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dschmidt
Joined Apr 15, 2021
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Last activity Dec 06, 2024
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Latest activity by dschmidt
dschmidt commented,
Unfortunately we are on Professional; multiple schedules would probably work if we were on an Enterprise plan. It would be nice if that was an a la carte add-on.
View comment · Posted Aug 24, 2023 · dschmidt
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dschmidt commented,
This is a challenge for us as well. Our approach is for admins to manually add and remove agents from the groups that correspond to the different numbers depending on coverage requirements. One issue with this is that when you remove an agent from a group, they lose ownership of any non-closed tickets they may have in that group, which can affect metrics.
View comment · Posted Aug 24, 2023 · dschmidt
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dschmidt commented,
This warm transfer functionality is highly desired by our teams too.
View comment · Posted Nov 17, 2022 · dschmidt
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dschmidt created a post,
When personalized replies are enabled (Enabling personalized email replies – Zendesk help), the setting applies to both end users and agents. Including the support address name after the end user name in the From: line on email notifications can falsely imply that the end user is a member of the support team associated with that support address.
I would like the option for this setting to apply only for agents, so email notifications triggered by end users do not include the support address name. Alternatively, the appended support address name for email notifications triggered by end users should include "reply via" or another customizable string.
For example:
From: Agent Name (Support Address Name)
vs
From: End User Name
alternatively:
From: Agent Name (Support Address Name)
vs
From: End User Name (reply via Support Address Name)
Posted Aug 23, 2022 · dschmidt
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dschmidt commented,
Has anyone else seen an issue recently with the Assignment Control app where it activates immediately upon viewing a ticket, instead of only when the assignee drop-drown selection box is opened?
The result is that when viewing a ticket that is already assigned to a hidden group (by trigger, macro, etc), the assignee field is changed to blank ("-"), and the ticket cannot be updated without reassigning it to a non-hidden group.
This is happening for me in both Chrome and Edge.
View comment · Posted Jul 11, 2022 · dschmidt
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dschmidt commented,
Agreed. It should be possible to limit playback of call recordings to Admins and Team Leads. It is bad enough that full Agents can listen to each other's recorded calls, but it especially complicates the rollout of Light Agents.
View comment · Posted May 26, 2022 · dschmidt
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dschmidt commented,
I agree. It should be possible to enable automatic recording of inbound calls without requiring manual customer opt-in, while automatic recording of outbound calls remains disabled.
View comment · Posted May 26, 2022 · dschmidt
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dschmidt commented,
I suggest you add app.pendo.io to this list. I had problems with transfers / conferencing until I added that to my exceptions.
View comment · Posted Apr 29, 2022 · dschmidt
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