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Au Finh Saechao

Building out customer-focused apps on the Zendesk marketplace. https://myplaylist.io

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Activity overview

Latest activity by Au Finh Saechao
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    Au Finh Saechao commented,

    Just rolled out some improvements to our automatic skills-based routing (push model) solution: Use Skills-Based queues reliably with other, non–skills-based queues Create multiple Skills-Based que...

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    Au Finh Saechao commented,

    Also, be careful when removing skills from a ticket. Not sure if it will affect how they show up in views, but we found that the Skills-based Routing Incremental Export API will not pick up changes...

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    Au Finh Saechao commented,

    With Playlist, you can now automatically push tickets to agents using skills-based routing. See how it works to learn more. Took us a while, but we finally have a working solution!

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    Au Finh Saechao commented,

    @William Brown Thanks for sharing your use case. This is currently not possible, but it's a great suggestion! Makes total sense. We'll definitely consider merging into the new ticket in future vers...

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    Au Finh Saechao commented,

    Steven Vella Sorry, it took us a while. As promised, I'm happy to let you know that Playlist now supports IP restrictions. You can add Playlist's fixed IP addresses to your Allowed IP ranges. It's ...

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    Au Finh Saechao commented,

    Bruce Bye Dane K I think it might be possible to use only the Organization object if you just want to visualize the hierarchy in Zendesk. If you've implemented Ultimate Parent Accounts (via Apex tr...

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    Au Finh Saechao commented,

    Nitin Walia I hear you. As developers of the Playlist Ticket Assignment app, we totally get it and can attest to these challenges. The vendor review process can be quite daunting, and some clients ...

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    Au Finh Saechao commented,

    Britt Mauriss Playlist now has Agent "Total Online Time" reporting for email tickets. It also has first online time and last online time so you can see when agents logged in/out. Lightweight and da...

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    Au Finh Saechao commented,

    While it's not possible natively in Zendesk, Auto Merge is now available for Playlist! You can specify a criteria to match tickets. In Zendesk, simply create a trigger to notify the Auto Merge targ...

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    Au Finh Saechao commented,

    Auto Merge is now available for Playlist!  With Auto Merge, you can specify a matching criteria and a merge window (hours). In Zendesk, simply create a trigger to notify the Auto Merge target. See ...