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Chris Swinney

Incorporación 15 abr 2021

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Última actividad 27 oct 2021

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Última actividad de Chris Swinney

Chris Swinney hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Annoyingly, we have just seen the same thing happen. We can have incredibly long and complex tickets. I personally make things worse by operating almost exclusively via HTML email, which is a requirement for me personally as the application interacts with my screen reader in a much more compatible fashion. Several new comments in the thread were simply blank or only contain a partial line, making responses between the customer and ourselves almost impossible. 

If you are going to truncate, it would seem sensible to truncate the historical messages not the new ones. 

Ver comentario · Publicado 29 mar 2019 · Chris Swinney

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Chris Swinney hizo un comentario,

Comentario de la comunidad Discussion - Tips and best practices from the community

FWIW, one of my goals here was to try to work around Zendesk very poor handling of automated link followers that trigger the negative CSAT scores. Unfortunately, it hasn't really worked :(. As far as I know, Zendesk do not actually see this as a problem! However, I would suggest the the vast majority of our negative scores are actually incorrect (based on further customer interaction and the fact that they have never clicked on anything or were not even in the office at the time the score was recorded). 

Ver comentario · Publicado 05 mar 2019 · Chris Swinney

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Chris Swinney hizo un comentario,

Comentario de la comunidad Discussion - Tips and best practices from the community

ok, resolved the alignment @Andrew J. There are soem issue with your HTML in that the TD and IMG element height and width should be specified in number only, i.e. "150", not "150px". I also tidied up the multiple tables and aligned the TD elements for better presentation. 

The code is now:

```

HappySad
              
Feeling fine!Not so great


```

Having said this, this looks like an old way of doing thing, but I'm not sure what Zendesk or email client such as Outlook support. This is also terrible formatting

Ver comentario · Publicado 12 jul 2018 · Chris Swinney

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Chris Swinney hizo un comentario,

Comentario de la comunidad Discussion - Tips and best practices from the community

I'm also struggling in getting the width of the columns (td element) to line up, so the images are nicely aligned are above the text. 

Ver comentario · Publicado 12 jul 2018 · Chris Swinney

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Chris Swinney hizo un comentario,

Comentario de la comunidad Discussion - Tips and best practices from the community

@Andrew J The Base64 encoded GIF in the update simply result is a invalid image place holder when viewed in Outlook.

 

I ended up uploading another 1px x 1px PNG into the asset store and using that. 

 

I also feel that I'm not making things simple on myself to get a URL of the asset image once uploaded. You get a template placeholder in the help centre, but it seems you can't use that in the email body for the notification automation. So the only why I have figured out how to get the URL is to actually publish a page that contains the template, then inspect the element in the browser to copy the image URL. I'm sure there must be a simpler way. 

Ver comentario · Publicado 12 jul 2018 · Chris Swinney

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Chris Swinney hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Thanks Nicole.

Ver comentario · Publicado 07 dic 2017 · Chris Swinney

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Chris Swinney hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

@Sean 3 years???? Looks closer to ANOTHER 5 year thread as it goes back to Jully 2013 (4.5 years) :(

 

I have a very strong need to add the contents of a email which is generated through some triggered automation and used liquid markup to generate dynamic content, into a private note of that ticket. We currently do not have a simple way to allow agents to know what the hell Zendesk actually sent. 

 

In fact, I had to open up a support ticket on this, only to get re-directed to this thread!!!!

Ver comentario · Publicado 01 dic 2017 · Chris Swinney

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Chris Swinney hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

+1 I have asked too for this functionality via support, but failed to get a positive outcome.

Ver comentario · Publicado 01 sept 2017 · Chris Swinney

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