser in order to be online and available. If we are just o...

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    DB Franchising USA, LLC hat einen Kommentar hinterlassen

    That makes sense. But one further question.. you are able to add a follower without adding them as a cc. Could Zendesk make a product enhancement that limits light agents from adding a cc but does ...

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    DB Franchising USA, LLC hat einen Post erstellt

    Light agents unable to @ other agents

    Light agents can do internal replies but they are unable to @ another agent. Why would you take away that simple function? If they have access to internal replies, they should have the ability to n...

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    DB Franchising USA, LLC hat einen Kommentar hinterlassen

    There needs to be a way for agents to see suspended tickets received at their team's support address. If 'ALL', and only All, for the privilege "which tickets can this agent have access to", is ena...

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    DB Franchising USA, LLC hat einen Kommentar hinterlassen

    Agreed. Agents have no way of knowing if a side conversation has been replied to or not. In the meantime, if you guys need a solution you can build a trigger for this. Create a checkbox ticket fiel...

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    DB Franchising USA, LLC hat einen Kommentar hinterlassen

    This is also critical to our day-to-day workflow as agents almost exclusively use the mobile app. Why would you not include PAID, crucial aspects of the web version on your mobile app? If we are pa...

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    DB Franchising USA, LLC hat einen Kommentar hinterlassen

    Included in the overall ticket print out.  It would logically make sense for the side conversations to appear in the sequence in which they were actually had. 

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    DB Franchising USA, LLC hat einen Post erstellt

    Printing Side Conversations

    We need the ability to have side conversations visible when we go to print the entire ticket. Those side conversations are still equally as important as the rest of the conversation thread. 

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    DB Franchising USA, LLC hat einen Kommentar hinterlassen

    This feature would benefit our team as well. Side conversation content is equally as important and should be included in the printing detail.