Emma McGahan

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Latest activity by Emma McGahan
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    Emma McGahan created a post,

    How can I stop Zendesk allowing me to send an email to a phone number?

    When we receive tickets via Talk, the requester is a phone number.  Often we need to follow up by email and send links to help articles and so on, but when I do this, as the requester is still the ...

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    Emma McGahan commented,

    Thanks Christopher! How about voicemail tickets? If I mark a voicemail ticket as solved with no response, does this count against my first reply time? I assume a phone call back on the ticket is ...

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    Emma McGahan commented,

    Hi, if I mark a voice ticket as solved once I finish a call, with no written comment to the customer, is the call being answered treated as the first response for reporting purposes? Thanks!