Dainne Lucena
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Total activity421
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Last activity
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Member since
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Following0 users
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Followed by12 users
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Votes1
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Subscriptions203
Activity overview
Latest activity by Dainne Lucena-
Dainne Lucena commented,
Hi Jahn BronillaI went ahead & created a ticket on your behalf regarding this request. Please keep an eye out for our Email!
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Dainne Lucena commented,
Hi D.FitzIt would depend on what SLA metric you are working on since there are some that gets paused when tagged as pending: Can I pause the SLA timer or reset it under certain conditions? Reques...
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Dainne Lucena commented,
Hi Daniel! This looks to be an expected behavior at the moment wherein Outlook react emojis are reopening tickets in Zendesk & are getting added as a public comment. In terms of it being a public c...
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Dainne Lucena commented,
Hi Stephen Keogh,At the moment, this would be Zendesk's recommendation which yes, is a bit basic compared to the tip provided by Melissa. Maybe some members of the community may have other ideas o...
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Dainne Lucena commented,
Hi Josef Prandstetter,I went ahead & created a ticket on your behalf to look into why the "Details" user field is not an available field in your Essentials Card. Please keep an eye out for our email
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Dainne Lucena commented,
Hi sspeed!Sorry to hear that your team is experiencing issues with Talk in Citrix. Citrix can provide ‘virtualized’ IT environments for users. We’d be very limited in troubleshooting that or to rea...
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Dainne Lucena commented,
Hi Stephen Keogh, By design & as stated here: About CSAT (Customer Satisfaction) ratings in Zendesk Support Satisfaction rating is per ticket, not per customer. End users receive a survey request ...
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Dainne Lucena commented,
Hi Mayra, By default, the channel of all follow-up tickets are "Closed tickets". I went ahead & created a ticket for you so we can look into your Follow-up Tickets further, along with checking th...
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Dainne Lucena commented,
Hi Viktor Hristovski!I went ahead & created a ticket on your behalf to look into that behavior with the dropdown. Please keep an eye out for our team's update on the matter
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Dainne Lucena commented,
Hi Brad Harris!The team is still working on this from our end. No worries though as I also went ahead and created a ticket for you so your team would be looped in on any updates.