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Michael Duran

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Activity overview

Latest activity by Michael Duran
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    Michael Duran created a post,

    Adding CSAT to Agent Signature

    1. Community
    2. Off-topic discussions

    We are looking to embed our CSAT survey into our Agent signature.Typically, this is done through a separate email after the ticket is marked as Solved (24 hours after). Is there any way that we can...

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    Michael Duran commented,

    1. Community
    2. Zendesk Suite Q&A
    3. Adding Previous Conversation Directly into CSAT Follow-Up

    Katerina Louka Thank you for that tip!Follow-up question: When this is inputted, does the last comment in the conversation show in the ticket? And if so, is there a way to show the last comment fro...

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    Michael Duran created a post,

    Adding Previous Conversation Directly into CSAT Follow-Up

    1. Community
    2. Zendesk Suite Q&A

    We are looking into putting the previous conversation into our CSAT follow-up.  At the moment we use the placeholder {{ticket.link}} to help customers view the previous conversation. Customers have...

    • Michael Duran
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    Michael Duran commented,

    1. Support
    2. ...
    3. Reporting
    4. Enabling and using CSAT

    We want to include the previous conversation in the CSAT itself instead of the link. We found that customers need to sign into their user accounts to access the ticket.Is there a way to include the...

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