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Betty

Adhésion le 16 avr. 2021

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Dernière activité le 07 oct. 2024

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Dernière activité effectuée par Betty

Betty a ajouté un commentaire,

CommentaireTicket management

Many of our Views are assigned to different groups. Does the “Who has access” option affect the nesting functionality i.e. “Who has access” MUST be “Any Agent”?

 

Afficher le commentaire · Publication le 07 oct. 2024 · Betty

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Betty a ajouté un commentaire,

CommentaireTicket management

Any plans to add Settings for the Interaction History? Archived tickets are still a part of the user's history and it would be great to see it all in one place. 

Afficher le commentaire · Publication le 12 août 2024 · Betty

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Commentaire de la communauté Feedback - Ticketing system (Support)

Great, I'll take a look at this. Thank you and sorry for the late reply.

Afficher le commentaire · Publication le 08 août 2024 · Betty

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Commentaire de la communauté Feedback - Ticketing system (Support)

Is this something that might be on the roadmap soon?

Afficher le commentaire · Publication le 08 août 2024 · Betty

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CommentaireTicket management

We have one Zendesk instance that covers six brands. Is there a way to separate the suspended tickets per brand, or edit the view to add a formatting option to filter by brand? 

Afficher le commentaire · Publication le 05 août 2024 · Betty

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Commentaire de la communauté Feedback - Help Center (Guide)

I agree. As we have agents worldwide, this would increase efficiency with solving tickets without waiting for confirmation from management if they cannot find the right internal articles/documentation. 

Afficher le commentaire · Publication le 10 juil. 2024 · Betty

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Commentaire de la communauté Feedback - Ticketing system (Support)

With multiple brands, searching for Macro title keywords isn't enough, as the agent would need to know the titles of all to begin with. When will there be a way to search using a keyword from the Macro body/description (not title)?

Afficher le commentaire · Publication le 16 mai 2024 · Betty

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Commentaire de la communauté Feedback - Ticketing system (Support)

Thank you Au Finh. We are awaiting this feature to become available to Enterprise users, rather than pay for an additional app, so I appreciate your help but not what we're looking for atm. 

Afficher le commentaire · Publication le 14 mai 2024 · Betty

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Commentaire de la communauté Feedback - Ticketing system (Support)

Is this available yet? To auto merge using Triggers or Automation?

Afficher le commentaire · Publication le 13 mai 2024 · Betty

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Betty a ajouté un commentaire,

CommentaireHelp with bots and automation

Any updates on when/if the Zendesk Answer Bot will allow us to add a stage/step to link to forms? We do not currently use the “Transfer to Agent” stage/step, as we work remotely and have a small team. Ideally, we would like all unresolved chats to lead to forms for ticket submission.

Afficher le commentaire · Publication le 02 avr. 2024 · Betty

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