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Dave Jones

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Activity overview

Latest activity by Dave Jones
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    Dave Jones commented,

    Wow, what a brilliant tool and valuable contribution to this thread. Thank you for taking the time to create and share this, Thomas!

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    Dave Jones commented,

    Hi Lingbai, If I've understood you correctly, you want to maintain an external database, outside of Zendesk, that tracks which of your agents are best suited for particular types of query. You then...

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    Dave Jones commented,

    Hi Lingbai, If you're on the Zendesk Enterprise plan, you should take a look at Skills-based Routing, as this makes it easier for your agents to find tickets that match their skillset. If you're no...

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    Dave Jones commented,

    Hi everyone, We're in the final stages of adding the Web Widget to our application and have spotted what we expect to be a change in behaviour. When we first started experimenting, we found that th...

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    Dave Jones commented,

    Hi Rich In my experience, your understanding is absolutely correct. You can setup forwarding at your domain to have help@, sales@, billing@, all forwarded to support@myaccount.zendesk.com You'll ne...

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    Dave Jones commented,

    Hi Claire 👋🏻 You should be able to use the Received At conditional to focus a trigger on a particular incoming email address: We use the above to identify emails sent to our main support@ email add...

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    Dave Jones commented,

    If anyone here is wondering specifically which email headers are used to tie emails back to threads, the headers are called In-Reply-To and References. Hope this helps someone out there.