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Win Stacy
Joined May 13, 2021
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Last activity Jan 29, 2025
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Latest activity by Win Stacy
Win Stacy commented,
This feature is really needed for chat support in the agent workspace. Is there an ETA on when it will be provided?
Chat agents need to understand where the customers are chatting from at the beginning of the chat. To help provide the correct support related the country the customer is from. Yes, they can ask the customer for their location. But that is an extra question and wasted time. Especially because this detail was previously provided in the Chat app.
Zendesk Support's workaround, is to check the chat history (in the Chat Dashboard) once the chat is completed. This IS NOT a workaround. Once the chat is completed they would have already asked the customer for their location. The agent needs this information at the beginning of the chat not after it has ended.
View comment · Posted Mar 08, 2023 · Win Stacy
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Win Stacy commented,
Have the same use case. Agents are receiving emails to their personal work accounts, and most of these emails have others cc'd on them.
The agents are replying to the email and adding the support address. Which gets the conversation in Zendesk but the ticket requester is not correct.
Want to share the agent forwarding solution, but it doesn't support cc's.
View comment · Posted Aug 09, 2022 · Win Stacy
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Win Stacy commented,
Gonzalo Rivero I know this has been a while, hopefully you figured it out. In case you didn't find this article, here is an article that should help address your question. https://support.zendesk.com/hc/en-us/community/posts/4409507047578-Solving-a-ticket-while-leaving-assigned-to-group
View comment · Posted Jul 08, 2022 · Win Stacy
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Win Stacy commented,
Never mind, I read the article a little closer. I think I know what my mistake is
View comment · Posted Apr 01, 2021 · Win Stacy
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Win Stacy commented,
I am trying to get the time spent on a ticket in a given month. The account as the Time Tracking app. I am using the Support Tickets Data Set, and I copied and pasted the Update handling time (min) formula. But Explore keeps giving me a error (and the formatting in the formula doesn't match the example. What am I doing wrong?
View comment · Posted Apr 01, 2021 · Win Stacy
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