Zachary Hanes
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Total activity28
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Last activity
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Activity overview
Latest activity by Zachary Hanes-
Zachary Hanes commented,
We have this exact issue. This is a major functionality gap in the redaction feature.
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Zachary Hanes commented,
The definition of "away" in this article is different from what is shown in-product, and is pretty confusing. In the product it's defined as "Can't receive work, but work is added to the queue." T...
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Zachary Hanes commented,
Rebecca Katz my understanding is this is supported in Omnichannel Routing, which will work for messaging, but not chat. So I doubt this will developed, since it seems nothing new is being developed...
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Zachary Hanes commented,
Above, Marco says this: dropped chats will only count chats where the agent left the chat with an unanswered message by the customer Mark's original answer says this: Dropped chats are the numbe...
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Zachary Hanes commented,
When we redact text from a completed chat, we've noticed that it's still present in the transcript if you access it in the Zendesk Chat interface. Is that intended behavior? If we really want to re...
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Zachary Hanes commented,
I’ve been dealing with this exact problem for over two years now. I even left one company to join another one and found they had the same issue. I described it a while ago in this thread. The solut...
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Zachary Hanes commented,
I've been asked to put a feedback post together about having an SLA that runs on any end-user comment, but I've discovered that one has already been made here. I would encourage everyone on this th...
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Zachary Hanes commented,
I have a strong suspicion that the current proposed solution would not make it past our legal team. It's reasonable to expect that when you reply to an email, it's only going to the addresses inclu...
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Zachary Hanes commented,
To give more context on the use case where someone replies who is not a CC: I represent a company that signed up for an app using a shared address, e.g. hello@company.com. This address is an alias ...
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Zachary Hanes commented,
Hi @..., original poster here. I have joined a new company and run into this exact same issue. I've looked at the solution here, and I'm disappointed. The core of the problem is that tickets freque...