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Molly Fields

Joined Jan 25, 2022

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Last activity Aug 28, 2024

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Latest activity by Molly Fields

Molly Fields commented,

CommentManaging Talk

When a call ticket with a summary is merged into another ticket, the call summary and transcription is removed from the call ticket. Is this intentional? We would also like to see the call transcription be collapsible, as it takes up a lot of space and requries extra time to scroll past.

View comment · Posted Aug 28, 2024 · Molly Fields

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Molly Fields commented,

CommentManaging Talk

Hi! As previously mentioned, the call transcripts are quite long, and take up a large portion of the ticket view (requiring lots of scrolling, and additional handle time).

 

Can the transcript be made collapsible? Similar to how you have to click on “Show call details” for a voicemail to read the voicemail transcript?

View comment · Posted Aug 22, 2024 · Molly Fields

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Molly Fields created a post,

PostZendesk Support Beta - Modernized Conversational Experience

Our agents are very focused on AHT, and don't always remember to go to the Intelligence panel, or to the Requester Interaction History to locate tickets to merge.

 

It would be nice to have an alert pop up when they get on the ticket in play mode that directs them to the knowledge that the user has multiple open tickets. 

Posted Aug 19, 2024 · Molly Fields

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Molly Fields commented,

CommentFormatting and customizing your email

Hi! Which placeholder should be used in order to only show the agent alias, rather than having the full agent name be visible to the customer?

I'm referencing this article, as we are currently using the "{{ticket.comments_formatted}}" placeholder in our notification trigger, and the full agent name is exposed to the customer.

https://support.zendesk.com/hc/en-us/articles/4408846692250-Why-can-customers-see-the-agent-s-full-name-in-email-notifications-

View comment · Posted Aug 14, 2023 · Molly Fields

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