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Hege Solheim's Avatar

Hege Solheim

Joined Apr 15, 2021

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Last activity Feb 21, 2025

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ACTIVITY OVERVIEW

Latest activity by Hege Solheim

Hege Solheim commented,

CommentTicket automation and collaboration

To piggyback on the comment  above, can we expect to see summaries in Explore at some point? 

View comment · Posted Feb 17, 2025 · Hege Solheim

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Hege Solheim commented,

Community comment Feedback - Reporting and analytics (Explore)

+1 to this request. It would be great if we had the option to restrict access to editing certain dashboards.

View comment · Posted Feb 13, 2025 · Hege Solheim

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Hege Solheim commented,

CommentUsers, groups, and organizations

We have a multi-language Zendesk platform, with the default language set to English. Currently when creating a new customer, we enter the email address and then can input name/first name. For all other users than for our English-speaking markets, we then we need to close the customer created and reopen it then to correct the language in their user profile. As we have localized logos in our signatures per market, it is necessary for our agents to do this to ensure they do not email the customer with incorrect logo. Is there an option of adding "Requester language" to the user creation menu, in addition to email address and name? 

View comment · Posted Mar 22, 2024 · Hege Solheim

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Hege Solheim commented,

CommentTicket management

Is it just me, or is there still no link here? 

You can sign up for the EAP here

View comment · Posted Mar 20, 2024 · Hege Solheim

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Hege Solheim commented,

CommentTicket automation and collaboration

When can we expect further language support for Comment Enhancement? As mentioned earlier in the thread (https://support.zendesk.com/hc/en-us/articles/5608712782362/comments/6206094391066) it defaults to US English, while we would like the option to have the Enhancement rendered in UK English. 

View comment · Posted Jan 19, 2024 · Hege Solheim

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Hege Solheim commented,

CommentManaging Talk

What is the expected behaviour when calls are put on hold? Is it expected that the tickets will then have 2x call transcript and 2x call summary, where the first ones are partial and the second ones are complete? 

View comment · Posted Jan 09, 2024 · Hege Solheim

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Hege Solheim commented,

Community comment Feedback - Ticketing system (Support)

Agree that this feature should be possible to disable.

It should be possible to disable if one has a privacy concern regarding the translation. Also, since the feature isn't available across all channels, it should be able to disable if one instead wants to use a third-party translation service. 

View comment · Posted Sep 18, 2023 · Hege Solheim

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Hege Solheim commented,

Community comment Feedback - Reporting and analytics (Explore)

Agree with this feedback. It would be great to have a recovery-feature for deleted dashboards/reports, or perhaps a "middle" step where they are first deactivated before permanently deleted. 

View comment · Posted Jan 13, 2023 · Hege Solheim

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Hege Solheim created a post,

Post Feedback - Ticketing system (Support)

In the new agent workspace, our agents miss being able to see the chat and the customer before accepting it. In cases of repeat visitors to the chat, it would be neat that the agents could see this and the same agent the customer has spoken to before could pick the chat up.

Posted May 07, 2021 · Hege Solheim

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Hege Solheim created a post,

Post Q&A - Tickets and email

When working with multiple tabs, our agents find that it isn't easy to immediately identify which tab is the active one. It would be great if we could for example customize the UI colors for the ticket tabs, so that we could make it clearer to the agent which the active tab is. 

Posted May 07, 2021 · Hege Solheim

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