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Mistyamber Reynolds's Avatar

Mistyamber Reynolds

Joined Apr 16, 2021

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Last activity Sep 08, 2023

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ACTIVITY OVERVIEW

Latest activity by Mistyamber Reynolds

Mistyamber Reynolds commented,

CommentTicket customization

Other than setting a custom layout as the default, how do we apply them?  I'm not seeing that in documentation.  I can't set a layout at the group, view, or trigger level so how do I use it?

View comment · Posted May 12, 2023 · Mistyamber Reynolds

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Mistyamber Reynolds commented,

CommentViews, ticket status, and ticket fields

I'd like to request that "Escalation" be added to the system default field "Type".  This way we can track customer escalations effectively.  It would be nice if it functioned in the same way a Problem ticket functions. 

View comment · Posted Apr 14, 2023 · Mistyamber Reynolds

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Mistyamber Reynolds commented,

Community comment Q&A - Objects, workspaces, and rules

Volkan Akdugan amazing!  Thank you!

View comment · Posted Apr 11, 2023 · Mistyamber Reynolds

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Mistyamber Reynolds created a post,

Post Q&A - Objects, workspaces, and rules

I am not seeing a way to set agent status based on schedule.  When I first started configuring Omnichannel routing, all agents were set as Available even though many work different shifts.  It would be great if we could apply a schedule to an agent's profile so that we can ensure tickets do not get assigned to them off schedule (unless the agent manually updates their status).

Posted Apr 10, 2023 · Mistyamber Reynolds

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Mistyamber Reynolds commented,

CommentMeasuring success

We would love to use Zendesk CSAT, however, the limitations of the rating scale prevent us from using it.  Having Good or Bad as the only options does not give us the level of detail we need.  I would love to see a five point scale and be able to customize when the survey goes out so I can use Zendesk for all our needs. 

View comment · Posted Mar 14, 2023 · Mistyamber Reynolds

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Mistyamber Reynolds commented,

CommentWhat's new in Zendesk

Is it possible to get on an email list for ZD updates?

View comment · Posted Dec 02, 2022 · Mistyamber Reynolds

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Mistyamber Reynolds created a post,

Post Feedback - Ticketing system (Support)

The new customer profile page has slowed down my agents.  Previously, we could quickly see our custom customer fields in the side bar.  Now we have to click to a new tab and scroll far down the page to see those fields.  I would like the ability to surface those custom fields in the Key Details section and in the customer context side panel in the ticket view.  See screenshots for reference.

 

Posted Oct 13, 2022 · Mistyamber Reynolds

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Mistyamber Reynolds commented,

CommentExplore recipes

@.... Nope.  I still cannot see time spent by agent rather than by case.

View comment · Posted Oct 19, 2021 · Mistyamber Reynolds

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Mistyamber Reynolds commented,

CommentTriggers and automations

I would like to have a trigger add a private comment on a ticket when a closed side conversation is replied to.  I also cannot find a way to reopen a side conversation if it is replied to via triggers.  We need this functionality. 

View comment · Posted Jun 15, 2021 · Mistyamber Reynolds

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Mistyamber Reynolds commented,

Community comment Feedback - Ticketing system (Support)

I would like to add my vote for this feature.  I keep seeing our internal employees get added to the suspended user list.  This makes their emails to our support team go to the suspended box.  I am not finding a way to quickly download the suspended user list so I can audit it.  This is frustrating. 

View comment · Posted Sep 22, 2020 · Mistyamber Reynolds

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