autofill requester name

4 Comments

  • Nicole - Community Manager
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    Thanks for the feedback, Thomas. We'll keep your post open for other users to up-vote and share their own use cases in order to gauge interest and impact.

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  • Dan Cooper
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    It would be awesome to see something like Smart Compose in Gmail to make recommendations like this.  It could go beyond just autofilling the requester name, to offering up Answer Bot suggestions or other commonly typed content. 

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  • Thomas D'Hoe
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    Yes indeed, that's totally what I mean.

    This would improve working with tickets in an efficiency way for agents, and if I'm not wrong, that's one of the missions of Zendesk :-)

    Thanks!

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  • Mihaela Dragota
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    Hi Thomas D'Hoe,

     

    We are actually using macros for this kind of situation. One of our groups works with multiple organisations, each of them having a client-specific ending 'template'. I created all such templates as separate macros, which automatically adds everything but the body of the email, which is custom.

    I created them using placeholders, which take the first name of the requester and also the agent's full name as signature. 

    It does not entirely bring you what you have requested, but if you have a similar use case as hours, it might give you some ideas on how to accommodate this change for your teams.

    Regards.

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