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Paul Riscalla

Joined May 20, 2023

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Last activity Oct 23, 2024

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ACTIVITY OVERVIEW

Latest activity by Paul Riscalla

Paul Riscalla commented,

Community comment Feedback - Ticketing system (Support)

The Zendesk team needs to come reply/close out this thread. This was released as a feature last week and is now doable by limiting ticket statuses to your ticket forms… so as long as each of your groups uses a different ticket form this essentially accomplishes the same thing and allows you to only show relevant statues to agents https://support.zendesk.com/hc/en-us/articles/7755811560346-About-form-ticket-statuses 

View comment · Edited Oct 23, 2024 · Paul Riscalla

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Paul Riscalla commented,

CommentTicket management

Hi Zendesk team - this function does not work if you are trying to modify a ticket that has incomplete required fields. For example a ticket was merged and closed automatically by Zendesk during the merge with some required fields still blank. When you try to update the tags after the ticket is closed, Zendesk throws an error that the required fields are missing, however you can't edit those fields, which makes this feature unusable on those tickets.

View comment · Posted Sep 07, 2024 · Paul Riscalla

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Paul Riscalla commented,

Community comment Feedback - Voice (Talk)

+1 for this

View comment · Posted Sep 06, 2024 · Paul Riscalla

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Paul Riscalla commented,

Community comment Feedback - Ticketing system (Support)

+1 this is a must have

View comment · Posted Sep 04, 2024 · Paul Riscalla

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Paul Riscalla commented,

Community comment Feedback - Ticketing system (Support)

Just my opinion, but it's a bummer this isn't being prioritized this entire year and things like AI are taking over (which are an extra add-on cost and not available on the regular subscription plans) - vs getting basic features like this working instead

View comment · Posted Mar 21, 2024 · Paul Riscalla

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Paul Riscalla commented,

Community comment Feedback - Chat and Messaging (Chat)

Hi Shawna James, while you closed the other thread on this topic (https://support.zendesk.com/hc/en-us/community/posts/5482311512986-Changing-the-answerbot-avatar) are you please able to address the comments added there? Particularly wondering about my last comment where I see the feature is available in some capacity, trying to understand is it part of Advanced AI? Or is that screenshot of Live Chat and not Messaging? If you can please address that information it would be helpful as right now the other thread was just locked with no input on the comments there. 

 

View comment · Edited Sep 13, 2023 · Paul Riscalla

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Paul Riscalla commented,

Community comment Feedback - Chat and Messaging (Chat)

Prakruti Hindia I have filled in the EAP form and followed up with a message weeks ago, no one is responding to us!

View comment · Posted Sep 07, 2023 · Paul Riscalla

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Paul Riscalla created a post,

Post Feedback - Ticketing system (Support)

There are a couple posts related to this, but they are both one sided (SMS to Email)... this is a feature request to bring SMS on par with the other channels we have today where we can seamlessly switch in the composer from phone to email, or messaging to email, or email to phone, etc. etc. 

SMS is disconnected from this functionality for some reason. We really need the ability to:

- Continue an SMS ticket as an email 
- Switch an email ticket to SMS

There are a variety of reasons to needing to do this, same as why we would switch from messaging to email and email to messaging, etc. We need to be able to continue the same ticket and switch the channel. Creating a new ticket/merging, etc. is just a headache and confusing for agents. 

The lack of this feature makes SMS really difficult to implement as a support channel as it doesn't behave like the other channels we have. 

Posted Aug 16, 2023 · Paul Riscalla

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Paul Riscalla commented,

Community comment Feedback - Ticketing system (Support)

Same here, the current behavior makes no sense.

View comment · Posted Aug 14, 2023 · Paul Riscalla

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Paul Riscalla commented,

Community comment Feedback - Ticketing system (Support)

Awesome that's great news.

View comment · Posted Aug 11, 2023 · Paul Riscalla

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