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Carl Hajal

Joined Feb 21, 2022

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Last activity Jun 28, 2023

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ACTIVITY OVERVIEW

Latest activity by Carl Hajal

Carl Hajal commented,

Comment[ARCHIVE] Documentation

Can we have the answer bot send an email to the agent (assignee) instead of the requester? 

The suggested articles are not always accurate but it would be nice to prompt the agent with the suggested ones and they can evaluate them. 

 

thank you 

 

View comment · Posted Jul 21, 2022 · Carl Hajal

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Carl Hajal commented,

CommentTicket automation and collaboration

Can I get a macro to submit a ticket? in other words, can I apply the macro so the email will be automatically sent without having to click the submit button? 

Thank you

View comment · Posted Jul 01, 2022 · Carl Hajal

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Carl Hajal commented,

CommentTicket management

Hello Zendesk Community, 

Is there a possible way to generate a report that shows per day/week how much time an agent spent on his/her tickets? 

Thank you

 

View comment · Posted May 17, 2022 · Carl Hajal

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Carl Hajal commented,

CommentTicket basics

Hello,

is it possible for light agent email replies (reply all from their own emails) to appear as a public comment? 

 When the reply is a private comment the ticket does not go from pending to open and that could be misleading for agents

thank you

View comment · Posted May 04, 2022 · Carl Hajal

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Carl Hajal commented,

Community comment Feedback - Ticketing system (Support)

Hello, 

If an agent replies from their email the comment is public but if a light agent replies via their email the comment is private! 

Did zendesk publish an update or new settings to allow light agents' email replies to be public? 

View comment · Posted May 04, 2022 · Carl Hajal

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Carl Hajal commented,

CommentTicket automation and collaboration

Hello, 

In email side conversation, would it be possible to have an automatic link to the ticket in the signature of the email? 

Slack side conversations include a link to the case and the case number, wondering if that is possible for email side conversations. 

Additionally, would it be possible to use placeholders (ex: {{ticket.id}})  in email side conversations? or that's only possible with macros? 

View comment · Posted Mar 28, 2022 · Carl Hajal

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Carl Hajal commented,

CommentTicket editor, assignee, and requestor

+1

On our end, if an agent mischaracterized a situation or new info came to light, we would like to be able to add it and change tags. 

View comment · Posted Feb 21, 2022 · Carl Hajal

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