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Sheryl Doluna's Avatar

Sheryl Doluna

Joined Mar 23, 2023

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Last activity Feb 17, 2025

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ACTIVITY OVERVIEW

Latest activity by Sheryl Doluna

Sheryl Doluna commented,

Community comment Feedback - Voice (Talk)

Our office will be closed tomorrow for the holiday, and here I am, waiting for the clock to hit 11:55 PM PST so I can manually update the IVR greeting. It's 2025, and I’m still doing this by hand!

Is there any update on the feature request? Will this be added to the roadmap, or is the response we received back in 2022 still the final word for 2025?

View comment · Edited Feb 17, 2025 · Sheryl Doluna

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Sheryl Doluna commented,

Community comment Feedback - Voice (Talk)

+1

View comment · Posted Feb 17, 2025 · Sheryl Doluna

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Sheryl Doluna commented,

CommentUsing Built by Zendesk apps

Hi! I created 7 test tickets and assigned them to 2 agents but no ticket was generated. 

View comment · Posted Feb 14, 2025 · Sheryl Doluna

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Sheryl Doluna commented,

Community comment Feedback - Reporting and analytics (Explore)

Thanks for the response, Shawna James. We've tried omnichannel routing and that does not work for us so I turned it off. It would be good if we could report on the 4 default Talk status in Explore without turning on Omnichannel routing. 

View comment · Posted Jan 16, 2025 · Sheryl Doluna

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Sheryl Doluna commented,

Community comment Feedback - Reporting and analytics (Explore)

Karen Hynes - The link to the announcement you posted on January 31, 2024, does not exist. Do we have an update on this one? 

View comment · Posted Jan 15, 2025 · Sheryl Doluna

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Sheryl Doluna commented,

Community comment Feedback - Zendesk AI and automation

I completely agree with the original post. Hopefully, Zendesk will listen to our feedback and prioritize this issue soon.

 

View comment · Posted Nov 15, 2024 · Sheryl Doluna

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Sheryl Doluna commented,

CommentBusiness rules

Good Day! 

 

Do you have placeholders for the “Customer Effort Score” survey? If there's none, how can I create an automation for CES surveys?

View comment · Posted Sep 21, 2024 · Sheryl Doluna

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Sheryl Doluna commented,

Community comment Feedback - Reporting and analytics (Explore)

+1

 

Calculating two custom attributes will help me get the time difference between when the survey was sent and when it was rated.

View comment · Posted Jun 20, 2024 · Sheryl Doluna

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Sheryl Doluna commented,

CommentHow to create and update reports

How will I count the replies that are made to tickets that aren't assigned to the agent? Thank you. 

View comment · Posted Mar 23, 2023 · Sheryl Doluna

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