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Carl Hajal

Incorporación 21 feb 2022

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Última actividad 28 jun 2023

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Última actividad de Carl Hajal

Carl Hajal hizo un comentario,

Comentario[ARCHIVE] Documentation

Can we have the answer bot send an email to the agent (assignee) instead of the requester? 

The suggested articles are not always accurate but it would be nice to prompt the agent with the suggested ones and they can evaluate them. 

 

thank you 

 

Ver comentario · Publicado 21 jul 2022 · Carl Hajal

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Carl Hajal hizo un comentario,

ComentarioTicket automation and collaboration

Can I get a macro to submit a ticket? in other words, can I apply the macro so the email will be automatically sent without having to click the submit button? 

Thank you

Ver comentario · Publicado 01 jul 2022 · Carl Hajal

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Carl Hajal hizo un comentario,

ComentarioTicket management

Hello Zendesk Community, 

Is there a possible way to generate a report that shows per day/week how much time an agent spent on his/her tickets? 

Thank you

 

Ver comentario · Publicado 17 may 2022 · Carl Hajal

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Carl Hajal hizo un comentario,

ComentarioTicket basics

Hello,

is it possible for light agent email replies (reply all from their own emails) to appear as a public comment? 

 When the reply is a private comment the ticket does not go from pending to open and that could be misleading for agents

thank you

Ver comentario · Publicado 04 may 2022 · Carl Hajal

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Carl Hajal hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Hello, 

If an agent replies from their email the comment is public but if a light agent replies via their email the comment is private! 

Did zendesk publish an update or new settings to allow light agents' email replies to be public? 

Ver comentario · Publicado 04 may 2022 · Carl Hajal

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Carl Hajal hizo un comentario,

ComentarioTicket automation and collaboration

Hello, 

In email side conversation, would it be possible to have an automatic link to the ticket in the signature of the email? 

Slack side conversations include a link to the case and the case number, wondering if that is possible for email side conversations. 

Additionally, would it be possible to use placeholders (ex: {{ticket.id}})  in email side conversations? or that's only possible with macros? 

Ver comentario · Publicado 28 mar 2022 · Carl Hajal

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Carl Hajal hizo un comentario,

ComentarioTicket editor, assignee, and requestor

+1

On our end, if an agent mischaracterized a situation or new info came to light, we would like to be able to add it and change tags. 

Ver comentario · Publicado 21 feb 2022 · Carl Hajal

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