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Melissa Lucore
Adhésion le 15 avr. 2021
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Dernière activité le 14 févr. 2023
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Dernière activité effectuée par Melissa Lucore
Melissa Lucore a ajouté un commentaire,
Hi Ifra Saqlain - How would I hide multiple topics using this code? I was able to hide the button from 1 topic as shown above, but not sure how to list multiple topics to hide the post button from.
Thanks,
Melissa
Afficher le commentaire · Publication le 08 déc. 2022 · Melissa Lucore
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Melissa Lucore a ajouté un commentaire,
Are we able to see when a user was suspended or who did the action of suspending the user?
Afficher le commentaire · Publication le 26 juil. 2022 · Melissa Lucore
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Melissa Lucore a ajouté un commentaire,
In our experience, that has not been true. When pulling the number of unverified articles per agent by using the COUNT(Articles unverified) metric and Agent name attribute in the Guide Team publishing dataset, it shows the agent who is responsible for unverifying the articles. None of our agents manually mark articles as unverified, so this metric is not helpful. The report does not provide the information we want which is number of articles that are unverified that are owned by a particular agent. We have reviewed this with our CSM and they have confirmed that what we are seeing is not the number we are looking for.
Afficher le commentaire · Publication le 19 janv. 2022 · Melissa Lucore
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Melissa Lucore a ajouté un commentaire,
Hello - We have a large volume of suspended tickets that are recovered by our Tier 1 team. Unfortunately there is no way to identify those tickets that have been recovered or report on them. It would be helpful to have a tag or event or some sort of identifier that would allow our managers to report on this volume and assist in resource planning (assign a certain number of agents to monitor the suspended queue).
Afficher le commentaire · Publication le 10 janv. 2022 · Melissa Lucore
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Melissa Lucore a ajouté un commentaire,
Is there any sort of identifier on tickets that have been recovered? It would be very helpful to be able to report on the volume of recovered tickets from the suspended queue. Thanks.
Afficher le commentaire · Publication le 10 janv. 2022 · Melissa Lucore
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Melissa Lucore a créé une publication,
Publication le 15 oct. 2021 · Melissa Lucore
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Melissa Lucore a ajouté un commentaire,
This is also an issue for our team. We often have to go back to old Support Tickets to help our dev teams when they write RCA (Root Cause Analysis) documents for urgent customer issues, like Outages. Because of the ticket time being changed in the interface, what I reported to Dev for timing ended up being wrong. We're now correcting the RCA, but just didn't even think to check, and we don't want to have misses like that with our customers. Is there any plan to change this?
Afficher le commentaire · Publication le 24 mars 2021 · Melissa Lucore
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Melissa Lucore a ajouté un commentaire,
We experience this same issue. Some customers may CC colleagues that are relevant to the issue, but those colleagues are not users in Zendesk. Is there anyway to allow this?
Afficher le commentaire · Publication le 11 févr. 2021 · Melissa Lucore
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Melissa Lucore a ajouté un commentaire,
We have a similar use case. If someone follows a topic, we'd like them to receive a weekly digest of any updates to that topic.
Afficher le commentaire · Publication le 19 janv. 2021 · Melissa Lucore
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Melissa Lucore a ajouté un commentaire,
We also recently had an issue where a ticket was incorrectly merged. The end users kept replying to the original email so all of the information they sent was visible by the merged ticket's end user. This is a huge security issue. I second a previous comment that asks for a confirmation prompt at the very least, if un-merging isn't feasible.
Thanks.
Afficher le commentaire · Publication le 16 oct. 2020 · Melissa Lucore
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