Michael Penland
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Total activity30
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Last activity
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Member since
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Votes6
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Activity overview
Latest activity by Michael Penland-
Michael Penland commented,
That’s Smart Tim! 😃
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Michael Penland commented,
Thanks! Now we need one-click switch between private/public instead of the drop-down. Draft mode is a good addition and adds the right friction compared to what the drop-down was designed for. N...
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Michael Penland commented,
I agree with this but it is a design limitation defect and not a feature request. This was a basic workflow functionality of classic workspace and now it's super inefficient. Not only to agents h...
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Michael Penland commented,
Agree. we need to be able to set an outbound greeting. also see https://support.zendesk.com/hc/en-us/community/posts/1260801099370-Pre-recorded-greeting-at-the-beginning-of-the-call-that-clearly-an...
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Michael Penland commented,
This is all well and good for one to one proactive tickets with limited dimensions. We want to notify specified contacts under organizations that meet various criteria. - one main requester and ...
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Michael Penland commented,
Agree on @ mention tags for Slack in side conversations. It technically kind of works if you have a simple call-out name but there isn't an auto populated picker. For example @penland works in ou...
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Michael Penland commented,
+1 Segmenting channels and topics is needed, at least for sending public responses. Primary use case is we don't want all of our agents to have the ability to send out public tweets. Thanks.
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Michael Penland commented,
Patrik - I personally wouldn't want it either, but agents ask for it to improve their experience. It's more efficient for them than hunting for the answer button every time a call comes in.
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Michael Penland commented,
Ditto on this request. Thanks.
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Michael Penland commented,
Agree. Nice to have feature that Desk.com supported 10 years ago.