Dean Kenny
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Total activity128
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Last activity
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Activity overview
Latest activity by Dean Kenny-
Dean Kenny commented,
Thanks, Unai, We are planning reporting improvements in Explore, targeting H12021. This will include key metrics like First Reply Time, Comments etc. SLAs are on our mind for 2021, but we don't...
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Dean Kenny commented,
Official comment Hi Unai, Thanks for the feedback! Can you tell me a bit more about why this is important for you and your team? Also, is it more important for your agents to see the SLA badge in tickets or f...
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Dean Kenny commented,
Hi CJ, Thanks for clarifying, I understand what you are trying to achieve now! Unfortunately, re-routing to different departments is not possible with skills-based routing. This is beneficial for u...
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Dean Kenny commented,
Hi CJ, In most cases, we recommend setting the department first. After the chat is assigned the correct department, then assigning skills to the chat that will help the chat route to the correctl...
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Dean Kenny commented,
Official comment Hi Nic, Thanks for your request and apologies for the delay. Can you tell me a bit more about the use case here — What information would you like to collect and sort? Also, kindly clarify wha...
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Dean Kenny commented,
Official comment Hi again, Changing this impacts all of our Chat customers, so unfortunately we cannot make this change easily, even though it may seem straightforward. I totally see the problem and understand the ...
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Dean Kenny commented,
Official comment Hey Shane, This is something we are working on, keep an eye out over the next few months for updates around this. Thanks for your feedback, too! Dean
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Dean Kenny created an article,
Chat skills-based routing FAQ
This article answers some of the more frequently asked questions about using skills-based routing in Zendesk Chat. It addresses the following topics: What is skills-based routing? What are "skil...
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Dean Kenny created an article,
Saying goodbye to Zendesk Message in the Suite
Zendesk is removing Zendesk Message for Suite customers on October 30th, 2020. We will announce a later removal date for both multi-product and standalone Chat customers soon. If you are a Suite c...
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Dean Kenny created an article,
Zendesk Chat: Removal of support for Internet Explorer 11
Announced on Removal June 1, 2020 January 27, 2021 Zendesk Chat is announcing the removal of support for Internet Explorer 11, effective January 27, 2021. Microsoft Edge is the path forwa...