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Samantha Ramirez

Joined Apr 07, 2023

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Last activity Feb 14, 2025

Zendesk Luminary

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ACTIVITY OVERVIEW

Latest activity by Samantha Ramirez

Samantha Ramirez commented,

Community comment Feedback - Ticketing system (Support)

+1 We'd also like to be able to prevent form-based custom statuses from being applied to ineligible tickets via bulk edit.

View comment · Posted Feb 14, 2025 · Samantha Ramirez

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Samantha Ramirez commented,

Community comment Q&A - AI and automation

Hey Sonali!

Looks like you have two "Ticket status" conditions under All, but it wouldn't be possible for a ticket to be in both the "Open" status and the "Working on Ticket" status. If you're looking to have this automation function for tickets in each of these statuses, you may need to create a separate automation for each. 

View comment · Posted Jan 18, 2024 · Samantha Ramirez

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Samantha Ramirez commented,

Community comment Feedback - Help Center (Guide)

+1 This feature would be extremely useful for us as well - we're utilizing a single help center for employee experience, with different brands representing different internal departments. It would create a much more seamless experience for employees to be able to view all of their tickets, regardless of "brand," within the same interface.

View comment · Posted Dec 07, 2023 · Samantha Ramirez

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Samantha Ramirez commented,

Community commentZendesk Explore EAP - Quick reports using natural language processing

Lots of great suggestions here already, but I'd love to add a few around SLAs:

 

  • How many tickets breached SLA yesterday?
  • Which ticket categories breach SLA most often?
  • Which SLA policy is breached most often?

View comment · Posted Dec 01, 2023 · Samantha Ramirez

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