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Kristine Miranda

Joined Oct 24, 2023

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Last activity Dec 22, 2023

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ACTIVITY OVERVIEW

Latest activity by Kristine Miranda

Kristine Miranda commented,

Community comment Feedback - Ticketing system (Support)

Hello, wondering if this is now available without having to look at the events of a ticket? Our agents would like to see what emails go out via triggers to the end user in the entire ticket conversation. 

View comment · Posted Dec 22, 2023 · Kristine Miranda

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Kristine Miranda commented,

CommentViews, ticket status, and ticket fields

Is it possible to move down the "Your email address" field in the ticket forms? This field seems to be standard and cannot be updated from the Forms view in Admin center.

We want to put the custom field we created "Your name" above the "Your email address" field.

There's no "Your email address" field in the Forms view to edit/drag.

View comment · Posted Dec 19, 2023 · Kristine Miranda

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Kristine Miranda created a post,

Post Q&A - Tickets and email

We are planning to automate ticket assignments to our agents using Skills, but I was wondering if there was a way for zendesk to automate tagging a skill type to incoming tickets based off the content of the email body? That way, based off what was categorized as the skill would then be routed to the agent or group assigned those skills. 

Posted Dec 15, 2023 · Kristine Miranda

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Kristine Miranda commented,

Community comment Q&A - Tickets and email

Audrey Ann Cipriano I enabled the automatic ticket tagging feature earlier today but as of tonight I'm still not seeing any tags populate in the Tag field of our new tickets. How is that supposed to work?

View comment · Posted Dec 15, 2023 · Kristine Miranda

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Kristine Miranda created a post,

Post Q&A - Tickets and email

Our goal is to have the system add tags automatically to incoming tickets based off the content in the email body. Then those tags will automatically get routed or assigned to a specific agent or group. Is this possible? 

Posted Dec 14, 2023 · Kristine Miranda

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