Antonio Naddeo
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Activity overview
Latest activity by Antonio Naddeo-
Antonio Naddeo commented,
Dear Peter and Toby, I believe that side conversation is a great product but there are things that needs to be taken into account specially by looking at agent working with them. We are about to st...
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Antonio Naddeo commented,
What advances have been made on the ability of reporting on side conversations? Today we manage all our escalation to our external partners with father/child solution. For one incident we always ha...
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Antonio Naddeo commented,
Hi Brett, If we sign up for side conversations, it is because we need to talk to our external partners to solve an issue, today we do so with a 2 connected tickets systems. We use macros at every s...
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Antonio Naddeo commented,
Dear Pedro, Thank your your kind answer but as a matter of fact by playing with a trigger and a macro, I was able to achieve 2 key aspect that are clearly missing. I have signed up for collaboratio...
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Antonio Naddeo created a post,
when we will have a semaless integration of the zendesk chat experience with zendesk support?
AnsweredI would like to see zendesk chat being a part of Zendesk Support, as if working with Zendesk Chat, would be the same as working with Zendesk Support, so that we could take real advantage of the po...
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Antonio Naddeo commented,
macro can only be used to initiate a new side conversation? Or you can use macros to write a response to an existing side conversation? This is quite important.
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Antonio Naddeo commented,
I understand all the things that light agents cannot do, but I do not understand why they can't reassign tickets. If I have a specific team of light agents dedicated to a specific type of issues a...
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Antonio Naddeo commented,
Hi Toby, This is great news but I have a problem or probably what I want to achieve is not possible I use a macro to send a predefined message to a slack channel. In this channel I have a custom b...
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Antonio Naddeo commented,
is there any plan to add the "send a message via slack" as a macro action?
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Antonio Naddeo commented,
Hello, 1) can you use macros to initiate a slack side conversation? 2) if yes can you use placeholders in the slack side conversation? We have a bot built in our slack with a series of commands (...