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Hope Notz

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Activity overview

Latest activity by Hope Notz
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    Hope Notz commented,

    This looks great. I will test it out. Thank you!

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    Hope Notz commented,

    Hi Travis! We rely heavily on both macros and the Knowledge Capture application. What we have found works best is to - quite simply - use both! We will first insert the macro with our canned respon...

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    Hope Notz created a post,

    Can Agents follow Organizations?

    Answered

    Currently, I have triggers set up for all of my agents who need to follow certain organizations. AKA, someone from that organization submits a ticket > my agents gets CC'd.  The only other way I ca...

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    Hope Notz commented,

    Yes to all of this!  Building out the audit log to include User / Organization changes and to be searchable would help tremendously. Not only would it help us, but it would also help your team trou...

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    Hope Notz created a post,

    Multiple Web Widgets

    Answered

    Hello,  I am trying to use the Web Widget on multiple sites that have different needs. One site is internal and I want to show only our internal forms. The other site is our public training portal ...

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    Hope Notz created a post,

    Reset the First Reply SLA

    Answered

    Hello! We use Zendesk across departments and use various forms, triggers, etc. to ensure tickets get routed properly. However, we do have some crossover between departments and some tickets end up ...

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    Hope Notz commented,

    Gotcha. That makes sense. Unfortunately, I just need single fields locked down for everyone. 

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    Hope Notz commented,

    Michael Ohayon, I have Enterprise Support. Do you know how this is configured? I don't see any options on the fields themselves and the role restrictions are not that granular. 

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    Hope Notz created a post,

    Video Support

    Is there a 3rd party video app out there that does not require signing up on a different site, access to user data, etc.? Looking for something quick and simple that agents can use to quickly recor...

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    Hope Notz commented,

    I agree. This functionality would eliminate a lot of frustration for me. Is there a third part app available? Similar to the Ticket Field Manager app for Ticket Fields? I tried searching the Market...