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Dainne Kiara Lucena-Laxamana's Avatar

Dainne Kiara Lucena-Laxamana

Joined Oct 16, 2021

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Last activity Jan 21, 2025

Zendesk Customer Care

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ACTIVITY OVERVIEW

Latest activity by Dainne Kiara Lucena-Laxamana

Dainne Kiara Lucena-Laxamana commented,

CommentReporting on workforce performance (WFM add-on)

Hi Morten Frisch ,

That feature is starting to be developed this quarter and should be released by the end of Q3

View comment · Posted Aug 14, 2024 · Dainne Kiara Lucena-Laxamana

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Dainne Kiara Lucena-Laxamana commented,

CommentWorkflow best practices and recipes

Hi Oscar, 

Rest assured that you are not doing anything wrong on your end. 

In terms of the ‘wording’ different from the article, that is to be expected when you activate custom ticket statuses. Existing automations that use an hours since [system ticket status name] condition are updated to the corresponding hours since status category [category name] condition.

As for the error you are getting, with how you've set up the automation, it's set to run multiple times on the same ticket due to automations running every hour. An automation must contain a condition that is true only once or an action that nullifies at least one of the conditions; otherwise, the automation will run in an endless loop. 

View comment · Posted Aug 13, 2024 · Dainne Kiara Lucena-Laxamana

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Dainne Kiara Lucena-Laxamana commented,

Community comment Q&A - Chat, messaging, and widgets

Hi David Pajda 

Any ticket created from the Messaging Widget would be a ticket under the ‘Messaging’ channel. But the actual step in the Messaging Widget that creates this ticket is the “Transfer to Agent”. Any other step won't generate a ticket. 

If you don't want to create a Messaging ticket, you could create a step that routes to your contact form instead. For example, it would look like this:

 

 


This utilizes the ‘Send a Message’ step in your Answers. More information can be found here for reference.

View comment · Posted Aug 13, 2024 · Dainne Kiara Lucena-Laxamana

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Dainne Kiara Lucena-Laxamana commented,

CommentEnd users and organizations

Hi Ben Pitts 

Could you provide your feedback on our community where our Developers and product managers can see. 

 

Specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions. You may also want to review the Product feedback guidelines and how to write an effective feedback post.

View comment · Posted Aug 09, 2024 · Dainne Kiara Lucena-Laxamana

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Dainne Kiara Lucena-Laxamana commented,

CommentZendesk messaging

Hi Dani!

The dates vary per account. You'd be notified if there is a set date for the migration. Rest assured you will be given time to prepare for this before we make the switch. As a heads, you can always switch back to Live Chat if it doesn't work out for your team: How do I turn off messaging and go back to live chat?

View comment · Posted Aug 09, 2024 · Dainne Kiara Lucena-Laxamana

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Dainne Kiara Lucena-Laxamana commented,

CommentViews, ticket status, and ticket fields

Hi Telus Health (Lifeworks EAP) ,

 

At the moment that's not possible yet. I advise you to provide your feedback on our community where our Developers and product managers can see. 
 

Specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions. You may also want to review the Product feedback guidelines and how to write an effective feedback post.

View comment · Posted Aug 09, 2024 · Dainne Kiara Lucena-Laxamana

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Dainne Kiara Lucena-Laxamana commented,

CommentUsing themes and customizing your Help Center

Hi Jack Brown !

Yes we do use HTML. For reference, you can check out these guides: Customizing the page templates with HTML and Curlybars & Customizing the CSS or JavaScript


 

View comment · Posted Aug 09, 2024 · Dainne Kiara Lucena-Laxamana

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Dainne Kiara Lucena-Laxamana commented,

CommentHow to manage the help center

Hi Karina Caro 

You can follow the steps here to get to the Guide admin > Customize design > Customize > Edit code

View comment · Posted Aug 09, 2024 · Dainne Kiara Lucena-Laxamana

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Dainne Kiara Lucena-Laxamana commented,

CommentImporting and exporting in Sell

Hi Shona O'Brien ,

Not available as of this moment. But once it's in the roadmap, our product managers will surely send an update here

View comment · Posted Aug 09, 2024 · Dainne Kiara Lucena-Laxamana

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Dainne Kiara Lucena-Laxamana commented,

Community comment Q&A - Reporting and analytics

Hi Mark Ikalina ,

You could utilize ‘tags’ for these types of scenarios. For example, you will apply a specific tag to ‘outbound emails’. From there you can  then create a custom calculated attribute to filter those tickets out. Please see Finding tickets that don't have a tag

View comment · Posted Aug 09, 2024 · Dainne Kiara Lucena-Laxamana

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