Emily Harris

1. Community
2. Support - Product Feedback & Discussion
3. Erase tags

@nicole the 60 day limit doesn't seem to be working for us. Can you explain a little more about where it drops from when we don't use it? The team has a specific list of approved tags and I still m...

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• Emily Harris
• Created June 28, 2019 15:03
• 0 votes

1. Community
2. Support - Product Feedback & Discussion
3. Erase tags

Is that ^^ true? It doesn't appear to working like that for me, and if it is, that means I've got a management problem because agents are using non-approved tags. I still have old misspelled tags b...

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• Emily Harris
• Created March 20, 2019 21:01
• 1 vote

1. Talk
2. ...
3. Managing Talk
4. Managing overflow calls and after-hours routing (Talk Professional and Enterprise)

Awesome! Thank you!

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• Emily Harris
• Created February 07, 2019 18:54
• 0 votes

1. Talk
2. ...
3. Managing Talk
4. Managing overflow calls and after-hours routing (Talk Professional and Enterprise)

Do I have to have a second group of agents for this to work? What if I used one of our other numbers as the overflow number but it was still routed to the same group of agents? Essentially, this wo...

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• Emily Harris
• Created February 07, 2019 16:48
• 0 votes

1. Community
2. Support - Product Feedback & Discussion
3. Erase tags

I would also up vote this feature. We do a lot of reporting based on tags and have had it skewed by typos. Really frustrating.

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• Emily Harris
• Created December 10, 2018 20:09
• 1 vote

1. Support
2. ...
3. Managing security and user access in Zendesk Support
4. Automatically redacting credit card numbers from tickets (Professional and Enterprise)

Is it redacted before the ticket is opened/ read or only after ticket status changes? For example, if we wanted to see it initially to update the customers account but don't want it to save.

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• Emily Harris
• Created October 20, 2018 22:06
• 1 vote

1. Community
2. Support - Product Feedback & Discussion
3. Nested Agent Groups

We would love to have this feature too! I have reports that are specific to certain teams that all fall under the same department and it would make it much easier to be able to report on the depart...

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• Emily Harris
• Created October 18, 2018 15:37
• 0 votes

1. Talk
2. ...
3. Setting up Talk
4. Enabling Zendesk Talk and configuring general settings

Hi Daniel! That's helpful, thank you! What happens if we have our voicemail turned off? We have callers saying that they are put on hold for a period of time, as long as 6 minutes, and then abruptl...

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• Emily Harris
• Created May 23, 2018 18:07
• 0 votes

1. Talk
2. ...
3. Setting up Talk
4. Enabling Zendesk Talk and configuring general settings

How does the queue limit size? It sounds like it is kicking out the people with the longest wait time but I would like to just stop accepting new calls when we max out. Also, does that include call...

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• Emily Harris
• Created May 21, 2018 16:01
• 0 votes

1. Support
2. ...
3. Business rules
4. How do I add a hyperlink to a trigger?

What would I put for the link text? Is that the same text as the URL?

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• Emily Harris
• Created April 27, 2018 16:38
• 0 votes