Erin Slovitt

1. Community
2. Support Product Feedback
3. Admin users viewing personal macros of other users

+1 here as well. This functionality is critical for the purposes of quality assurance. It would be great if a product manager could provide a response to this post as it was created over a year ago. 

• View comment
• Erin Slovitt
• Created July 19, 2018 00:50
• 1 vote

1. Using Support
2. Tickets
3. Setting up multiple brands (Enterprise)

Hi, Is it possible to have multiple tiers of brands? We are quite a large company with 3 totally separate business units that each have multiple branding/products. 

• View comment
• Erin Slovitt
• Created May 03, 2018 00:31
• 0 votes

1. Using Support
2. Zendesk basics
3. Testing changes in your sandbox (Enterprise)

Hi Amie,  Thanks for that. How would my IT staff then log into the Sandbox if they are not allocated a licence? The only way I know how to log into the Sandbox is after I have logged into our Zende...

• View comment
• Erin Slovitt
• Created May 02, 2018 23:06
• 0 votes

1. Using Support
2. Zendesk basics
3. Testing changes in your sandbox (Enterprise)

Hi, My IT department need to conduct some testing in our Sandbox but are not currently set up as Zendesk agents. Do I need to set  them up as agents in order to access Sandbox? We currently do not ...

• View comment
• Erin Slovitt
• Created April 30, 2018 03:49
• 0 votes

1. Using Support
2. Users, groups, and organizations
3. Creating, managing, and using groups

Hi, What will happen to my tickets (any status) if I delete a group? The group is indicated in the ticket assignee (i.e. "Customer Service/Jane Doe") so I would like to know how deleting ...

• View comment
• Erin Slovitt
• Created April 24, 2018 06:25
• 0 votes

1. Using Guide
2. Using the knowledge base in Help Center
3. Analyzing Help Center knowledge base and community activity (Guide Professional and Enterprise)

Hi Nicole,  We currently use Guide an an agent-only help centre. In the same way that some users want to track which articles end-users are reading, I want to see the same for agents for coaching a...

• View comment
• Erin Slovitt
• Created November 19, 2017 22:27
• 0 votes

1. Community
2. Talk Product Feedback
3. Holiday Rule Voicemail Greetings for Zendesk Voice

Hi Jenny,  The functionality that you refer to still does not allow us to schedule holiday greetings in advance and requires us to change the voicemail configuration for each holiday. Turning voice...

• View comment
• Erin Slovitt
• Created November 13, 2017 22:10
• 3 votes

1. Using Talk
2. Agent guide for Talk
3. Receiving and placing calls in Zendesk Talk

Hi Neil,  Thanks for responding but I have some issues with the information provided.  Firstly, when transferring to a group, the Talk console indicates how many available agents there are in that ...

• View comment
• Erin Slovitt
• Created November 09, 2017 21:19
• 0 votes

1. Using Talk
2. Agent guide for Talk
3. Receiving and placing calls in Zendesk Talk

Hi,  It appears that it is not possible to warm transfer a call to another group. This is a problem as it forces the customer to re-explain the reason for the call. This is not a great customer exp...

• View comment
• Erin Slovitt
• Created November 09, 2017 01:02
• 0 votes

1. Using Guide
2. Using the knowledge base in Help Center
3. Analyzing Help Center knowledge base and community activity (Guide Professional and Enterprise)

Hi,  Is there an app that will show me what articles my agents are viewing in Guide? I am basically looking for something similar to the Pathfinder app but for agents, not end-users. 

• View comment
• Erin Slovitt
• Created November 08, 2017 21:26
• 0 votes