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Matthew Searle

Joined Apr 15, 2021

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Last activity Oct 27, 2021

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ACTIVITY OVERVIEW

Latest activity by Matthew Searle

Matthew Searle commented,

Community comment Discussion - Tips and best practices from the community

I love this tip! We did this of our own accord about 18 months or so back and saw an instant uptick in our response rate.

View comment · Posted Jan 25, 2017 · Matthew Searle

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Matthew Searle commented,

Community commentDiscussion - Zendesk on Suite best practices

I'm just about to implement this on our account, but we have a few custom fields that we require to be filled in before a ticket can be solved but not before pending. Would the automation still set the tickets to solved without those fields?

If not, any suggestions for the best way to handle this?

I'm thinking that if the fields weren't filled out it could reopen but keep the bbs etc tags so that the agent can make the selection from the fields and then solve the ticket without interrupting the flow too much.

View comment · Posted Jun 11, 2015 · Matthew Searle

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