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Jamey DeLuzio's Avatar

Jamey DeLuzio

Joined Apr 15, 2021

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Last activity Oct 14, 2022

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ACTIVITY OVERVIEW

Latest activity by Jamey DeLuzio

Jamey DeLuzio commented,

CommentHow to create and update reports

Jon Thanks, that worked perfectly.  The only issue I had is that the roll of Agent also includes Light Agents (which I don't care about in this context).  I just added the Requester name as a filter, and it gives me what I need.  I wish Zendesk would provide log in / out stats for agents as part of a standard report.  

View comment · Posted Oct 14, 2022 · Jamey DeLuzio

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Jamey DeLuzio commented,

CommentSetting up Zendesk Chat

This article no longer appears to be correct or is misleading. 

"Contributors do not occupy an agent seat in Support unless they are manually upgraded to an agent role."

Technically this is correct but when the chat agent is added it does take full support agent seat, regardless of the support agent level.  I spoke with support, and this is the expected behavior.  

View comment · Posted Sep 19, 2022 · Jamey DeLuzio

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Jamey DeLuzio commented,

CommentData exports or data uploads

I have to say that this article is very misleading.  I spent about an hour on chat with Zendesk support, and "In the standard agent interface, light agents can serve chats." is only partially true.  Light agents can serve chats, but only if you give them a full agent seat.  Given that I'm not sure why "Light agents cannot serve chats in the Zendesk Agent Workspace, they need to be upgraded to agents." is even listed on the Limitations of Agent Workspace page - https://support.zendesk.com/hc/en-us/articles/4408821805338 since you have to use a full seat with our without agent workspace being enabled.  

View comment · Posted Sep 19, 2022 · Jamey DeLuzio

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