Simon Boe Blouner
Zendesk consultant with 3+ years experience with the entire Zendesk product portfolio, from small scaleups to major enterprise clients
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Total activity35
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Last activity
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Activity overview
Latest activity by Simon Boe Blouner-
Simon Boe Blouner commented,
Amisha Sharma, it's most frequently when a call is done, and there is a need to both inform/follow up the customer and post information to the other agents in the team who might end up on the ticke...
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Simon Boe Blouner commented,
We believe the functionality of being able to work on a internal note while also working on a public reply is much more valuable than keeping the content when switching between public and private. ...
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Simon Boe Blouner commented,
Is there any changes coming to the amount of Views visible to agents? E.g. more than 12?
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Simon Boe Blouner commented,
Hey Ryan McGrew That is exactly what I mean! Following this procedure, we enable the customer to solve their request without forcing them to click an Answer Bot suggestion.
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Simon Boe Blouner created a post,
Remember filters in Knowledge tab in the Context panel
Feature Request Summary: In Agent Workspace, Context Panel, Knowledge tab, it would be nice to save the filters for when accessing the next ticket in both play mode and manual accessing tickets. ...
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Simon Boe Blouner commented,
This needs to be in Knowledge Tab in Context Panel for it to be valid replacement of Knowledge Capture
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Simon Boe Blouner created a post,
Make it easier to solve tickets via. Guide
Feature Request Summary: Making it easier for the end-user to solve their tickets themself would benefit the end-users and customer service teams. Also, it would give a clear insight into if the ...
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Simon Boe Blouner commented,
This is so nice! Please adapt this approach in the rest of the Product Teams as well :-)
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Simon Boe Blouner created a post,
Custom User Fields visibility
Feature Request Summary: It should be possible to choose which role a custom user field should be applied to, either Staff member or Enduser, or even both Description/Use Cases: In the current ...
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Simon Boe Blouner created a post,
SMIME certificate verification
Feature Request Summary: We would like to request verification of secure email certificates such as especially SMIME and the likes in Zendesk Support. Description/Use Cases: Currently, Zendesk ...