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Rhonda Green
Joined Mar 09, 2022
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Last activity Feb 05, 2025
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Latest activity by Rhonda Green
Rhonda Green commented,
We have fields set up for state and country as drop downs for the customer to select. When trying to use these as part of a formal address field, it appears to be pulling the tag name instead of the field value. What would cause this?
example below:
state_al_clone
country_us_clone
View comment · Posted Sep 04, 2024 · Rhonda Green
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Rhonda Green created a post,
Can SLA be added as a column for Agents in this view?
Posted May 17, 2024 · Rhonda Green
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Rhonda Green commented,
additionally on the App Details
https://www.zendesk.com/marketplace/apps/support/92096/microsoft-outlook/
the link to Microsoft pricing details does not currently work.
View comment · Posted Mar 14, 2024 · Rhonda Green
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Rhonda Green commented,
Previous question for another user: Is it possible to use custom fields from default ticket form within outlook integration?
This would be a very nice feature as we have only one MS Tenant for our organization but multiple brands and forms in Zendesk.
View comment · Posted Mar 14, 2024 · Rhonda Green
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Rhonda Green commented,
Paul, we were told by our Configuaration Specialist the following:
Custom layouts will not be applied to New Tickets and the standard ticket layout is used no matter what default layout or contextual workspace is configured for tickets. This is expected behavior as we treat the New Tickets page as separate from the core ticket page where existing tickets are viewed. You need to submit and reopen the ticket before you see a custom layout applied.
This makes no sense that you can change the default if the new tickets are going to stay as the standard.
I would like to suggest voting for this to be changed.
View comment · Posted Jan 19, 2024 · Rhonda Green
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Rhonda Green commented,
This was still not working this morning at 9:30 am, but our Configuration Specialist is looking at this now and she will enter a ticket if she cannot find a reason for it not to work. Thanks for your help
View comment · Posted Jan 18, 2024 · Rhonda Green
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Rhonda Green commented,
Thanks for your response and yes it does.
View comment · Posted Jan 17, 2024 · Rhonda Green
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Rhonda Green commented,
If we change the default layout away from the standard, how long does it take to propagate through the system? We did this about one hour ago and it is still not showing up?
View comment · Posted Jan 17, 2024 · Rhonda Green
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Rhonda Green commented,
Being able to add direct message via side conversation to an individual message in teams would be very helpful to improve our communication for urgent matters. Not all agents have the time to check their outlook email for side conversations and support tickets. Teams direct messaging would be a better solution as it is typically more visible and agents are using teams for other reasons to communicate throughout the organization. Macros could then be written to make this process even easier for the reps. The tool as it exists, just going into groups with Teams is cumbersome as you have to make each individual a group to work the way I would like. Our organization does not allow individuals to set up their own groups so then we would require IT support to get groups set up each time and they want to limit the number of groups being set up also.
View comment · Posted Jan 12, 2024 · Rhonda Green
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Rhonda Green commented,
+1 for Direct Messaging
View comment · Posted Oct 13, 2023 · Rhonda Green
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