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Vaughan

Joined Apr 16, 2021

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Last activity Jan 29, 2025

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Latest activity by Vaughan

Vaughan commented,

Community comment Feedback - Ticketing system (Support)

I navigated here from an article discussing Previewing Macros, in which Zendesk engineers comments stated that the experience of being presented with the plaintext only version in the preview was expected, and that the poster of the issue should submit a feedback forum post here. Source: https://support.zendesk.com/hc/en-us/articles/4408887656602/comments/6454787578266

 

Now I find the feedback forum post for this and it is stating that it is actually an account issue that requires support?

 

Is this an expected experience, or an issue?

View comment · Posted Jan 29, 2025 · Vaughan

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Vaughan commented,

Community comment Feedback - Chat and Messaging (Chat)

We would like to see this function as well. Often we have profiles with multiple phone lines associated and replying via SMS requires selecting the correct line for the outbound message, not simply the default line of the profile. 

+1 for wanting an ability to determine the phone line which created a ticket via SMS.

View comment · Posted Nov 14, 2024 · Vaughan

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Vaughan commented,

Community comment Feedback - Ticketing system (Support)

Looking for an ETA on when this is expected to be deliverable. This request is over 5 years old, creates high risk to security, and the only update we have is it is “planned”.  Can we expect this in 2024?

View comment · Posted Jun 26, 2024 · Vaughan

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Vaughan commented,

Community comment Feedback - Ticketing system (Support)

August 2019 this was said to be on the roadmap with no ETA.

In December 2023 we heard the same update.

Are there any updates on where this is at?

View comment · Edited May 22, 2024 · Vaughan

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Vaughan commented,

Community comment Feedback - Chat and Messaging (Chat)

Lisa Tam Is there an updated release date for this dataset or has it been launched?

View comment · Posted May 09, 2024 · Vaughan

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Vaughan commented,

Community comment Feedback - Ticketing system (Support)

Zendesk recently added a feature to allow control of this setting, on a global scale. This means if there are some who would benefit, then you have to change it for all.

With teams around the world and workstreams in direct-to-consumer as well as wholesale channels we require flexibility in our setup. The feature to default to private comments can benefit some of our users, but not all.

I am advocating for this to be controlled on a user level as the original poster stated. Either by the Agents themselves in their profile, or at an admin level by the Brand or Group assigned to the ticket, or whatever else you may come up with that adds flexibility to the feature.

Referenced article on new feature: https://support.zendesk.com/hc/en-us/articles/6871403592474-Announcing-a-logic-improvement-for-the-Public-by-default-ticket-setting-coming-soon

View comment · Posted Mar 14, 2024 · Vaughan

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Vaughan commented,

Community comment Feedback - Chat and Messaging (Chat)

When is this planned to roll out in Q1?

View comment · Posted Feb 16, 2024 · Vaughan

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Vaughan commented,

CommentUsing legacy AI agent functionality

A large portion of our engagements with flow builder bots are free text input. How can we use Explore to report on what the free text entry is?

View comment · Edited Feb 15, 2024 · Vaughan

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Vaughan commented,

Community comment Feedback - Chat and Messaging (Chat)

Eagerly awaiting this feature. Any news on where it is at or if it is on a roadmap yet?

View comment · Posted Feb 07, 2024 · Vaughan

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Vaughan commented,

CommentTicket editor, assignee, and requestor

This limitation is hindering the performance of our teams by truncating tables shared by requesters and hiding information behind a subtle ellipses. Please introduce a customizable limitation on displayed characters or enhance the ellipses to be more prominent to notify agents that Zendesk is hiding content in the request.

View comment · Posted Nov 17, 2023 · Vaughan

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