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Nuna Baby Essentials

Joined Oct 16, 2021

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Last activity Mar 08, 2022

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ACTIVITY OVERVIEW

Latest activity by Nuna Baby Essentials

Nuna Baby Essentials commented,

CommentSpam and suspended tickets

A follow up question to this: what reporting options are available for suspended tickets data? Can we build an Explore Dashboard that we could use to get additional insight into each suspended ticket or is it possible to extract the raw Suspended Ticket Data via API into another data insight tool?

View comment · Posted Mar 08, 2022 · Nuna Baby Essentials

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Nuna Baby Essentials created a post,

Post Feedback - Ticketing system (Support)

Because the Suspended Tickets view is a default view that cannot be edited, we're unable to add additional fields to display that would be helpful for our instance.

Use Case: Our instance includes multiple brands we support. We have all the proper automations/triggers setup to route tickets based on the incoming support email address to assign tickets to brands so they are seen/worked by the proper agents. However, the Suspended tickets view doesn't give us any filtering options (such as what the intended incoming email was) from the View. This requires all our team leads to review every ticket in the Suspended tickets view which is not an efficient use of time.

Recommended Solution: If we could have filtering options on the Suspended Tickets View, each team lead could filter just by their managed support email addresses so they would only review emails intended for their Brands that were suspended.

Thanks for your consideration!

Posted Mar 07, 2022 · Nuna Baby Essentials

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Nuna Baby Essentials commented,

CommentGeneral questions about email and email template

Does the "local time zone" mean the Agent's local time zone or the entire ZD instance's local time zone?

Also, is there is a way to "clear out" the due date selection on a Task ticket?

View comment · Posted Feb 18, 2022 · Nuna Baby Essentials

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Nuna Baby Essentials commented,

Community comment Feedback - Ticketing system (Support)

Thanks Dave, you're 100% right that this will solve my question! 

View comment · Posted Feb 17, 2022 · Nuna Baby Essentials

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Nuna Baby Essentials created a post,

Post Feedback - Ticketing system (Support)

Our team does utilize "Task" type of tickets to setup an Outlook calendar reminder of when an On-Hold ticket needs further action. We'd love it if there was some sort of a field we could use (similar to Due Date) where an automation would run on tickets on their Due Date to automatically reopen them, this way they do not need to get the Outlook Reminder to go in and manually reopen them.

Posted Feb 16, 2022 · Nuna Baby Essentials

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Nuna Baby Essentials created a post,

Post Feedback - Ticketing system (Support)

My organization is successfully using a Ticket Field/Trigger (from the recommendation of https://support.zendesk.com/hc/en-us/articles/4408835524506-How-can-I-send-a-text-to-customers-on-a-ticket-that-originated-in-a-non-SMS-channel-) to have a ticket reply to a non-text channel ticket be delivered via Text message.

Use Case:

This is amazing, however one limitation I've noticed is that the Text Message event itself is not listed in the Events History on the ticket. Even though the feature works, only the email event appears on the Events History. The Trigger that pushes the SMS text doesn't appear on the ticket anywhere, meaning that should we ever need to troubleshoot if the trigger worked, we'd be unable to do any vetting.

Please consider ensuring that SMS Triggers appear on the Events History of a ticket for auditory purposes

Edited Feb 15, 2022 · Nuna Baby Essentials

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Nuna Baby Essentials commented,

CommentSMS and Text message help

My organization just set this up and it looks like its working great however I did notice one oddity. It doesn't look like the Events tab on tickets indicates that this trigger is running to send the text. The text is coming through with no issues, but the Events history only shows the email notification being sent and not the SMS trigger I created that I know is working.

Is this expected behavior? Just thinking ahead to future troubleshooting scenarios where it would be handy to know that this SMS trigger ran successfully. 

View comment · Posted Feb 14, 2022 · Nuna Baby Essentials

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Nuna Baby Essentials commented,

Community comment Feedback - Ticketing system (Support)

This would be a huge enhancement if possible. The placeholder is our reference point for all DC so its extremely cumbersome to attempt to identify a variant of the DC to search with when we already have the placeholder from the system itself

View comment · Posted Dec 14, 2021 · Nuna Baby Essentials

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Nuna Baby Essentials created a post,

Post Feedback - Ticketing system (Support)

Can we have the option to customize the Date Format when creating a Ticket Field using that option?

Use Case Example:

We have teams working internationally so the format of date fields is different (i.e. the UK uses Day/Month/Year whereas the US uses Month/Day/Year). We'd like to be able to customize to allow each team to have their teams/consumers see the date format option that is common to their region.

Posted Nov 22, 2021 · Nuna Baby Essentials

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Nuna Baby Essentials created a post,

Post Feedback - Voice (Talk)

Whenever a call is connected there is a beep that indicates the call has fully connected. We'd like to be able to customize the sound that is made or even remove the beeping sound as it does not provide a very customer friendly experience.

Thanks for your consideration

Posted Nov 04, 2021 · Nuna Baby Essentials

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