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Lucas Case

Joined Oct 16, 2021

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Last activity Oct 30, 2024

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ACTIVITY OVERVIEW

Latest activity by Lucas Case

Lucas Case commented,

Community comment Feedback - Chat and Messaging (Chat)

Stephanie Langlois thanks for your reply, we had another example why this is important. Some agents were exposed to highly undesired content and couldn't be protected from it by simply suspending a user. I understand the WA API doesn't support it, but even being able to block incoming messages on the Zendesk side would be really helpful.

To further endorse/empower the desire for this functionality, I think steps need to be taken to address the Digital Services Act, which states that Digital platforms need (WhatsApp included)  User Reporting and Redress Mechanisms: Platforms must provide easy-to-use mechanisms for users to report illegal content and appeal content moderation decisions.

View comment · Posted Jun 20, 2024 · Lucas Case

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Lucas Case commented,

CommentManaging your email

Mike DR how about subdomains? We want to allow the main domain, and block/reject a subdomain of the main domain? So allow: main.com and block: (reject:)sub.main.com

View comment · Posted Jun 11, 2024 · Lucas Case

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Lucas Case commented,

CommentManaging your email

I'm wondering if it is a problem to allow a head domain and block a subdomain. This has to do with a certain subdomain that is being used for messages from users (hashed), We would like to block these messages (an integration is already in place for this). So for example:

Allowlist: main.com

Blocklist: reject:sub.main.com

View comment · Edited Jun 11, 2024 · Lucas Case

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Lucas Case commented,

Community comment Feedback - Admin Center

This is really strange, this is clearly not an admin (only) function. I understand that overhauling the roles structure/function is not easily done, but for the time being, changing the function Roles>Channels>Manage channels and extensions to also include the bots would be a really helpful improvement and logical (even though more fine-tuning would be desirable)

View comment · Posted May 02, 2024 · Lucas Case

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Lucas Case commented,

Community comment Feedback - Ticketing system (Support)

In the Intelligence section the (suggested) macro's recently changed to be collapsed instead of expanded, so you can take in all the information and followup properly without "unnecessary" clicks. The macro's used to be directly visible when opening the ticket or opening the intelligence section (instead of being collapsed and only visible when clicking this tab open).

Is this a temporary change to facilitate some other changes/configurability later on? If not, this isn't a change for the better (even in the meanwhile, remembering the previous state of the suggested macro's to be collapsed or expanded would help speed up the agent).

View comment · Posted Mar 14, 2024 · Lucas Case

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Lucas Case commented,

CommentTicket automation and collaboration

The (suggested) macro's recently changed in the intelligence section, they used to be expanded when opening the ticket or opening the intelligence section (instead of being collapsed and only visible when clicking this tab open).

Is this a temporary change to facilitate some other changes/configurability later on? Otherwise, this isn't a change for the better (even in the meanwhile remembering the previous state of the suggested macro's to be collapsed or expanded would help).

View comment · Edited Mar 14, 2024 · Lucas Case

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Lucas Case created a post,

Post Feedback - Ticketing system (Support)

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

We want to use a sandbox with copied over ticket, this is currently not possible a when using Custom Objects (due to the dependencies), no notice or option to proceed copying tickets, the custom objects aren't copied anyway. This affects IT that isn't able to test an app or configuration in a non-production environment

What problem do you see this solving? (1-2 sentences) 

This is a crucial Enterprise function that is being blocked, I understand Custom Objects don’t work, but at least give us a workaround.

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur, and how does this impact your business? (3-4 sentences)

Continuously because there is no way around the issue atm.

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

NO

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

When creating a sandbox with tickets, give a popup stating that the customer uses Custom Objects, due to architectural limitations, this cannot be included in the sandbox, give the customer the option to proceed and copy ticket without Custom objects (more of an acknowledgement/agreement). Or fix the initial issue

Edited Dec 21, 2023 · Lucas Case

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Lucas Case commented,

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Lucas Case commented,

CommentSecurity and user access in Zendesk Support

Caroline Kello Am I correct in stating changes to an end user in their language are not captures in the Audit log? Knowing this would really be helpful because the end users language does or can be determining for routing or the offering of dynamic content. The article only states that changes in users are captured (and most changes are) but language doesn't seem to be.

View comment · Edited Oct 18, 2023 · Lucas Case

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Lucas Case commented,

Community comment Feedback - Ticketing system (Support)

@... I mean a vendor that created a normal ticket via channel that could be email, but also ticket form, chat (doesn't matter, the case is the same) and add that ticket as an email side conversation to another ticket. The reason why this should be an email side conversation is that the vendor is not part of your Zendesk agents (so creating a child ticket has no function, as this is normally being used for a partial responsibility or task fulfillment for another ZD department/agent not an external party).

Not every ticket is being grouped properly into the same conversation, so mostly due to improper handling of email outside Zendesk by customers/vendors. But the main reason is the first one.

View comment · Posted Feb 02, 2023 · Lucas Case

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