Lila Kingsley
- Total activity 231
- Last activity
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Activity overview
Latest activity by Lila Kingsley-
Lila Kingsley created a post,
Request to Update Spam Functionality (Mark As Spam & Auto Responses on Support Tickets)
We are currently participating in the rspamd EAP. Our participation has brought to life several shortcomings with ZD Spam functionality: 1) Mark As Spam The "Mark as Spam" action in ZD ...
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Lila Kingsley commented,
FYI I came here to submit a similar similar product feedback suggestion about mark as spam. For us the delete is an issue for 2 reasons, 1) we do not want to grant delete to anyone but admins, 2) ...
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Lila Kingsley commented,
Jacques, please post a link to your feedback entry here so folks can upvote it (myself included!)
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Lila Kingsley created a post,
Add Captured Knowledge Sub Menu to Professional Plan
It appears that the "Captured Knowledge" sub menu on the Guide Admin Manage Articles menu is ONLY available on Enterprise (this menu item shows articles created via the Knowledge Capture...
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Lila Kingsley commented,
We are on the professional (not enterprise) plan, and are seeing the owner field. Is this just cosmetic for us?
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Lila Kingsley commented,
Hi Ramin, Thanks for the info! The reason is that we didn't know it was possible, even after talking to ZD support multiple times about statuses or even after working with a ZD senior solutions c...
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Lila Kingsley created a post,
Enable Ability to Hide/Minimize Ticket Editor Window
Currently whenever you open a ticket in a less than closed status, the ticket editor window appears by default When an agent is working an existing non closed ticket, they frequently need to review...
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Lila Kingsley created a post,
Add Ability to Mark Chat as Complex & Make Agent Unavailable
AnsweredDue to our configuration (assigned routing/2 chat limit per agent), our chat agents may be assigned a second chat while in the middle of another chat, and there is no way to prevent this. We have ...
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Lila Kingsley created a post,
Update Widget Display Logic to Recognize Away & Invisible Agent Status
AnsweredA few months ago we discovered that end users were able to see the widget/initiate a chat when agents were in fact not available. Per Zendesk support, the widget will appear to end users if any ag...
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Lila Kingsley created a post,
Knowledge Capture Reporting Needs Improvement: Should Reflect Actual Knowledge Capture App Usage
We are planning to roll out the Knowledge Capture app, but, I have discovered a problem with the reporting (see discussion on the Knowledge Capture Analytics article, https://support.zendesk.com/hc...