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Lisa Setford

Joined Jan 10, 2023

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Last activity Nov 20, 2024

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ACTIVITY OVERVIEW

Latest activity by Lisa Setford

Lisa Setford commented,

CommentCustomer service best practices and recipes

Hi Team,

If we have views in our current agent workspace, will there be any changes to this view or will they remain set up? 

View comment · Posted Sep 04, 2024 · Lisa Setford

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Lisa Setford commented,

CommentChat best practices and recipes

Hi Paolo,

Thank you, I've made the changes however it's still not working correctly. 
Do I need to create a separate trigger to exclude other departments who are in our instance? I've made the changes below and all departments are still receiving the message. 




View comment · Posted Dec 11, 2023 · Lisa Setford

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Lisa Setford commented,

CommentChat best practices and recipes

Hey,

Can this trigger run with Departments?
We don't want it to fire with certain Departments, have added "Department" Does not contain "Department name" and it's still firing.

View comment · Posted Dec 06, 2023 · Lisa Setford

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Lisa Setford commented,

CommentGeneral questions about email and email template

Hey Josh, 
We found a way around this issue.
Disable 'Personalised email replies' and ensure agent aliases are set up with first name and surname initial if preferred. 

Admin - Channels - Email - Personalised email replies option

View comment · Edited Sep 06, 2023 · Lisa Setford

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Lisa Setford commented,

CommentGeneral questions about email and email template

I also agree with the above.

We have also noticed this is happening on Side conversations, however, it is not consistent across the agents, meaning some full names are showing and some are not.

Could this please be updated so that when an alias is selected it flows across the whole instance? 
We need to protect our agent's identities at all times. 

View comment · Posted Aug 23, 2023 · Lisa Setford

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Lisa Setford commented,

Community comment Feedback - Ticketing system (Support)

Hi Team, 
We also require this function for our Sales team in Live Chat. 

When price matching we would like to request the competitor link from the cx prior to the chat being served.

Currently, there is a lot of back and forth between the agent and cx to obtain the information. 
This will benefit the team and save time for both the agent and cx.

We have had to request a quote to have the widget custom built which is an additional cost to the business. 

Please make this function available for your future customers. 

View comment · Posted Aug 15, 2023 · Lisa Setford

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Lisa Setford commented,

CommentHow to manage the widget for live chat

Great Question, we would also like to add a custom fields to the pre-chat form. For example, customers Post Code or prompt customer to provide a URL to product/item. 

View comment · Posted Aug 03, 2023 · Lisa Setford

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Lisa Setford commented,

Community comment Feedback - Ticketing system (Support)

Totally agree, this change has made it harder for agents and admins to search for tickets. Where we used to jump to a particular page we now need to scroll through one by one. 
Please change it back to display page numbers.

View comment · Posted Mar 28, 2023 · Lisa Setford

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Lisa Setford commented,

CommentSecurity and user access in Zendesk Support

Thank you, will have a look to see if suitable for our needs. 

View comment · Posted Jan 18, 2023 · Lisa Setford

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Lisa Setford commented,

CommentSecurity and user access in Zendesk Support

Is there a way to stop the redaction for gift cards with the same amount of digits as credit cards in Web Chat and Emails? 

View comment · Posted Jan 18, 2023 · Lisa Setford

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