Emily Harris

1. Comunidad
2. Support Q&A
3. Remove/hide the "Submit a request" button from the bottom of articles on mobile

Hi! I'm using Copenhagen but I don't see where to remove the submit a request button from the mobile site. I've already removed it from our desktop version. From the comments it looks like I should...

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• Emily Harris
• Creación 2 de diciembre de 2019 20:06
• 0 votos

1. Comunidad
2. Feedback on Support
3. Erase tags

@nicole the 60 day limit doesn't seem to be working for us. Can you explain a little more about where it drops from when we don't use it? The team has a specific list of approved tags and I still m...

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• Emily Harris
• Creación 28 de junio de 2019 15:03
• 0 votos

1. Comunidad
2. Feedback on Support
3. Erase tags

Is that ^^ true? It doesn't appear to working like that for me, and if it is, that means I've got a management problem because agents are using non-approved tags. I still have old misspelled tags b...

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• Emily Harris
• Creación 20 de marzo de 2019 21:01
• 1 voto

1. Talk
2. ...
3. Managing Talk
4. Managing overflow calls and after-hours routing

Awesome! Thank you!

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• Emily Harris
• Creación 7 de febrero de 2019 18:54
• 0 votos

1. Talk
2. ...
3. Managing Talk
4. Managing overflow calls and after-hours routing

Do I have to have a second group of agents for this to work? What if I used one of our other numbers as the overflow number but it was still routed to the same group of agents? Essentially, this wo...

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• Emily Harris
• Creación 7 de febrero de 2019 16:48
• 0 votos

1. Comunidad
2. Feedback on Support
3. Erase tags

I would also up vote this feature. We do a lot of reporting based on tags and have had it skewed by typos. Really frustrating.

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• Emily Harris
• Creación 10 de diciembre de 2018 20:09
• 1 voto

1. Support
2. ...
3. Security and user access in Zendesk Support
4. Automatically redacting credit card numbers from tickets

Is it redacted before the ticket is opened/ read or only after ticket status changes? For example, if we wanted to see it initially to update the customers account but don't want it to save.

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• Emily Harris
• Creación 20 de octubre de 2018 22:06
• 1 voto

1. Talk
2. ...
3. Setting up Talk
4. Enabling Talk and configuring general settings

Hi Daniel! That's helpful, thank you! What happens if we have our voicemail turned off? We have callers saying that they are put on hold for a period of time, as long as 6 minutes, and then abruptl...

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• Emily Harris
• Creación 23 de mayo de 2018 18:07
• 0 votos

1. Talk
2. ...
3. Setting up Talk
4. Enabling Talk and configuring general settings

How does the queue limit size? It sounds like it is kicking out the people with the longest wait time but I would like to just stop accepting new calls when we max out. Also, does that include call...

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• Emily Harris
• Creación 21 de mayo de 2018 16:01
• 0 votos

1. Support
2. ...
3. Business rules
4. How do I add a hyperlink to a trigger?

What would I put for the link text? Is that the same text as the URL?

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• Emily Harris
• Creación 27 de abril de 2018 16:38
• 0 votos