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Daniele Lecci's Avatar

Daniele Lecci

Joined Jun 22, 2022

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Last activity Sep 08, 2023

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ACTIVITY OVERVIEW

Latest activity by Daniele Lecci

Daniele Lecci commented,

Community comment Feedback - Ticketing system (Support)

Sending incomplete messages to customers because we pressed "enter" is a big no-no in customer services, also considering that the cases where a conversation will switch from email to messaging are rare.

Please prioritize this fix as sending incomplete messages to our customers is putting us and our company in a bad light and does not reflect the quality we want to deliver to our customers.

View comment · Posted Sep 08, 2023 · Daniele Lecci

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Daniele Lecci created a post,

Post Feedback - Ticketing system (Support)

Hi everyone,

currently it is not possible to include HTML in macros. Your colleague Kristine told me that there is a possibility that it might or might not work since you don't support it, you won't be able to guarantee that it will work all the time.

We have a macro that includes a third-party 10-points CSAT survey (example below) and sometimes the links are broken because of the interaction with placeholders. In some cases the links are translated correctly, in other cases the "{" symbol is translated as %7B and "}" as %7D instead of taking into account the entire placeholder, creating a broken link.

We could use business rules that support HTML (triggers and automation) but this will increase the number of notifications that the end-user is getting and we want to avoid this at all costs.

Let me know if you need any additional information from my side.

Posted Jun 22, 2022 · Daniele Lecci

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