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Perla Rimmerman's Avatar

Perla Rimmerman

Joined Apr 15, 2021

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Last activity Jul 03, 2024

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ACTIVITY OVERVIEW

Latest activity by Perla Rimmerman

Perla Rimmerman commented,

Community comment Feedback - Reporting and analytics (Explore)

+1 for the ability to report problem and linked incidents. 

View comment · Posted Jul 03, 2024 · Perla Rimmerman

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Perla Rimmerman commented,

CommentSlack integration

The biggest challenge for us with the new /zendesk command is that the info on the ticket created is sent as a DM instead of posting in the channel it was created. This reduces visibility for the team. The current workaround is to post a message in the channel, then create a ticket for the message. Is there a way to make it post in the channel again without the added step? 

 

View comment · Posted May 22, 2024 · Perla Rimmerman

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Perla Rimmerman commented,

CommentZendesk messaging

We don't have them either, and it would improve our life greatly to be able to fix the current challenges that messaging presents.

View comment · Posted Feb 01, 2024 · Perla Rimmerman

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Perla Rimmerman commented,

Community comment Feedback - Chat and Messaging (Chat)

I completely share the sentiment that this message is extremely annoying. It's become a daily nuisance, and it's gotten to the point where I cringe when I see it. It's definitely not the kind of experience I'd like to kick off my day with.

The suggested workaround is quite convoluted and impractical. Creating a separate group or department, configuring operating hours, and employing JavaScript APIs seems like an overly complicated solution for a feature that we didn’t request.

It'd be so much better if the system could address this problem directly, rather than making us jump through hoops.

View comment · Posted Nov 03, 2023 · Perla Rimmerman

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Perla Rimmerman commented,

CommentExplore recipes

Same here. It's been very hard for us to measure agent touches with the different channels, side conversations, etc. I would also love a recipe similar to what Marta Lagut suggested so we can accurately measure agents' contributions on any given day. 

View comment · Posted Mar 21, 2023 · Perla Rimmerman

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Perla Rimmerman commented,

Community comment Feedback - Ticketing system (Support)

Adding my vote. This feature is needed.

View comment · Posted Jul 09, 2021 · Perla Rimmerman

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Perla Rimmerman commented,

Community comment Feedback - Ticketing system (Support)

That is great news, Nicole! The ability to correct typos would be great. The typo for lost_shirt is not a fun one to have on reports :) 

View comment · Posted May 06, 2021 · Perla Rimmerman

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Perla Rimmerman commented,

Community comment Feedback - Ticketing system (Support)

Our use case is very similar to OP. This is a much needed integration.

View comment · Posted Mar 19, 2020 · Perla Rimmerman

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Perla Rimmerman commented,

Community comment Feedback - Ticketing system (Support)

If not able to implement a way to erase tags, at least add a way to prevent tags from showing in the auto-fill option for the ticket field, like a blacklist.

View comment · Posted Jul 13, 2018 · Perla Rimmerman

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Perla Rimmerman commented,

Community comment Feedback - Ticketing system (Support)

We really need a way to replace tags from closed tickets, since deleting them is not an option. We are left with several typos and incorrectly named tags forever and they are a source of confusion for our agents.

A suggested workaround: add the ability to remove tags from showing in the suggested list of tags.

View comment · Posted Jun 07, 2017 · Perla Rimmerman

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