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Betty

Joined Apr 16, 2021

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Last activity Oct 07, 2024

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ACTIVITY OVERVIEW

Latest activity by Betty

Betty commented,

CommentTicket management

Many of our Views are assigned to different groups. Does the “Who has access” option affect the nesting functionality i.e. “Who has access” MUST be “Any Agent”?

 

View comment · Posted Oct 07, 2024 · Betty

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Betty commented,

CommentTicket management

Any plans to add Settings for the Interaction History? Archived tickets are still a part of the user's history and it would be great to see it all in one place. 

View comment · Posted Aug 12, 2024 · Betty

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Betty commented,

Community comment Feedback - Ticketing system (Support)

Great, I'll take a look at this. Thank you and sorry for the late reply.

View comment · Posted Aug 08, 2024 · Betty

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Betty commented,

Community comment Feedback - Ticketing system (Support)

Is this something that might be on the roadmap soon?

View comment · Posted Aug 08, 2024 · Betty

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Betty commented,

CommentTicket management

We have one Zendesk instance that covers six brands. Is there a way to separate the suspended tickets per brand, or edit the view to add a formatting option to filter by brand? 

View comment · Posted Aug 05, 2024 · Betty

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Betty commented,

Community comment Feedback - Help Center (Guide)

I agree. As we have agents worldwide, this would increase efficiency with solving tickets without waiting for confirmation from management if they cannot find the right internal articles/documentation. 

View comment · Posted Jul 10, 2024 · Betty

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Betty commented,

Community comment Feedback - Ticketing system (Support)

With multiple brands, searching for Macro title keywords isn't enough, as the agent would need to know the titles of all to begin with. When will there be a way to search using a keyword from the Macro body/description (not title)?

View comment · Posted May 16, 2024 · Betty

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Betty commented,

Community comment Feedback - Ticketing system (Support)

Thank you Au Finh. We are awaiting this feature to become available to Enterprise users, rather than pay for an additional app, so I appreciate your help but not what we're looking for atm. 

View comment · Posted May 14, 2024 · Betty

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Betty commented,

Community comment Feedback - Ticketing system (Support)

Is this available yet? To auto merge using Triggers or Automation?

View comment · Posted May 13, 2024 · Betty

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Betty commented,

CommentHelp with bots and automation

Any updates on when/if the Zendesk Answer Bot will allow us to add a stage/step to link to forms? We do not currently use the “Transfer to Agent” stage/step, as we work remotely and have a small team. Ideally, we would like all unresolved chats to lead to forms for ticket submission.

View comment · Posted Apr 02, 2024 · Betty

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