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Khajik Khajadourian

Adhésion le 15 avr. 2021

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Dernière activité le 22 févr. 2022

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Dernière activité effectuée par Khajik Khajadourian

Khajik Khajadourian a ajouté un commentaire,

CommentaireRouting

When will skills be able to be leveraged in triggers? 

Afficher le commentaire · Publication le 22 févr. 2022 · Khajik Khajadourian

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Khajik Khajadourian a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Do we know when this will be implemented? This is a huge blocker. 

Afficher le commentaire · Publication le 02 févr. 2022 · Khajik Khajadourian

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Khajik Khajadourian a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Great idea

Afficher le commentaire · Publication le 01 févr. 2022 · Khajik Khajadourian

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Khajik Khajadourian a ajouté un commentaire,

CommentaireBusiness rules

What is the difference between using dynamic content for multiple languages and liquid markup?

Afficher le commentaire · Publication le 24 janv. 2022 · Khajik Khajadourian

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Khajik Khajadourian a ajouté un commentaire,

CommentaireGeneral questions and issues about tickets

I agree with CJ, this article is incorrect. The IP address does not show in the audit trail. 

Afficher le commentaire · Publication le 24 janv. 2022 · Khajik Khajadourian

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Khajik Khajadourian a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Thank you!!!

Afficher le commentaire · Publication le 16 déc. 2021 · Khajik Khajadourian

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Khajik Khajadourian a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

I second this. This virtually makes the audit log unusable to us. We also need to search by what was changed (or the user that was changed) not by the actor. Most of the time we are wanting to find out who made the change to a specific user, and we don't know who the actor was. 

Afficher le commentaire · Publication le 17 nov. 2021 · Khajik Khajadourian

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Khajik Khajadourian a ajouté un commentaire,

CommentaireSecurity and user access in Zendesk Support

We need to be able to search the audit log by the user that was changed, not just the actor making the change. Is there a plan to implement this in the audit log or am I not seeing how to do this? 

Afficher le commentaire · Publication le 17 nov. 2021 · Khajik Khajadourian

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Khajik Khajadourian a créé une publication,

Publication Feedback - Ticketing system (Support)

Feature Request Summary: 

The Agent Workspace UI should allow agents to warm transfer and/or multi-agent a chat, without having to take over the entire chat. 

Description/Use Cases: 

Our internal departments need to consult with one another during chats. This would be things like: Can we reschedule this customer? Does this pass fraud review? Can we overbook this window? The

Business impact of limitation or missing feature:

This is critical for our business because we don't want to bounce the chat requester around from department to department when it may just take a few minutes of consult. Without this feature, our teams have to think of creative ways to get other departments to consult with one another. When previous to Agent Workspace, it was able to be done with ease in Zendesk. This is a basic Chat feature that is needed in Agent Workspace.

Publication le 08 sept. 2021 · Khajik Khajadourian

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Khajik Khajadourian a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

+1 to this. I have requested this in a ticket last year. 

Echoing what you said in your original post, we need to be able to give our team leads the ability to live monitor calls without giving them the ability to edit Talk permissions on an administrative level. This opens us up for risks if we give them that entire access. Additionally, it is very necessary for our leads to be able to live monitor calls especially now with everyone working from home. 

Is this planned for? I see this was reported in 2019. 

Afficher le commentaire · Publication le 17 août 2021 · Khajik Khajadourian

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