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Sarah Wetzel

  • Total activity 56
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Activity overview

Latest activity by Sarah Wetzel
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    Sarah Wetzel commented,

    Hi! We've been using Guided Mode for about a month, and very sporadically we have agents reporting that they're not being placed in older tickets, instead newer ones. There's not really a way for u...

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    Sarah Wetzel commented,

    Hi Nicole, So just to confirm I understood correctly - NO comments will be received through Zendesk (neither as a new individual ticket nor as a public comment on the post's ticket) if a dark post ...

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    Sarah Wetzel commented,

    Hi,  I'm a bit confused. You say that ad comments are not a supported feature yet, however I see the option to activate this when connecting our Facebook page: See the last option, include unpublis...

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    Sarah Wetzel commented,

    Hello! There have been some releases by Twitter related to CSAT in their API (https://developer.twitter.com/en/docs/direct-messages/customer-feedback). Other third party tools have made this functi...

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    Sarah Wetzel commented,

    This is the response I've gotten from Zendesk regarding this issue, FYI: So here's what's happening: in order for us to be able to accommodate the new 280 character limit, we need Twitter to update...

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    Sarah Wetzel commented,

    If someone comments on a post after the 7-days, does it create a new ticket? Or it doesn't appear in Zendesk at all?

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    Sarah Wetzel commented,

    Yes, when are public tweet replies going to have the 280 characters? This is already available in the open Twitter API so it should be available in any 3rd party platform. Thanks!

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    Sarah Wetzel commented,

    Hi, I'm also looking for this solution. Please let us know if you find something!! I know it's possible to create a framework that would do this, and I'm looking for a freelancer who can do this/ha...

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    Sarah Wetzel commented,

    Hey Joel, Thanks for this reply! Useful information - however I still thing it would be best to be able to adjust visibility by ticket source. You're not likely to use the same kind of phrasing on ...

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    Sarah Wetzel created a post,

    Visibility of Macros by Channel Type

    We support multiple channels through Zendesk for a brand (social media, email). It would be ideal for an agent to only have macros specific to that channel visible when searching for a macro to use...