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Hope Saldana

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Activity overview

Latest activity by Hope Saldana
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    Hope Saldana commented,

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

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    Hope Saldana 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 Saldana 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 Saldana 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 Saldana 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 Saldana 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 Saldana 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 Saldana commented,

    Thank you for the explaination, Ben Ballard. That is understandable.  However, it would be nice to at least have the option to turn this off for organizations where this is not applicable. 

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    Hope Saldana commented,

    Ian Morgan, I think the idea behind this makes more sense if you think about it from the original requester's perspective. When they log in to see their Activities, they see all public comments. If...

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    Hope Saldana commented,

    @..., any updates on this? This would be extremely helpful!