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Andrea Rodriguez (CD Baby)'s Avatar

Andrea Rodriguez (CD Baby)

Joined Apr 15, 2021

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Last activity Sep 23, 2024

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ACTIVITY OVERVIEW

Latest activity by Andrea Rodriguez (CD Baby)

Andrea Rodriguez (CD Baby) commented,

Community comment Feedback - Help Center (Guide)

Katarzyna Karpinska

Hi Katarzyna! 

If you'll have me, I'd love to participate in the research. I have a lot of feelings about Guide and its collaboration tools. 

View comment · Posted Jan 12, 2023 · Andrea Rodriguez (CD Baby)

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Andrea Rodriguez (CD Baby) commented,

CommentTeam members and groups

Is dynamic content supported in the alias? We have titles that are translated to support our languages but it seems that it's not showing up.

View comment · Posted May 24, 2022 · Andrea Rodriguez (CD Baby)

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Andrea Rodriguez (CD Baby) commented,

CommentAI agents and automation best practices

Is there a way to always include the same articles when the answer bot fires? For example, we have an article of top 10 viewed articles and we'd like that to be included in the list each time. Is that possible?

View comment · Posted May 24, 2022 · Andrea Rodriguez (CD Baby)

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Andrea Rodriguez (CD Baby) commented,

CommentSpam and suspended tickets

I'd like to know if there is a way we can request to have a column added "to" email address. I'm finding that there are quite a few of legit tickets getting caught in spam and since it's very hard to search through all those tickets, I'm finding I have to spend almost have an hour pulling them out even though I get reports every hour. 

If we had the "to" address column, I'd be able to sort by "to" email and unsuspend in bulk. 

View comment · Posted May 18, 2022 · Andrea Rodriguez (CD Baby)

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Andrea Rodriguez (CD Baby) commented,

CommentTicket management

Well, this is disappointing. Part of the reason I encouraged one of our teams to create a brand new brand in ZD was for the issue with the forms. 

William Grote

The workaround we currently use is creating a macro that acts as a template for all new (outgoing/proactive) tickets. So we click the + ticket and apply the macro called "New Ticket" and it applies the appropriate brand, the appropriate form and assigns the ticket to the agent. Other than that, all outgoing/proactive macros for this team have the brand and form within the macro. 

View comment · Posted May 17, 2022 · Andrea Rodriguez (CD Baby)

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Andrea Rodriguez (CD Baby) commented,

Community comment Feedback - Help Center (Guide)

I wholeheartedly agree with this. 

We currently support 3 languages (English, Spanish and Portuguese). We find it extremely cumbersome to have to create three content blocks per article and that's only if we have one content block. Sometimes, we can have as many as 4-5 content blocks per one article.

Not only that, we have to update all content blocks in English, then publish and update Spanish then publish and finally Portuguese and publish. A feature that was supposed to save us a lot of time, ends up tripling (at the very least) the amount of time it takes for us to update articles in all languages at the same time. Additionally, training someone to do this, also takes time. If they miss a step, either a content block won't get updated, the article will be out of date, or a language will be out of date. 

View comment · Posted May 05, 2022 · Andrea Rodriguez (CD Baby)

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Andrea Rodriguez (CD Baby) commented,

CommentWorking with articles in the knowledge base

Is there any update on the ability to just have one content block get translated across all articles? We currently support 3 languages (English, Spanish and Portuguese). We find it extremely cumbersome to have to create three content blocks per article. Not only that, we have to update all content blocks in English, publish and update Spanish, publish, then Portuguese and publish.

View comment · Posted May 04, 2022 · Andrea Rodriguez (CD Baby)

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Andrea Rodriguez (CD Baby) commented,

CommentGeneral questions about email and email template

Hi Christine, 

I spoke with a ZD expert regarding a similar issue (we're multi-brand and the "wrong" default email address was showing up on the incorrect brand) and she mentioned that there is a way to have a default email for each group. I haven't tried it because, for us, this is a future state but it all lies within the Select an email address app settings. I think you'll want to play around with the settings  "Default email address for groups" and "Email addresses by group".  You'll need each group ID for those. Sorry I couldn't get you additional details since I haven't tried it yet. 

 

View comment · Edited Apr 20, 2022 · Andrea Rodriguez (CD Baby)

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Andrea Rodriguez (CD Baby) commented,

CommentCustomer management and profiles

Is there a way to mark a ticket as spam, but not suspend the user? Our clients are musicians and often send us their newsletters or tour announcements which we want to be marked as spam, but if they send us a support ticket via the webform from the same email address, we want to be able to receive that. I recall that this was a feature that was possible before, did this recently get updated? 

View comment · Posted Apr 12, 2022 · Andrea Rodriguez (CD Baby)

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Andrea Rodriguez (CD Baby) commented,

CommentSecurity and user access in Zendesk Support

Hi Monica, yes! That is really helpful! I think I'll be able to navigate what I need now, thanks so much! 

Related unrelated, does anyone know why when a new user is created, it applies that name to me and the other Admins? What is blacked out is completely unrelated to me.

View comment · Edited Mar 23, 2022 · Andrea Rodriguez (CD Baby)

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