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Hervin Centeno

Zendesk Customer Care
  • Total activity
    40
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Activity overview

Latest activity by Hervin Centeno
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    Hervin Centeno commented,

    Hi Josh and Fiona! I'll respond to your comments individually. Josh, unfortunately there is no Schedule permission available for custom roles outside of the Admin role. We have documentation that g...

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    Hervin Centeno commented,

    Hi Milos, First off, please accept my apologies for your experience so far. I understand it can be frustrating to not get a clear and timely answer to a question you have asked. I would be glad to ...

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    Hervin Centeno commented,

    Hi Jeferson, Unfortunately there is no setting or anything along those lines available in Zendesk Support. If you have a support address added in your Email channel settings and that same email add...

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    Hervin Centeno commented,

    Hi Saurav! That's a good question. I think it may be helpful to get some more information about what you're trying to achieve, so I'll create a ticket for you so we can dive into this. For your ref...

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    Hervin Centeno commented,

    Binh, Thank you for that clarification. You are absolutely correct in this case that user tags are only added to tickets upon creation and if the user with tags is the requester. No tags are added ...

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    Hervin Centeno commented,

    Binh, My apologies as I could have been a bit more clear and specific in my last reply. You can specifically use the {{ticket.assignee.tags}} placeholder in the subject or email body under any of t...

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    Hervin Centeno commented,

    Hi Binh, Agent/assignee tags can absolutely be added to a ticket if we're talking about including that information via placeholders. For example, if you wanted to create a trigger email notificatio...

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    Hervin Centeno commented,

    Hi Matthew,That is a good question! Looking into this, I'm getting a bit of a yes/no answer. When going to create a macro with an action to start a side conversation, once you select an option (ex....

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    Hervin Centeno commented,

    Hi Bruno, That's a great question. One good quote from this article is, "Workspaces are for recommendations, not restrictions." When it comes to setting a ticket form in a contextual workspace, you...

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    Hervin Centeno commented,

    Hi Stefano, In doing a bit of testing on my own account, I found that the behavior you experienced with user mapping appears to be expected. I created a new organization and set up user mapping for...