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Susana Fernández Guinea
Joined Jun 23, 2022
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Last activity Jun 19, 2024
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Latest activity by Susana Fernández Guinea
Susana Fernández Guinea commented,
hey,is this feature in the roadmap? it would be very useful
View comment · Posted Jun 19, 2024 · Susana Fernández Guinea
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Susana Fernández Guinea commented,
Hi guys,
We are also facing this issue.
With the Knowledge Capture App being decommissioned on the 29th of August, if we have this issue by then we will be losing capabilities and having a negative impact.
Will this be fixed before then?
Thank you!
View comment · Posted Jun 13, 2024 · Susana Fernández Guinea
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Susana Fernández Guinea commented,
It's very inconvenient that there's in incoming Messaging ticket and that we change the channel to email to solve the ticket. But if the ticket is reopened, the channel is back to messaging.
This doesn't make sense at all and it's very inconvenient.
The last channel used should be the channel to which the ticket is reopened.
View comment · Posted Jun 09, 2023 · Susana Fernández Guinea
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Susana Fernández Guinea commented,
It's very inconvenient that there's in incoming Messaging ticket and that we change the channel to email to solve the ticket. But if the ticket is reopened, the channel is back to messaging.
This doesn't make sense at all and it's very inconvenient.
The last channel used should be the channel to which the ticket is reopened.
View comment · Posted Jun 09, 2023 · Susana Fernández Guinea
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Susana Fernández Guinea commented,
There's a different colour background for internal notes, which is great!
However, since we implemented Agent Workspace and Messaging, users are getting confused between emails and messaging in the comment box as they are the same colour.
It would be great if we could have a different colour for Messaging, Email and Internal Notes. This will really help the agents confidently submit public replies to the end users through the correct channel.
View comment · Posted Jun 02, 2023 · Susana Fernández Guinea
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Susana Fernández Guinea commented,
Hi all,
We have just rolled out Zendesk Messaging when we realised that the Pages Viewed section was redirecting to the actual pages that the end-user had gone through. We believe this is because the Messaging Bot is also setup in those pages.
For us, this is a huge security risk as those pages that the end user is going through are related to payments and we don't want those pages to be available in the tickets for anyone to click and be redirected to them. Even more, when there is some personal data of the end-user that was still showing when the clicked and where redirected to the URL...
The link did expire about 30 mins before it's creation in the Pages Viewed, but it's still unclear if this is a Zendesk measure or if it's our own security.
We need to be able to either deactivate the hyperlinks in the Pages Viewed section or to deactivate the section as a whole.
Thanks.
View comment · Posted May 18, 2023 · Susana Fernández Guinea
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Susana Fernández Guinea created a post,
We would like to be able to report on Macro utilization as the Admin Page information is minimal.
This would help with Macro visibility and optimise them.
Posted Jan 10, 2023 · Susana Fernández Guinea
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Susana Fernández Guinea created a post,
I would like to see a more powerful search function in Explore.
Ideally, we could search tags, brands, groups, etc., and it will show the Reports or Dashboards with a metric or filter that involved that tag, brand or group. So very similar to the search tool in Zendesk Support.
I spend a lot of time going through the reports one by one (and we have around 4000 reports) because there's no search tool.
This feature would be very useful and would save us a lot of time.
Posted Nov 23, 2022 · Susana Fernández Guinea
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Susana Fernández Guinea created a post,
We would like to have the option to turn on and off the rich text editing in Zendesk Support.
Ideally, we could even filter it by Role or Group to only allow certain users use the rick text editing when submitting a public reply.
Posted Oct 24, 2022 · Susana Fernández Guinea
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Susana Fernández Guinea created a post,
It would be great if we can export a search in Zendesk Support.
We need to report on specific tickets for a one time action and creating a report takes longer that exporting the search.
Creating a View to export it's not a business process i would like to implement as I don't think creating this habit and having users confuse the purpose of a View is the way to go.
This would be a quick and easy way to help users get the information they need.
Posted Oct 21, 2022 · Susana Fernández Guinea
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