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Hege Solheim's Avatar

Hege Solheim

Incorporación 15 abr 2021

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Última actividad 25 feb 2025

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Última actividad de Hege Solheim

Hege Solheim hizo un comentario,

Comentario de la comunidadZendesk EAP - Entity detection

Agree with above comment, as one of the major reasons to use this would be to flag ID strings with a specific structure (a combination of a set of letters indetifying the market + a set of digits, for example ANO123456789 and ASE12456789), which wouldn't work with the current drop-down functionality. 

Ver comentario · Publicado 25 feb 2025 · Hege Solheim

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Hege Solheim hizo un comentario,

ComentarioTicket automation and collaboration

To piggyback on the comment  above, can we expect to see summaries in Explore at some point? 

Ver comentario · Publicado 17 feb 2025 · Hege Solheim

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Hege Solheim hizo un comentario,

Comentario de la comunidad Feedback - Reporting and analytics (Explore)

+1 to this request. It would be great if we had the option to restrict access to editing certain dashboards.

Ver comentario · Publicado 13 feb 2025 · Hege Solheim

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Hege Solheim hizo un comentario,

ComentarioUsers, groups, and organizations

We have a multi-language Zendesk platform, with the default language set to English. Currently when creating a new customer, we enter the email address and then can input name/first name. For all other users than for our English-speaking markets, we then we need to close the customer created and reopen it then to correct the language in their user profile. As we have localized logos in our signatures per market, it is necessary for our agents to do this to ensure they do not email the customer with incorrect logo. Is there an option of adding "Requester language" to the user creation menu, in addition to email address and name? 

Ver comentario · Publicado 22 mar 2024 · Hege Solheim

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Hege Solheim hizo un comentario,

ComentarioTicket management

Is it just me, or is there still no link here? 

You can sign up for the EAP here

Ver comentario · Publicado 20 mar 2024 · Hege Solheim

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Hege Solheim hizo un comentario,

ComentarioTicket automation and collaboration

When can we expect further language support for Comment Enhancement? As mentioned earlier in the thread (https://support.zendesk.com/hc/en-us/articles/5608712782362/comments/6206094391066) it defaults to US English, while we would like the option to have the Enhancement rendered in UK English. 

Ver comentario · Publicado 19 ene 2024 · Hege Solheim

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Hege Solheim hizo un comentario,

ComentarioManaging Talk

What is the expected behaviour when calls are put on hold? Is it expected that the tickets will then have 2x call transcript and 2x call summary, where the first ones are partial and the second ones are complete? 

Ver comentario · Publicado 09 ene 2024 · Hege Solheim

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Hege Solheim hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Agree that this feature should be possible to disable.

It should be possible to disable if one has a privacy concern regarding the translation. Also, since the feature isn't available across all channels, it should be able to disable if one instead wants to use a third-party translation service. 

Ver comentario · Publicado 18 sept 2023 · Hege Solheim

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Hege Solheim hizo un comentario,

Comentario de la comunidad Feedback - Reporting and analytics (Explore)

Agree with this feedback. It would be great to have a recovery-feature for deleted dashboards/reports, or perhaps a "middle" step where they are first deactivated before permanently deleted. 

Ver comentario · Publicado 13 ene 2023 · Hege Solheim

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Hege Solheim creó una publicación,

Publicación Feedback - Ticketing system (Support)

In the new agent workspace, our agents miss being able to see the chat and the customer before accepting it. In cases of repeat visitors to the chat, it would be neat that the agents could see this and the same agent the customer has spoken to before could pick the chat up.

Publicado 07 may 2021 · Hege Solheim

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