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Perla Rimmerman
Joined Apr 15, 2021
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Last activity Jul 03, 2024
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Latest activity by Perla Rimmerman
Perla Rimmerman commented,
+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,
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,
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,
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,
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,
Adding my vote. This feature is needed.
View comment · Posted Jul 09, 2021 · Perla Rimmerman
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Perla Rimmerman commented,
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,
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,
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,
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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