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Mario Amicarelli's Avatar

Mario Amicarelli

Joined Apr 15, 2021

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Last activity Oct 05, 2022

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ACTIVITY OVERVIEW

Latest activity by Mario Amicarelli

Mario Amicarelli commented,

CommentManaging your email

We had some tickets that were getting suspended because Zendesk "Detected email as being from a system user", but adding the email address to the allowlist indeed fixed the issue. I did confirm that there was nothing about an "x-header:" string in the email header as well. I suggest this solution be added to the guidance in this article for that particular suspension reason. 

View comment · Posted Oct 05, 2022 · Mario Amicarelli

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Mario Amicarelli commented,

CommentService Level Agreements (SLA), macros, and CSAT

I recommend using what @... outlined above, as this worked well for my organization:

"What we had to do was replace the bad URL link with the default URL. A customer will always leave a bad comment if they have a bad experience so taking them to another page is not an issue, but this stops any "automated" systems leaving you 'false' bad scores. 

Replace your existing bad link with the link below but leave the visible name as Bad, I'm Unsatisfied.

Good, I'm Satisfied

Bad, I'm Unsatisfied"

This method ensures the CSAT email looks the same to the end user, but doesn't automatically select a rating if the end user clicks the "Bad, I'm Unsatisfied" link, and therefore eliminates false negative ratings. 

Thanks for the recommendation, @...

View comment · Posted Apr 06, 2021 · Mario Amicarelli

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Mario Amicarelli commented,

Community comment Feedback - Reporting and analytics (Explore)

+1 for a quick resolution to this issue, particularly before Insights is retired.

Thanks for the help!

View comment · Posted Aug 03, 2020 · Mario Amicarelli

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