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Darenne

Joined Oct 16, 2021

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Last activity Jan 06, 2025

Zendesk Customer Care

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ACTIVITY OVERVIEW

Latest activity by Darenne

Darenne commented,

Community comment Discussion - Success with Zendesk
Hi Yoan, thank you for reaching out to us regarding your recent concern. To ensure we fully understand your workflow and use case, I am creating a ticket for your issue. This will allow us to gather all necessary details and provide you with the best possible support.
 
Our team will review the information and get back to you shortly. If you have any additional details you'd like to share in the meantime, please feel free here. 

View comment · Posted Jan 06, 2025 · Darenne

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Darenne commented,

Community comment Q&A - Help center and community
Hi Sheena,
 
We would like to inform you that you have previously submitted a support ticket concerning your issue, and a dedicated advocate has already provided assistance. To prevent any confusion and to facilitate a seamless communication process, we kindly ask you to reference the following ticket ID in your future correspondence: #12809238.
 
Should you have any further inquiries or require additional assistance, please feel free to respond to this message.

View comment · Posted Jan 02, 2025 · Darenne

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Darenne commented,

Community comment Q&A - Tickets and email
Hi Ido, 
 
Thank you for reaching out to us. Upon checking, I can see that you have already created a support ticket regarding this concern, and a dedicated advocate is currently working on it. To avoid any confusion and to ensure a smooth communication process, please refer to the following ticket ID when reaching out: #13216837. This will help us assist you more efficiently.
 
If you have any further questions or need additional assistance, please don't hesitate to reply to this message.

View comment · Posted Jan 02, 2025 · Darenne

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Darenne commented,

Community comment Feedback - Ticketing system (Support)
Hi Megan,
 
I would like to extend a warm welcome to the Zendesk Community forum. My name is Darenne, and I will be providing assistance to you in this matter.
 
In reference to the description you provided, could you kindly confirm the original email address from which the email is being sent supposedly? This information is necessary for me to verify whether this address is configured as one of your support addresses. If it is indeed set up as such, it is standard procedure for emails sent to your external support address to be forwarded to support@xyz.zendesk.com. That's why it's being sent there.
 
Regarding the code that was sent to support@xyz.zendesk.com, I recommend checking your suspended tickets view to determine if they have been routed there if they are not created as tickets. 
 
I trust this information is helpful. Should you require any further assistance, please do not hesitate to reach out.

View comment · Posted Jan 02, 2025 · Darenne

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Darenne created an article,

ArticleHelp with user management

Question

Zendesk WFM account only shows deactivate user. How can I delete the user?

Answer

You should delete the user in the agent interface in Zendesk Support. For more information, see the article: Permanently deleting users.

If you downgrade an agent in your Zendesk instance to an end-user role, Zendesk will automatically deactivate this agent in WFM. This may take up to 12 hours for the system to register the downgrade.

Note that removing an agent won't remove all corresponding data. For example, a removed user with activity last month will still have the same registries on the platform, just no further activity after that.

Edited Aug 13, 2024 · Darenne

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Darenne commented,

CommentHow to manage phone numbers in Talk
Hi Scott,
 
I will create a ticket for the concern you raised because it's a bit complex. Our advocacy team will reach out to you soon with an update! Keep an eye on your inbox for the latest information.

View comment · Posted Jul 01, 2024 · Darenne

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Darenne commented,

Community comment Q&A - Reporting and analytics
Hi Siri, I hope you're doing great! 
 
You can make use of the Updates History dataset from Explore to accomplish this task! I've prepared a sample for you to refer to, please refer to the screenshot below:
 

 
I utilized the Updates as Metrics and selected the Ticket channel, as well as the Updater's name/role as Attributes. I then applied filters based on my preferred channels and roles to obtain the specific details required for my report.
 
I hope this helps! 

View comment · Posted Jun 03, 2024 · Darenne

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Darenne commented,

CommentAttachments and CCs
Hi Ron! I hohpe you're doing well. I wanted to reach out to you regarding your recent inquiries. We noticed that you've reached out to Zendesk Support via ticket ID #12620594 with the same concern. Your dedicated advocate will be handling all your requests and providing you with the support you need.
 
Have a lovely day! 

View comment · Posted May 22, 2024 · Darenne

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Darenne commented,

CommentHow to create and update reports
Hi Bill, thanks for your response. That's correct. It will also be cloned. Cloning creates an editable copy of the dashboard and all of its reports. When you clone a prebuilt dashboard, you also create copies of all the reports used in that dashboard. These cloned reports are stored in the corresponding default datasets. More information are stored in this article

View comment · Posted May 21, 2024 · Darenne

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Darenne commented,

CommentHow to create and update reports
Hi Pascal, I hope you're doing great! Thank you for your recent inquiry regarding "undo" options for unpublished changes in dashboard. Your interest in enhancing your experience with our product is truly appreciated.
 
However, I regret to inform you that this feature is currently not available. While I understand that this news may be disappointing, please rest assured that we are committed to delivering the best possible experience to our valued customers like yourself. 
 
I understand you've already included this on your response but I would recommend to clone a dashboard first if you need to make several edits before publishing, just so that you can compare the draft to the currently published state of the dashboard. 
 
Thank you so much for your understanding on this matter. 

View comment · Posted May 21, 2024 · Darenne

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