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Lorenzo

Joined Apr 16, 2021

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Last activity Oct 08, 2024

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ACTIVITY OVERVIEW

Latest activity by Lorenzo

Lorenzo created a post,

Post Feedback - Zendesk AI and automation

When using the bot translation feature, your company (or instance, or brand name) will be automatically translated. The result can be embarassing, depending on the language combination and the interpretation that the AI gives to your brand name. 

 

This should either be a hardcoded feature or an extra setting that admin can work on. 

Posted Oct 08, 2024 · Lorenzo

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Lorenzo commented,

CommentTicket customization

Is there a reason why customs ticket statuses cannot be used in macros? I find this to be very limiting when working with big teams and streamlined processes. 

View comment · Posted Aug 07, 2023 · Lorenzo

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Lorenzo commented,

CommentZendesk messaging

is the (way more) extensive set of conditions of Zopim triggers going to be made available in messaging any time soon? 

View comment · Posted Aug 02, 2023 · Lorenzo

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Lorenzo created a post,

Post Feedback - Ticketing system (Support)

Interesting case that was brought to my attention by a team member and that I went through with Jim from Zendesk Support to investigate: ticket not being updated after a reply from the message's recipient. 

Context: 

1) Ticket is created proactively by an agent who sends an email from their personal inbox to the recipient and our support address (in CC)

2) The recipient replies to the email and zendesk removes their address from the "to" field and moves it to the "cc" field 

3) Ticket is updated multiple times by the requester (which in this case is the agent that wrote the first email, not the recipient) via email coming from apple mail client, and from another agent who is using comments and internal notes in Zendesk

3) The requester replies to the last internal note of the agent and, in order to keep the comment not visible to the recipient, removes their address from cc 

4) The recipient send a new reply, and the reply does not update the ticket. 

Through the investigation Jim and I did, we understood that by removing the email addresses from the cc field and updating the ticket, the "header", which is a unique identifier of the ticket, was removed for the user who sent the reply, and this is the reason why the ticket was not updated. 

While this behaviour is technically expected, it's not really optimal: everybody would like the ticket to be updated if that user reaches out again. While this is definitely an edge case, it is advisable to fix this behaviour. 

Happy to provide more details if needed, and thanks for reading this. 

Posted May 17, 2023 · Lorenzo

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Lorenzo commented,

CommentThird party and social messaging channels

Dane can you let us know if we can incorporate multimedial links in the text of the autoresponder? I tried using HTML and it didn't work 

View comment · Posted Feb 24, 2023 · Lorenzo

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Lorenzo commented,

Community comment Feedback - Ticketing system (Support)

+1, the sooner we see this the better it is 

View comment · Posted Aug 26, 2022 · Lorenzo

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Lorenzo commented,

Community comment Feedback - Apps and integrations (Platform)

From the article Installing and using the Select an Address app:

If an agent is part of multiple groups, the app uses the primary group for the mapping of default address for new tickets created directly in Support, or if an existing ticket with a New status is opened by the agent.  To apply this mapping to all open tickets, see the section: Applying default email address to all open tickets.

Our organization would like to being able to disable this feature and, instead, use the email address that has been mapped to a group in the app settings. I think every organization that has agents in multiple groups -I'm sure there are many- would appreciate this. 

View comment · Posted Feb 23, 2022 · Lorenzo

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Lorenzo commented,

Community comment Feedback - Ticketing system (Support)

@... you can either do screenshots or get the text of the side conversation via an api call. Neither are practical solutions. 

We should find ways to push this development with Zendesk, but unfortunately this post isn't very popular. 

View comment · Posted Jun 29, 2021 · Lorenzo

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Lorenzo commented,

Community comment Feedback - Ticketing system (Support)

@... any update if this feature will be pipelined soon? 

View comment · Posted May 18, 2021 · Lorenzo

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Lorenzo commented,

CommentTicket basics

Hey @...

it is indeed the link that Lisa shared I can't access: 

https://support.zendesk.com/hc/en-us/articles/1260803937630

If you can help me accessing it, I would really appreciate it. 

View comment · Posted Apr 12, 2021 · Lorenzo

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