Richard Harris
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Total activity42
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Last activity
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Recent activity by Richard Harris-
Retain formatting when forwarding an email
When using the forward email option on a ticket we want it to keep the same formatting in the public reply. Our customer demographic (Dental Practices) often use a shared email and don't want to pr...
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Live Data for Average First Response Time
We want to know the Average first response time on Chats / Messaging. We can do this on explore but their is a 2 hour delay. We want this live figure so it updates through out the day and can see t...
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Explore to report time in minutes and seconds
We would like explore to report time in minutes and seconds. Currently you can have seconds or you have to have it report as 5.8 minutes. We rather it state 5 minutes and 50 seconds instead. Our te...
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Internal Articles can be linked into Chats
With Zendesk Support when using Public Replies or Email you are unable (Rightly so) to link in Internal Articles. However when serving Chats this is possible which confuses the end users who get ...
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Allow Zendesk to send emails to CC users without the requester having an email
We would like Zendesk to be able to send emails to CC users even if the requester doesn't have an email address. We are currently trying to drive support self service by using public replies to sen...
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Allow side conversation content to viewed via email notification
As a user it would be useful to see side conversation content on an email notification without having to click into the ticket. This can surely be possible if side conversation placeholders were ad...
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New Ticket Creation Layout Feedback
Zendesk Layout when creating tickets has changed. Why has this changed? Our team feedback is: "Its clunky, Just doesn't feel as responsive, Also big empty space and the subject bar text box is very...
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Bulk User Import using Zendesk ID
Currently Bulk End User Imports can only update users that have an email address or an External ID however: Most of our End User do not have an email address. External IDs are not added for users ...