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Nicola

Joined Nov 15, 2022

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Last activity Apr 25, 2023

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Latest activity by Nicola

Nicola commented,

Community comment Feedback - Ticketing system (Support)

Still no update? It's a basic thing we need in working with email. 

View comment · Posted Nov 30, 2022 · Nicola

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Nicola commented,

CommentTicket management

If I create a follow-up ticket from a closed ticket via the Instagram DMs channel, the follow-up ticket is no longer in that channel and is automatically sent as a public reply (email). There is no option to change the channel and I have to write to the customer via the instagram app instead. 

View comment · Posted Nov 29, 2022 · Nicola

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Nicola commented,

Community comment Feedback - Apps and integrations (Platform)

Hello,
I reported a similar issue in this ticket, unfortunately I have no response from the Zendesk team yet. 

https://support.zendesk.com/hc/en-us/community/posts/4445591860634-Trigger-and-attachment-needed-for-Instagram-Direct-stories-reactions

View comment · Posted Nov 24, 2022 · Nicola

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Nicola commented,

CommentZendesk Support app for mobile

I can't change the status of a ticket in the iOS mobile app. I tried updating the app to the latest version and the problem still persists. As soon as I click on the status icon ("stav" in my language) no menu appears. I am attaching the screen.

View comment · Posted Nov 22, 2022 · Nicola

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Nicola commented,

Community comment Feedback - Ticketing system (Support)

I totally agree. The information that the message is a response to stories is important, and it would be absolutely best if the specific stories were also displayed in the ticket. Now our agents have to check the Instagram app. 

We also get tagged in customer's stories. As part of building a great relationship with our customers, we always want to say thank you and respond to such tagging. Unfortunately, no ticket is generated in Zendesk in this case and agents have to check the Instagram app again. I suggest that a new ticket is also created where the customer's stories will be available to preview as an image.

Thanks.

View comment · Posted Nov 15, 2022 · Nicola

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