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Tyler Tew

Joined Apr 15, 2021

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Last activity Oct 22, 2021

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ACTIVITY OVERVIEW

Latest activity by Tyler Tew

Tyler Tew commented,

Community comment Feedback - Reporting and analytics (Explore)

As with everyone else in the comments, I agree that this really needs to be implemented. It would give us significantly more options for reporting.

From what users are saying to how agents are responding, comment details could provide a great deal of insight.

View comment · Posted May 19, 2021 · Tyler Tew

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Tyler Tew commented,

CommentSlack integration

@... see you've made a few comments in the past about a new integration. I've got a couple of questions on that.

Will this new integration support custom ticket forms? The ability to ensure that certain details are always included in tickets/requests would be appreciated.

Is this new integration in the works currently? If so, can you share what sort of timeline you're aiming for?

View comment · Posted Apr 15, 2021 · Tyler Tew

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Tyler Tew commented,

CommentAttachments and CCs

I agree with Peider above. 

Given this security issue was called out >2 years ago at this point it this really should have been addressed.

I would expect the given the sheer volume of emails that get processed and handled by Zendesk, this would have been a priority well before now.

View comment · Posted Mar 17, 2021 · Tyler Tew

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Tyler Tew commented,

Community comment Feedback - Ticketing system (Support)

This has been up since 2017, is there any chance this request will gain traction/be added to the roadmap in the foreseeable future?

View comment · Posted Jan 12, 2021 · Tyler Tew

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Tyler Tew created a post,

Post Feedback - Ticketing system (Support)
Our org has recently started using light agents, and the restrictions really don't make sense.
 
Light Agents should be eligible for triggers and automations. By this I mean, they should both be targetable by role, and eligible in broader triggers as well.
 
Per this article, Light agents can not be used as conditions in triggers/automation. 
 
This seems like an unnecessary restriction and is also not accurate. Per my own experience, and confirmed by support, it seems that in reality, light agents are actually ignored by all triggers unless they are cc'd on the ticket.
 
Stepping up an employee from end-user to light agent should only grant additional features/options, not impose new restrictions.
 
Use-case example:
We would like to be able to automatically apply certain tags or set specific field values in cases where an email-to-case was submitted by a light agent.
Today, this is not possible.
 
Additionally, when our Light Agents use an email-to-case support address to submit cases on behalf of their customers, we would like to send them a specific notification, but can not do so.

Posted Jan 05, 2021 · Tyler Tew

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