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Anne Ronalter

Joined Oct 16, 2021

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Last activity Sep 29, 2023

Zendesk Customer Care

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ACTIVITY OVERVIEW

Latest activity by Anne Ronalter

Anne Ronalter commented,

CommentUsers, groups, and organizations
Hello Ivan,

a follow-up ticket created by the end user is without an assignee. 
If a follow-up ticket is created by an Agent, it is also without tan assignee. So no matter how a follow-up ticket is created, the assignee field is always empty.
Also: "By default, you can not assign a follow-up ticket to the assignee of the ticket at the moment they closed."

Here you can also find more details on this topic:
Creating a follow-up for a closed ticket


If an Agent gets downgraded, the comments in a ticket will still remain public. They will just not be able to create new public comments in the ticket.


 

View comment · Posted Sep 29, 2023 · Anne Ronalter

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Anne Ronalter commented,

CommentGeneral account administration
Hello,

I can see, that you were able to log in to your account today.

Here you can also find more details on this topic:
How do I reset my password when I can't sign in? 

 
 

View comment · Posted Sep 29, 2023 · Anne Ronalter

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Anne Ronalter commented,

Community comment Q&A - Objects, workspaces, and rules
Hello Eduardo,

thank you on your Feedback on that.

Unfortunately, at the moment it is not possible for Triggers to react based on CCs.
I have also found the following similar Community posts about CCs and Trigger.

- Using CCs as conditions for Triggers and Automations 
- Add end-user as CC via Trigger or Automation 
- Create a trigger based on the condition if a CC matches some emailaddress 

View comment · Posted Sep 29, 2023 · Anne Ronalter

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Anne Ronalter commented,

CommentReporting for Talk
Hello Scott,

thank you for your Feedback on that.

It is currently not possible, because Calls are using the Talk Dataset and the SLA is using the Support Dataset.

Here you can read more about the available default datasets

View comment · Posted Sep 22, 2023 · Anne Ronalter

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Anne Ronalter commented,

Community comment Q&A - Help center and community
Hello William,

in general, you can do so and embed videos by enabling the "display unsafe content" option that is described here Editing the source code of help center articles.

However, to embed sources like Vimeo or iframe via custom code, you will have to check on their authentication settings.
 

View comment · Posted Sep 22, 2023 · Anne Ronalter

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Anne Ronalter commented,

CommentRouting
Hi Melissa,

in this case, omnichannel routing might an an option for you to get a smoother routing option between Agents.

Here you can read more About omnichannel routing with unified agent status.


 

View comment · Posted Sep 22, 2023 · Anne Ronalter

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Anne Ronalter commented,

Community comment Q&A - Help center and community
Hello Nazar,

I am sorry to hear that there are issues with content cues.

I can see, that you have also already opened a ticket with Support for us to assist you with this case and investigate further.

View comment · Posted Sep 22, 2023 · Anne Ronalter

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Anne Ronalter commented,

Community comment Feedback - Reporting and analytics (Explore)
Hello Michael,

thank you for your Feedback on that.

There is unfortunately no native way to do so due to the two different Datasets that would have to be used.

These would be the Support Dataset for Reporting on first reply time and the Talk Dataset for Reporting on calls with Explore

A workaround could potentially be Reporting with tags
You can add a specific Tag once a ticket is created via Voicemail and then build a report based on that using the Support Dataset for the first reply time.
So use a Trigger for example with the conditions Channel is Voicemail to add Tag.





 

View comment · Posted Sep 22, 2023 · Anne Ronalter

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Anne Ronalter commented,

Community comment Q&A - Sales CRM (Sell)
Hello Pulkit,

thank you for your Feedback on that.

Unfortunately, multiple currencies in one deal are not possible.

Here you can find more details on this topic:

Using multiple currencies in Sell
You may have a deal that has more than one currency attached to it, if so:
  • All reports for that deal are shown in the default currency for that deal.
  • Forecasting reports calculate the active deal value based on the current exchange rate.
  • Sales reports calculate the closed deal value based on the deal closing date exchange rate.

View comment · Posted Sep 21, 2023 · Anne Ronalter

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Anne Ronalter commented,

Community comment Feedback - Help Center (Guide)
Hello Pascal,

thank you for your Feedback on that.

Unfortunately it is currently not possible to restrict Guide roles based on a Brand due to the permissions being based on the account level and not by Brand.
 

View comment · Posted Sep 21, 2023 · Anne Ronalter

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