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Francesca Roig

Joined Jul 11, 2023

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Last activity Oct 24, 2024

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Latest activity by Francesca Roig

Francesca Roig commented,

Community comment Feedback - Community Forums (Gather)

14 years passed and this is still relevant… Does Zendesk even care about customer feedback?

View comment · Posted Oct 24, 2024 · Francesca Roig

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Francesca Roig commented,

Community comment Feedback - Ticketing system (Support)

I'm here again just to say I agree 200% with what Stephanie Mellon said above.

This is a very basic support workflow and I tried several triggers do work around and there's no way to make it work.

View comment · Posted Oct 09, 2024 · Francesca Roig

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Francesca Roig commented,

CommentEnd-user guide for Help Center

The upload limit was relevant 9 years ago and it's still relevant now. Why was the post closed for comments? We need this!
https://support.zendesk.com/hc/en-us/community/posts/4409217154202-Attachments-in-Community

View comment · Posted Jun 12, 2024 · Francesca Roig

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Francesca Roig commented,

Community comment Q&A - Reporting and analytics

Salim Cheurfi
I agree it appears to be it, but I couldn't find my way to the screen you posted. Maybe we're on different versions of the dashboard builder?

I know this setting is out there, but I can't find it.
Plus, it is still weird that it appeared enabled on all my reports out of the blue, now I have to fix one by one 

View comment · Posted Mar 19, 2024 · Francesca Roig

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Francesca Roig commented,

CommentBusiness rules

Can I pull the description {{ticket.description}} withour formatting?

View comment · Posted Feb 22, 2024 · Francesca Roig

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Francesca Roig commented,

Community comment Feedback - Ticketing system (Support)

Hey guys! I'm struggling with something similar, but my light agents only interact via email.
I have set triggers with different rules and put them all as first racers, but it still happens that a light agent replies to an email and nothing happens.
What am I not seeing?
Also, we desperately need the "light agent" type in "current user".
trigger 1



trigger 2

View comment · Posted Feb 15, 2024 · Francesca Roig

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Francesca Roig created a post,

Post Q&A - Reporting and analytics

Hi there!
My report names started showing on the bottom of the reports in a dashboard, without any updates on my end.
I'm not sure where to change this, I'd like to remove them.

Last week they weren't showing (I take a screenshot every week for a meeting):

Posted Feb 12, 2024 · Francesca Roig

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Francesca Roig commented,

CommentTriggers and automations

This is insane, commenting on a ticket based on a simple trigger rule should be a regular feature. It is too small to justify the AI add-on if some comments are all you need.
I'm in a spiral of insufficient features. I have automations notifying the customer of pending tickets and when they're closed. This doesn't show up in ticket comments, only events, for absolutely no good reason.
Ok, I try to work around it and find a way to leave an internal note for agents to easily know why that ticket is closed.
No possible for no good reason too, needs huge AI add-on we have no use for in our operations.

Is anything being improved in regular support business rules??

View comment · Posted Jan 08, 2024 · Francesca Roig

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Francesca Roig commented,

Community comment Developer - Zendesk APIs

Hawk Swearingen have you tried anything to tag/mention agents?
I have a custom user field that contains everybody's slack IDs, so in triggers I use <@{{ticket.assignee.custom_fields.slack_handle}}> but it's mt first time setting up an automation using JSON

View comment · Posted Dec 15, 2023 · Francesca Roig

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Francesca Roig commented,

Community comment Feedback - Ticketing system (Support)

Tarandeep Gohlar
Both these issues can be worked around with triggers. I haven't done one for the first case, but for the second, here is how I handle it:

View comment · Posted Nov 27, 2023 · Francesca Roig

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