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Lianne Geerlings

Adhésion le 25 janv. 2022

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Dernière activité le 21 mars 2022

Working in a Software/IT company serving our users.

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Lianne Geerlings a ajouté un commentaire,

CommentaireFormatting and customizing your email

There really should be some effort changing this " Account Email" function.

We do not want our end-users to receive an email to create an account at all. 

We should be in charge to determine wether they should receive such or not.

Especially having multiple brands, it is even more frustrating.  Submitting a ticket for  Brand L results in receiving welcome emails from brand T. 

 

Afficher le commentaire · Publication le 28 janv. 2022 · Lianne Geerlings

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Lianne Geerlings a créé une publication,

Publication Feedback - Ticketing system (Support)

Currently when your Help Center is enabled, an end-user will automatically receive a "Welcome Email"  asking to create a Zendesk User Account.

If you have multiple brands you have no control about the sender e-mail of this message.

So you end up having a customer contacting you about brand A, but receives a welcome message from the email support address from brand B.

  • We ( agents/admins ) should be in charge to determine wether end-users should receive such message or not. 
  • If end-users should receive such message, the corresponding brand should be the sender. 
  • Welcome notification should be visible in the Event of the support ticket

Publication le 28 janv. 2022 · Lianne Geerlings

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Lianne Geerlings a ajouté un commentaire,

Commentaire de la communauté Feedback - Help Center (Guide)

I totally agree on this. It is ridiculous that this functionality cannot be controlled by the admins.

Especially having multiple brand is causing even more frustrations. Currently if someone contacts us about brand A, a welcome message is send from the brand B support email.

Customers are getting confused about this.

We have a Help Center for ( Brand L ) Advisors, but we are sometimes in contact with their Clients as well.

That Help Center contains info for the Advisors only, Clients have nothing to do with that at all.
But they also receive the welcome email, for something they do not even have access to. 

The same for users of the other brand T, they have nothing to do at all with the Help Center of the
brand L.  This should be something fully controllable by and admin.

Afficher le commentaire · Modification le 28 janv. 2022 · Lianne Geerlings

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