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Carl Hajal
Joined Feb 21, 2022
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Last activity Jun 28, 2023
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Latest activity by Carl Hajal
Carl Hajal commented,
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,
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,
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,
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,
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,
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,
+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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