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Alastair Borillo

Incorporación 07 ago 2024

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Última actividad 28 oct 2024

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Última actividad de Alastair Borillo

Alastair Borillo creó una publicación,

Publicación Feedback - Ticketing system (Support)

Hello,

 

Every once in a while, when an agent is creating a new requestor, they misspell the email and create a “bad” end user profile. The next time they create a ticket using the correct email results in two end users with very similar emails. This causes confusion for the other agents and sometimes they select the incorrect user.

 

To fix we just merge the bad user into the good, but would like a way to somehow catch the bad profile before a ticket is created.

 

 

Publicado 02 oct 2024 · Alastair Borillo

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Alastair Borillo creó una publicación,

Publicación Feedback - Ticketing system (Support)

Hello,

 

Almost all of our agents have requested this feature and are curious why this is not an option.

It would save a lot of time between saving attachments and reattaching when forwarding mail to another user outside of Zendesk.

 

A new feature similar to when you forward an email out of outlook how it keeps all attachments would be nice.

Publicado 09 ago 2024 · Alastair Borillo

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Alastair Borillo hizo un comentario,

ComentarioTicket basics

Good morning,

 

Is there a way to create an option to keep attachments when replying to a ticket comment? (sort of like forwarding in outlook)

Often our users need to “forward” the original ticket email to another user and would like to keep the attachments without having to download and re-attach. 

Ver comentario · Publicado 07 ago 2024 · Alastair Borillo

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