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Kimberly Mantuano

Joined Jun 10, 2024

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Last activity Jan 31, 2025

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Latest activity by Kimberly Mantuano

Kimberly Mantuano commented,

Community comment Feedback - Ticketing system (Support)

Thank you, Christie Dickerman

 

I'll ask again to Zendesk.

What can all interested Zendesk clients do to move this up on Zendesk's priorities? I've requested this through a relationship manager, in online discussions (like here), and in your focus group. We've even offered to pay for this improvement without Zendesk commitment. 

 

Many of us are in software as a service, so we understand a pipeline and priorities. Surely there is a way to bring this up on Zendesk's list. Help us help you help us! What effective steps can we take?

View comment · Posted Jan 31, 2025 · Kimberly Mantuano

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Kimberly Mantuano commented,

Community comment Feedback - Ticketing system (Support)

Shawna James What can all of us do (all interested Zendesk clients) to move this up on Zendesk's priorities?

View comment · Posted Jun 24, 2024 · Kimberly Mantuano

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Kimberly Mantuano commented,

Community comment Feedback - Ticketing system (Support)

Shawna James This is great news! I've reviewed the documentation, but can't identify where to update mention ability. Can you provide instructions on how to add mention ability for a particular user or a role? We have the appropriate plan according to the documentation.

View comment · Posted Jun 17, 2024 · Kimberly Mantuano

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Kimberly Mantuano commented,

Community comment Feedback - Ticketing system (Support)

Adding to this thread that Light Agents really need to be able to @mention agents. When that Light Agent receives notification of when they were @ mentioned by another agent, it's expected that the Light Agent would then respond with a mention to the next accountable agent. 

 

@zendesk, can you provide a response to confirm that this is on the roadmap anytime soon?

View comment · Posted Jun 10, 2024 · Kimberly Mantuano

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