Mark Wiles
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Last activity
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Activity overview
Latest activity by Mark Wiles-
Mark Wiles commented,
Thank you for your quick response, Miranda. We have been experimenting with ways to provide shorter answers to questions . . . so short that the title IS the answer. If we can constrain the list ...
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Mark Wiles commented,
I've been looking through documentation, but I have yet to find a way to suppress or change the "Top Results" text above the article titles. Did I overlook this, or does anyone have ideas? Thanks!
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Mark Wiles commented,
Has anyone heard when SMS/text will be added as an option for responding? Currently, when people leave voicemails after hours we ask them in the recording if they'd like a return call or a return ...
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Mark Wiles commented,
Maybe it help if we bring this up at Zendesk usergroup meetings as well? I've had another vendor reaching out to me recently . . . they've been pointing out this functionality as a reason to leave...
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Mark Wiles created a post,
Suggestion for a "send text" button like we have a "make call" button in the ticket
What is the problem? It seems sending a proactive text to a single user form the ticket view in Support should be easier. We've set up triggers per Zendesk instructions that allow our agents to ...
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Mark Wiles commented,
Ben, do you know if Zendesk has any plans for a blind transfer where we do not continue incurring charges? Currently the system keeps charging me and recording, even with the third party (big priv...
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Mark Wiles commented,
FYI, we're trying to turn PDFs into Zendesk articles. I've tried a number of routes today, but here's where I'm finding success . . . instead of starting with the PDFs that the public now sees, I'...
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Mark Wiles commented,
Yes, it would be great to have different SSO options for different brands.
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Mark Wiles commented,
Yes, we would really appreciate the ability to run reports directly based upon the email address through which the inquiry/ticket was received. It's much cleaner/safer than having to go through an...
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Mark Wiles commented,
Just wanted to share my great hope that Zendesk Talk will add a blind transfer option. We help students, and consider transferring as part of our customer service. But now, I can't afford the cos...