Marci Abraham
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Activity overview
Latest activity by Marci Abraham-
Marci Abraham commented,
O....M....G...... This is nuts! Yes, that worked. Hah! But what the heck....I have read and been told repeatedly -- even by Zendesk support staff -- that this is a system field that cannot be alte...
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Marci Abraham created a post,
How to change the name of the "subject" field in the ticket forms?
AnsweredWe have an interesting situation that is causing us some grief. We support students and educators. When they fill out our support ticket forms, they see a field that says "subject". To most users, ...
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Marci Abraham commented,
Yes, please! I need each agent to have a View that shows tickets assigned to them, but they have not yet responded. This is vital during peak times when things can easily get overlooked. I don't ju...
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Marci Abraham commented,
Maybe I'm missing it, but I don't see a detailed description at that link. I'm trying to understand this in depth -- we of course have emails flying all over the place, through all sorts of servers...
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Marci Abraham commented,
If we have an email coming from a known "no reply" address and we DO want to get it (it's an email we get now and then from one of our own properties, which alerts us to a task we need to do in Zen...
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Marci Abraham commented,
Looks like a great app! Any plans to release a Mac version?
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Marci Abraham commented,
I've been looking for a solution to exactly this! Being "behind the curtain" means we support people don't get to see the people we're helping. Thanks for sharing your solution!
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Marci Abraham commented,
Very helpful article! I have one question. I want to put the {{satisfaction.positive_rating_url}} directly into a ticket reply, to offer the user the opportunity to change his rating. But in a test...
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Marci Abraham created a post,
Imposing SLAs on the End User!
AnsweredThis seems a little backwards, but we want to impose some SLAs on the end user. This particular user/group has to provide us with certain information before we can provide service to them, and bas...
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Marci Abraham commented,
Is this supposed to work for light agents? I.e., the light agent is the initiator/sender of the email, and uses the mail api to create a ticket assigned to a full agent