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Paul Riscalla's Avatar

Paul Riscalla

Incorporación 20 may 2023

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Última actividad 23 oct 2024

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Última actividad de Paul Riscalla

Paul Riscalla hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

The Zendesk team needs to come reply/close out this thread. This was released as a feature last week and is now doable by limiting ticket statuses to your ticket forms… so as long as each of your groups uses a different ticket form this essentially accomplishes the same thing and allows you to only show relevant statues to agents https://support.zendesk.com/hc/en-us/articles/7755811560346-About-form-ticket-statuses 

Ver comentario · Editado 23 oct 2024 · Paul Riscalla

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Paul Riscalla hizo un comentario,

ComentarioTicket management

Hi Zendesk team - this function does not work if you are trying to modify a ticket that has incomplete required fields. For example a ticket was merged and closed automatically by Zendesk during the merge with some required fields still blank. When you try to update the tags after the ticket is closed, Zendesk throws an error that the required fields are missing, however you can't edit those fields, which makes this feature unusable on those tickets.

Ver comentario · Publicado 07 sept 2024 · Paul Riscalla

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Paul Riscalla hizo un comentario,

Comentario de la comunidad Feedback - Voice (Talk)

+1 for this

Ver comentario · Publicado 06 sept 2024 · Paul Riscalla

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Paul Riscalla hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

+1 this is a must have

Ver comentario · Publicado 04 sept 2024 · Paul Riscalla

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Paul Riscalla hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Just my opinion, but it's a bummer this isn't being prioritized this entire year and things like AI are taking over (which are an extra add-on cost and not available on the regular subscription plans) - vs getting basic features like this working instead

Ver comentario · Publicado 21 mar 2024 · Paul Riscalla

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Paul Riscalla hizo un comentario,

Comentario de la comunidad Feedback - Chat and Messaging (Chat)

Hi Shawna James, while you closed the other thread on this topic (https://support.zendesk.com/hc/en-us/community/posts/5482311512986-Changing-the-answerbot-avatar) are you please able to address the comments added there? Particularly wondering about my last comment where I see the feature is available in some capacity, trying to understand is it part of Advanced AI? Or is that screenshot of Live Chat and not Messaging? If you can please address that information it would be helpful as right now the other thread was just locked with no input on the comments there. 

 

Ver comentario · Editado 13 sept 2023 · Paul Riscalla

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Paul Riscalla hizo un comentario,

Comentario de la comunidad Feedback - Chat and Messaging (Chat)

Prakruti Hindia I have filled in the EAP form and followed up with a message weeks ago, no one is responding to us!

Ver comentario · Publicado 07 sept 2023 · Paul Riscalla

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Paul Riscalla creó una publicación,

Publicación Feedback - Ticketing system (Support)

There are a couple posts related to this, but they are both one sided (SMS to Email)... this is a feature request to bring SMS on par with the other channels we have today where we can seamlessly switch in the composer from phone to email, or messaging to email, or email to phone, etc. etc. 

SMS is disconnected from this functionality for some reason. We really need the ability to:

- Continue an SMS ticket as an email 
- Switch an email ticket to SMS

There are a variety of reasons to needing to do this, same as why we would switch from messaging to email and email to messaging, etc. We need to be able to continue the same ticket and switch the channel. Creating a new ticket/merging, etc. is just a headache and confusing for agents. 

The lack of this feature makes SMS really difficult to implement as a support channel as it doesn't behave like the other channels we have. 

Publicado 16 ago 2023 · Paul Riscalla

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Paul Riscalla hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Same here, the current behavior makes no sense.

Ver comentario · Publicado 14 ago 2023 · Paul Riscalla

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Paul Riscalla hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Awesome that's great news.

Ver comentario · Publicado 11 ago 2023 · Paul Riscalla

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