Toby Sterrett
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Total activity242
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Last activity
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Activity overview
Latest activity by Toby Sterrett-
Toby Sterrett commented,
Hey all, thanks for the questions! Yes, newly added email side conversation recipients will be added as users Side conversations with vendors will create a user for the recipient's email address, ...
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Toby Sterrett created an article,
Announcing migration for email side conversation recipients
Announced on Migrated on March 19, 2021 May 10, 2021 What's changing? On May 10, 2021 Zendesk is migrating all email side conversation recipients to the main end-users directory. This will...
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Toby Sterrett commented,
Jason Fouchier bounces are something that get suppressed early on in the incoming email pipeline before getting routed to side conversations. I've spoken to folks about this and hopefully we'll fin...
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Toby Sterrett commented,
Anaïs that only refers to if you explicitly set up a new trigger to send an email notification to the assigned agent to let them know that a side conversation has been updated and they then reply t...
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Toby Sterrett commented,
Thanks for the message Jamie, we'll take a look into this.
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Toby Sterrett commented,
Jacob J Christensen - that's an interesting point, makes sense. Would the new employee being onboarded have access to the parent ticket as well in your use case? Dani Ruiz is there a reason the con...
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Toby Sterrett commented,
Hi Mark de Leeuw. This is currently doable internally if you use Child Ticket Side Conversations. Child tickets created in this way have a new "side conversation" channel type, which allow SLA and ...
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Toby Sterrett commented,
Hey Jacob, glad you're enjoying child tickets so far! We've gotten requests for being able to set the requester on creation, and we have some ideas for how it could be done, but this first release ...
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Toby Sterrett commented,
Dylan Cunniffe you should now be able to set up a child ticket macro that includes all groups.
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Toby Sterrett commented,
Roger - at this time the done state is mostly a way for the agent managing the ticket to keep track of what they are still waiting on and what they consider done. In the future we will likely add m...