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Marylou Scott-Smith

Customer Experience Manager at Rebel

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Activity overview

Latest activity by Marylou Scott-Smith
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    Marylou Scott-Smith commented,

    1. Community
    2. Support Q&A
    3. How do I add a URL as an image to my email signature?

    Hi Andrew, there used to be the ability to follow the steps in this post:  https://support.zendesk.com/hc/en-us/community/posts/208054417-Agent-Signatures By uploading the graphic to Assets, then c...

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    Marylou Scott-Smith commented,

    1. Community
    2. Support Q&A
    3. How do I add a URL as an image to my email signature?

    That has changed now - the links are no longer provided.  I just uploaded a new graphic but I do not have a link anymore to copy into the agent signature.  Looks like Zendesk has removed that capab...

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    Marylou Scott-Smith commented,

    1. Community
    2. Feedback on Chat
    3. Limits to Chat Analytics

    Thanks, Ramin.  I have been hearing about improvements coming to Insights for improved data reporting on all channels, but that has been for almost a year now.  Any idea when these changes are goin...

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    Marylou Scott-Smith created a post,

    Limits to Chat Analytics

    Answered
    1. Community
    2. Feedback on Chat

    Limits to Chat Analytics – Zendesk Support Why can I only pull chat analytics for the past 90 days?  Would like to be able to pull team and agent-level performance numbers ...

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    Marylou Scott-Smith commented,

    1. Chat
    2. ...
    3. Using Chat
    4. How can I simulate a chat for testing?

    There were no active visitors but I still did not see a simulate visitor option.  Maybe I am looking int he wrong place?

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    Marylou Scott-Smith commented,

    1. Community
    2. Feedback on Gather
    3. 'Community' Forum Moderators

    Thanks, Jennifer.  That is exactly what I was looking for!  

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    Marylou Scott-Smith commented,

    1. Community
    2. Feedback on Gather
    3. 'Community' Forum Moderators

    How do you duplicate the Community Moderator badge?  I would like to be able to identify our moderators on the community pages.

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    Marylou Scott-Smith commented,

    1. Community
    2. Feedback on Talk
    3. Filter out abandoned calls

    Hi Caroline,  I wasn't sure if callbacks or voicemails showed as abandons so I am glad to hear they do not.  We get a fairly significant number of drops up to the first 15 seconds of a call - eithe...

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    Marylou Scott-Smith created a post,

    Filter out abandoned calls

    Answered
    1. Community
    2. Feedback on Talk

    https://www.talkdesk.com/blog/short-abandoned-calls-filter   Removing callbacks from the abandon rate would also be helpful.  

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    Marylou Scott-Smith commented,

    1. Community
    2. Support Q&A
    3. Can hold music be changed?

    Hi Nicole,  We have several different brands and have different voice greetings for each of them.  I would like to continue with the voice greetings and simply change the music that plays while the...

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