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Nicola

Incorporación 15 nov 2022

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Última actividad 25 abr 2023

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Última actividad de Nicola

Nicola hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Still no update? It's a basic thing we need in working with email. 

Ver comentario · Publicado 30 nov 2022 · Nicola

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ComentarioTicket management

If I create a follow-up ticket from a closed ticket via the Instagram DMs channel, the follow-up ticket is no longer in that channel and is automatically sent as a public reply (email). There is no option to change the channel and I have to write to the customer via the instagram app instead. 

Ver comentario · Publicado 29 nov 2022 · Nicola

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Comentario de la comunidad Feedback - Apps and integrations (Platform)

Hello,
I reported a similar issue in this ticket, unfortunately I have no response from the Zendesk team yet. 

https://support.zendesk.com/hc/en-us/community/posts/4445591860634-Trigger-and-attachment-needed-for-Instagram-Direct-stories-reactions

Ver comentario · Publicado 24 nov 2022 · Nicola

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ComentarioZendesk Support app for mobile

I can't change the status of a ticket in the iOS mobile app. I tried updating the app to the latest version and the problem still persists. As soon as I click on the status icon ("stav" in my language) no menu appears. I am attaching the screen.

Ver comentario · Publicado 22 nov 2022 · Nicola

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Comentario de la comunidad Feedback - Ticketing system (Support)

I totally agree. The information that the message is a response to stories is important, and it would be absolutely best if the specific stories were also displayed in the ticket. Now our agents have to check the Instagram app. 

We also get tagged in customer's stories. As part of building a great relationship with our customers, we always want to say thank you and respond to such tagging. Unfortunately, no ticket is generated in Zendesk in this case and agents have to check the Instagram app again. I suggest that a new ticket is also created where the customer's stories will be available to preview as an image.

Thanks.

Ver comentario · Publicado 15 nov 2022 · Nicola

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