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Hervin Centeno

  • Total activity 52
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Activity overview

Latest activity by Hervin Centeno
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    Hervin Centeno commented,

    Hi Mark,Thanks for reaching out! I think a screenshot would be pretty helpful to assist in finding the Events on a ticket or Show all events, as it is referred to above. That being said, I have pro...

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    Hervin Centeno commented,

    Hi Xavier!Thanks for reaching out, and I'm sorry to see that you're having some issues importing your CSV user data. Since this functionality is available to all users, there should be no plan rest...

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    Hervin Centeno commented,

    Hi Chandra, Thanks for reaching out and I'm sorry to hear about this incident of spam hitting your suspended tickets view. I imagine this type of spam is more notable because the sender appears to ...

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    Hervin Centeno commented,

    Hi there,Thanks for reaching out! You can absolutely have a call route to a specific group if the caller does not press anything. The keypress you will use for this option will be "Default," as see...

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    Hervin Centeno commented,

    Hi Ashley,I'm sorry to hear about this persistent issue you're having in regard to the Callback feature. So we can make sure we can come to a full resolution here, I'd like to pull this issue into ...

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    Hervin Centeno commented,

    Hi Teresa,Since you have the Advanced Security add-on, I can confirm that Zendesk Chat (Enterprise) is covered by a Business Associate Agreement that ensures HIPAA compliance. Additionally, I can c...

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    Hervin Centeno commented,

    Hi Shiri,The main difference between # Ticket Updates and Total Ticket Updates is that the former is a metric that's available by default, whereas you would need to create a custom metric to measur...

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    Hervin Centeno commented,

    Hi Christina,I would personally consider the creation of a Chat/Talk ticket as an agent touch. Based off our documentation, we do not have a definitive description of what an agent touch is. Genera...

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    Hervin Centeno commented,

    Hi Russell,I have been looking into this for you and unfortunately it does not appear that there's any particular setting or configuration for the original caller's ID to appear as the ID when a ca...

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    Hervin Centeno commented,

    Hi Todd,I have just done a bit of testing on my end and it doesn't appear that there's any specific issue with adding more than five attachments. The only real limit seems to be that each individua...