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Sierra (light agent)

Joined Apr 15, 2022

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Last activity Dec 09, 2024

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ACTIVITY OVERVIEW

Latest activity by Sierra (light agent)

Sierra (light agent) commented,

Community comment Feedback - Ticketing system (Support)

We need this as well! I manage compliance for over 20 websites using zendesk, and we need to be able to export ticket data to process and report on privacy requests, without having to request something from my dev team each time

View comment · Posted May 17, 2024 · Sierra (light agent)

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Sierra (light agent) commented,

CommentTicket customization

Nicholas Bromley +1 on the word wrapping for the field names

View comment · Posted Jul 06, 2023 · Sierra (light agent)

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Sierra (light agent) commented,

CommentTicket customization

Does this give the ability for agents to edit a user field from within the context panel? If not, we would love to see that feature!

We use a separate phone provider and our agents need to be able to quickly add the incoming call's phone number to the customer's user profile

View comment · Posted Jun 27, 2023 · Sierra (light agent)

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Sierra (light agent) commented,

Community comment Q&A - Tickets and email

@... I have the context panel enabled, but am wondering how I can get an external ID to display in the context panel.

View comment · Posted Apr 05, 2023 · Sierra (light agent)

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Sierra (light agent) commented,

Community comment Q&A - Tickets and email

How can I enable this feature? Is it still active? This would be extremely useful for our agents

View comment · Posted Apr 03, 2023 · Sierra (light agent)

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Sierra (light agent) commented,

Community comment Feedback - Ticketing system (Support)

We need to BCC Trustpilot on all our review request emails. We are currently forced to have our agents do this separately through their work Outlook account. This wastes time and also disrupts our agents privacy by providing customers a way to contact agents directly.

This is a basic feature and I am disappointed to find out it's not a part of zendesk

View comment · Posted Mar 30, 2023 · Sierra (light agent)

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Sierra (light agent) commented,

Community comment Feedback - Ticketing system (Support)

+1

We need to be able to BCC Trustpilot on our feedback emails. We would prefer to do this via a regular (not side) conversation. In the interim, it would be extremely helpful if we could add a BCC to a side conversation using a macro. That way our agents can send review requests in one click

View comment · Posted Mar 30, 2023 · Sierra (light agent)

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Sierra (light agent) commented,

Community comment Feedback - Ticketing system (Support)

This would same a lot of mouse moving if the macro button was closer to the submit button. There is plenty of room to move it further to the right

View comment · Posted Nov 10, 2022 · Sierra (light agent)

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Sierra (light agent) commented,

Community comment Feedback - Ticketing system (Support)

Hi, we would find the same feature extremely helpful also.

The custom fields we would like to be able to see in the context panel include

  • the customer's internal userID
  • a direct link to their account in our internal admin portal
  • a drop down field that would show what type of subscription they have with us
  • their use case (we are data brokers so this is extremely important to track for compliance)

There are workarounds, like agents looking up the customer in our admin site using their email address, but that is just as clunky as opening the user profile in ZenDesk


All of this information is needed by our agents during almost every interaction with our customers, as most tickets have to do with cancelling subscriptions or questions about their plan, resetting passwords...

Our agents will also need to open the user's profile for nearly every ticket, rendering the context panel mostly useless.

We also do not need language or time zone information and would much rather be able to choose what we see in the context panel.

View comment · Posted Jul 08, 2022 · Sierra (light agent)

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Sierra (light agent) commented,

CommentFormatting and customizing your email

Benjamin Kirsch

Is there an update on the [[quoted_content}} issue?

Our team would like to make the switch as soon as this is resolved. Could I possibly be notified directly when it is no longer an issue?

I am very excited to see this implemented! We often have to wade through long quoted email threads to try and find the actual new comment. This gets very tedious when dealing with complex issues and challenging customers. Can't wait to see how this helps!

Thanks

View comment · Posted Jul 06, 2022 · Sierra (light agent)

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