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Caroline Scott
Joined Mar 08, 2022
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Last activity Feb 20, 2025
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Latest activity by Caroline Scott
Caroline Scott commented,
The issue we had was with attachments with a docx. file type. When I changed them to a doc. file type instead they were fine
View comment · Posted Oct 22, 2024 · Caroline Scott
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Caroline Scott commented,
I have added feedback on being able to buy seats for add-ons for only those agents that would benefit from it here https://support.zendesk.com/hc/en-us/community/posts/8230278285722-Add-on-licensing-model-issues
View comment · Posted Oct 22, 2024 · Caroline Scott
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Caroline Scott created a post,
I would love to utilise the Advanced AI add-on that Zendesk has released. However, it would only benefit 20-30% of our agents. There needs to be a way for businesses to purchase licenses/seats for add-ons without having to purchase them for every agent. With over 300 agents in our instance and only a small proportion of them who would benefit from the add-on it would be utterly prohibitive to purchase the AI add-on for our instance. The fact that you also cannot add the feature to a sandbox without cost and test it before purchasing is also a problem. Do other businesses have this issue?
Edited Oct 20, 2024 · Caroline Scott
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Caroline Scott commented,
Some of our own attachments that we send to customers are being flagged as malware. How can we know why it has been flagged?
View comment · Posted Oct 18, 2024 · Caroline Scott
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Caroline Scott commented,
+1 on this, need to be able to assign specific statuses to specific groups
View comment · Posted Aug 15, 2024 · Caroline Scott
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Caroline Scott commented,
This is also a must for us, because of the way attachments are shown on articles now they are part of the article, so even if I add a list of items with links to the attachments I am basically duplicating the attachments which looks ridiculous. I am sure not that long ago I was able to add the attachments in the correct order and they would show in the order they were added, now they are just jumbled in no particular order.
View comment · Posted Sep 07, 2023 · Caroline Scott
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Caroline Scott commented,
I have this scenario. Our finance team use our Zendesk instance to contact members of staff across the organisation. Not all of the staff members use Zendesk but are all agents, light or full agents. Finance create a ticket and use a macro that sets the staff member contact as a CC (as you cannot set the requestor to a specific person). The CC gets a notification that they need to investigate the case and to respond either directly on the ticket or via their email if they don't use Zendesk. There is a 14 day timeframe to respond. If the staff member (the cc) does not respond I need them to receive a follow up notification reminding them this ticket is outstanding.
I created an automation to send a follow up to the requestor and ccs after 7 days, the requestor receives a followup but the cc does not because they are an agent. I contacted Zendesk about this and was told this is normal.
I am currently testing followers and cc's but cannot see how I can send a followup notification using automations. I do not need to add a follower as the staff member is already as follower. What do you suggest?
View comment · Posted Jul 11, 2023 · Caroline Scott
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Caroline Scott commented,
I want only admins to have access to private groups (so all tickets) but other non admin agents SHOULD have access to suspended tickets. This needs to be a separate role condition.
View comment · Posted Jun 14, 2023 · Caroline Scott
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Caroline Scott commented,
Being able to send emails via our business servers is also a request from my organisation, any update on this?
View comment · Posted Mar 08, 2022 · Caroline Scott
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