Ian Marston
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Total activity53
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Last activity
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Member since
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Activity overview
Latest activity by Ian Marston-
Ian Marston commented,
Toby Sterrett any updates on this since last year?We have hundreds of stores with individual email addresses we sometimes need to reach out to directly, it would be great to only allow agents abili...
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Ian Marston commented,
Dylan Banker Zendesk are developing side conversations integration into Teams, it is currently in the EAP, so you may want to contact Zendesk to take part. Hope that helps!
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Ian Marston commented,
Any update on this?
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Ian Marston commented,
Enable follow-up tickets for side-conversation emails Feature Request Summary: Please enable Zendesk to automatically create follow-up tickets if a response is received for a side-conversation em...
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Ian Marston commented,
Jake BantzIs there a way in which i can set the triggers and automations to exclude the triage based on presence of a tag added on a previous trigger/automation?
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Ian Marston commented,
I came across this great tool from a 3rd party which allows you to run a health check on most of the config including triggers and automationsI am surprised a similar tool isn't already a part of t...
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Ian Marston commented,
Is it possible to restrict the agent so that they can only create a side-conversation email or child-ticket if it is driven/derived from a macro?
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Ian Marston commented,
Hi David Falé Thanks for the info (provided to another person) re. changing the intent values We use CX engage for phone calls which auto generates a ticket! Its obvious the AI cannot properly hand...
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Ian Marston commented,
I fully agree with Mark Z Customer Care - Can we please have an "Is NOT" option on the 'Received at' condition? I am using a workaround by adding a separate trigger that adds dedicated tag to ticke...
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Ian Marston commented,
Totally agree Ability to create a macro automatically includes any attachments from the main ticket on any side conversation email or child-ticket would be great. As it is already possible manually...