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Katie R.M.

Joined Apr 15, 2021

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Last activity Dec 08, 2022

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ACTIVITY OVERVIEW

Latest activity by Katie R.M.

Katie R.M. commented,

CommentSecurity and user access in Zendesk Support

Does the Audit Log show changes made to reports or dashboards in Explore?

We're preparing to train some new Editors and it would be helpful if we could see what they changed in a particular report or dashboard for troubleshooting purposes. 

View comment · Posted Dec 08, 2022 · Katie R.M.

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Katie R.M. commented,

CommentWorkflow best practices and recipes

I set up a "bump and solve" automation but when it runs, it's wiping out all of the data that the agent submitted in the ticket fields. How do I stop that from happening? There is no uniform data set that applies universally to all tickets so setting the fields to a certain value is not an option. 

View comment · Edited Aug 18, 2022 · Katie R.M.

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Katie R.M. created a post,

Post Feedback - Ticketing system (Support)

We often have issues that impact multiple users. It would be really helpful if we had a way to BCC all affected users so we can manage only one incident ticket and message everyone the same thing at the same time.

Currently, if we merge the tickets, all email addresses are exposed and it generates a lot of complaints. So, we're stuck having to have 2-3 agents spending hours managing these communications. Having BCC would save my small team tons of time.

Posted Feb 17, 2021 · Katie R.M.

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Katie R.M. commented,

Community comment Feedback - Ticketing system (Support)

@... My organization would be interested in joining this EAP. Thanks! 

View comment · Posted Feb 12, 2020 · Katie R.M.

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Katie R.M. commented,

Community comment Feedback - Ticketing system (Support)

I work for a smaller company and have been tasked with developing the data retention policy for my group. The current lack of tools to set a data retention policy without additional spend is appalling. Our engineering team already runs extremely lean and doesn't have the resources to help me with an API; there are not enough details in any of the API articles to help me do this myself. My higher-ups won't approve additional spend on any of the apps geared towards this. ZenDesk needs to integrate data retention into its program sooner rather than later. 

View comment · Posted Aug 14, 2019 · Katie R.M.

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