Dainne Lucena
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Total activity407
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Last activity
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Activity overview
Latest activity by Dainne Lucena-
Dainne Lucena created an article,
Why does the transcript show the user left the conversation in messaging?
Question Why does the transcript show that the user left the conversation in messaging? Answer When the user is inactive for ten minutes, the transcript of the conversation is added to the ticket a...
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Dainne Lucena commented,
Hi Patrick Rieger,Your team might have enabled the customized ticket status. More information can be found here: https://support.zendesk.com/hc/en-us/community/posts/4416481894426-EAP-docs-Enabling...
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Dainne Lucena commented,
Hi Heather Rommel!Not at the moment. But can you post your use case to our Feedback on the ticketing system (Support) topic, using this template to format your feedback?
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Dainne Lucena commented,
Hi Phil Andrews, Not at the moment. But I did see a similar request submitted here: @mention slack user functionality on Zendesk. You can up-vote that original post and add your detailed use-case...
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Dainne Lucena commented,
Hi Ed Ball,If your team doesn't have any article verification notification rules set up, then it's probably because the article you own has yet to be verified as per this article. "These article...
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Dainne Lucena commented,
Hi Zsófia Spicze,Would you be referring to this function in the Knowledge Capture app where you can choose which Help Center to search from?
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Dainne Lucena commented,
Hi Kate Woollard,You are correct. In order to have access to Sell, you must be using an agent seat in your license as an agent or admin.
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Dainne Lucena commented,
Hi Maky, Prakruti Hindia just left an update on your post regarding the updated triggers and automation for messaging channels, including WhatsApp. You can check it out here
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Dainne Lucena commented,
Hi Callum Moffat, Yes, agents can create tickets on behalf of the user that is outside of their organization. But even if they are assigned to it, they won't be able to load that ticket since the...
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Dainne Lucena commented,
Hi Dave Symonds, At the moment the integration is limited to what you see here: Using the Shopify integration in Support and Chat as this has been hardcoded and cannot be changed. You would need to...