Sonia Radaelli
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Activity overview
Latest activity by Sonia Radaelli-
Sonia Radaelli commented,
When I create a linked ticket not all the ublic comment are created. As soon as the app find an internal comment the other public comments are not copied. Is it correct ?
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Sonia Radaelli commented,
Linked ticket app don't copy the attachment but only the text of the comment. How can I duplicate the attachment in a new ticket withou saving it on my pc?
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Sonia Radaelli commented,
Hi Toby, Our typical scenario for us is using side conversation with our salesmen (that are users) on a customer ticket. Agent have to receive a reply from salesman before replying to the customer ...
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Sonia Radaelli commented,
Hi Toby I would like to strenghten Patrizia's point 2 as it is important. In the case side conversation is used with a Zendesk user, he have to see it in his Guide.
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Sonia Radaelli commented,
Hi Heather only for your info. I create a side conversation with an external user (for example can be a salesman). When this person reply to the side converstion fron the e.mail received the reques...
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Sonia Radaelli commented,
In this page I found the following note: Note: When someone replies to an email notification about side conversation activity, the reply becomes a public reply on the ticket, not a reply to the sid...
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Sonia Radaelli commented,
Is possible to measure the side conversations in the reports? Is there an example? regards Sonia
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Sonia Radaelli commented,
I'm fully agre. Sandbox should be able to be a copy of production including all customizations, or have the option to exclude is desired.
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Sonia Radaelli commented,
Hi jessie We create some triggers that categorize the ticket received from customer automatically then the ticket category can change during his life due to many factors customer send a ticket but ...
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Sonia Radaelli commented,
Hello I created a drop-down field called "Category" When a category is assigned to the ticket automatically a tag is added; when category change (by trigger or macro or manually) the old ...