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Abbey O'Connor

Joined Oct 26, 2021

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Last activity Feb 12, 2024

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ACTIVITY OVERVIEW

Latest activity by Abbey O'Connor

Abbey O'Connor commented,

Community comment Feedback - Ticketing system (Support)

I'm not sure I understand the questions; how would a view update by itself? If a condition it required was no longer possible because a value was removed from the instance (say, it called for a certain ticket field value, which I removed)?

We would need visibility of ALL (made by agent, admin, or Zendesk) changes to views, either within the audit log and/or within the view itself.

View comment · Posted Feb 12, 2024 · Abbey O'Connor

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Abbey O'Connor commented,

Community comment Feedback - Help Center (Guide)

Would really love to see this option. We have additional brands available to our biggest accounts and to not have those support tickets available in their portal for them to view and monitor is really unfortunate.

View comment · Posted Dec 29, 2023 · Abbey O'Connor

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Abbey O'Connor created a post,

Post Feedback - Ticketing system (Support)

Would love if Zendesk allowed you to see, within a view, the history of changes to a view, including what the change was, who made it, and when. I am not able to easily identify this information in the Audit Log and am not sure that the audit log drills down enough to show the detail I am looking for.

Posted Dec 27, 2023 · Abbey O'Connor

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Abbey O'Connor commented,

CommentTicket customization

Can you only use the layout if you apply it to a Contextual Workspace? I created a new one in my Sandbox, set it as the default, and then refreshed my support instance a few times and it's still not showing the updated layout. Is there a step I am missing?

View comment · Posted Nov 21, 2023 · Abbey O'Connor

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Abbey O'Connor commented,

CommentExplore recipes

Thanks Alex Zheng. Just to be sure, I see "web form" and "web service" listed as attributes under "Update Channel". Checking both of those will show me just the comments sent within the Zendesk Support platform?

View comment · Posted Nov 06, 2023 · Abbey O'Connor

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Abbey O'Connor commented,

CommentExplore recipes

Hi Alex Zheng, thanks for the answer. Is there a way to see just comments sent from within  Zendesk if we wanted?

View comment · Posted Nov 03, 2023 · Abbey O'Connor

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Abbey O'Connor commented,

CommentExplore recipes

Are Agent Comments only comments sent by the agent from within Zendesk? Or, if the agent's individual email address is copied on the case, and they reply from our email platform (Outlook), does that also get counted as an "Agent Comment"?

View comment · Posted Nov 02, 2023 · Abbey O'Connor

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Abbey O'Connor commented,

Community comment Feedback - Ticketing system (Support)

Brett Bowser  if we sign up for the EAP and configure our user accounts so that the newest comments are on TOP, will we have to reset that layout when this gets included in a general release? Or whatever change we make to our accounts/users in the EAP will hold through?

View comment · Edited Oct 10, 2023 · Abbey O'Connor

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Abbey O'Connor commented,

Community comment Feedback - Ticketing system (Support)

This is definitely needed! It has been a pain point for our agents since we got Zendesk in (no visibility to end user or light agent's out of office). Would love to see OOO replies add to the case but not actively send out as an email to requester and cc on the case (perhaps show as an internal note with the ability to turn public).

View comment · Posted Oct 03, 2023 · Abbey O'Connor

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Abbey O'Connor commented,

Community comment Feedback - Ticketing system (Support)

This is causing confusion and frustration for our CS agents - it's hard to find the true NEWEST comment since it's not fully at the bottom, but rather at the top of the bottom-most comment. Please allow for an adjustment back to newest at the top.

Thanks!

View comment · Posted May 03, 2023 · Abbey O'Connor

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