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Aleena Khan

Joined Dec 30, 2021

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Last activity Mar 07, 2022

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ACTIVITY OVERVIEW

Latest activity by Aleena Khan

Aleena Khan commented,

CommentEnd users and organizations

@... Sure - happy to chat. Please feel free to reach out.

View comment · Posted Feb 24, 2022 · Aleena Khan

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Aleena Khan commented,

CommentBusiness rules

Does anyone have any suggestions on how to modify the Take It trigger to not automatically assigned merged tickets to the person who merged the ticket? I was thinking the only path would be by using tags, but was unsure.

View comment · Posted Feb 16, 2022 · Aleena Khan

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Aleena Khan commented,

CommentEnd users and organizations

Hi, I don't understand the point of the Customers page. When you have a large list of customers, it seems natural to be able to filter by a list or sort them in a certain way, without having to pay for an add-on. Otherwise it's a giant list without a purpose! Can Zendesk take a look at implementing this?

View comment · Posted Feb 16, 2022 · Aleena Khan

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Aleena Khan commented,

Community comment Feedback - Ticketing system (Support)

This is surprising that this feature is missing, especially since Zendesk Sell has it. We have a need for this - it is too easy to mistype the email address an agent hears on a call with a customer and can lead to confusion and frustration on both sides. 

View comment · Posted Jan 13, 2022 · Aleena Khan

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Aleena Khan commented,

CommentViews, ticket status, and ticket fields

I agree, it is really frustrating to not be able to require it within the platform when you're actually in the ticket. How can agents check hundreds of emails to remind a day?

View comment · Posted Jan 05, 2022 · Aleena Khan

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Aleena Khan commented,

Community comment Feedback - Ticketing system (Support)

@... I'll upvote this thread. As someone newly implementing Zendesk, I was very surprised not to see this feature available and it made the implementation that much more difficult. We will undoubtedly be changing our ticket issue categories as we learn and evolve.

The workaround which we've preliminarily tested is to make sure all tags related to issue types are set up a particular way - so "_cat" at the end of each tag so that in future reports, we pull the old issue types in as well. The tag at least seems to remain with the ticket, even if the value is deleted. 

View comment · Posted Dec 30, 2021 · Aleena Khan

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Aleena Khan commented,

Community comment Feedback - Voice (Talk)

I agree, this seems like table stakes. What is the ETA for this? 

In the meantime Chad Reynolds thanks for the pro tip. I'll give it a try.

View comment · Posted Dec 30, 2021 · Aleena Khan

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Aleena Khan commented,

Community comment Feedback - Voice (Talk)

I agree, this is important and it's hard to connect with customers if it's not an option to help them understand who is calling. Is this something Twilio can at least support? 

Also, if we can't make outbound calls through toll free numbers that are recognizable, how can we make sure someone on the other line picks up?

View comment · Posted Dec 30, 2021 · Aleena Khan

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