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Mistyamber Reynolds

Data ingresso 16 apr 2021

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Ultima attività 08 set 2023

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Ultima attività di Mistyamber Reynolds

Mistyamber Reynolds ha commentato,

CommentoTicket customization

Other than setting a custom layout as the default, how do we apply them?  I'm not seeing that in documentation.  I can't set a layout at the group, view, or trigger level so how do I use it?

Visualizza commento · Data ultimo post: 12 mag 2023 · Mistyamber Reynolds

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Mistyamber Reynolds ha commentato,

CommentoViews, ticket status, and ticket fields

I'd like to request that "Escalation" be added to the system default field "Type".  This way we can track customer escalations effectively.  It would be nice if it functioned in the same way a Problem ticket functions. 

Visualizza commento · Data ultimo post: 14 apr 2023 · Mistyamber Reynolds

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Mistyamber Reynolds ha commentato,

Commento nella community Q&A - Objects, workspaces, and rules

Volkan Akdugan amazing!  Thank you!

Visualizza commento · Data ultimo post: 11 apr 2023 · Mistyamber Reynolds

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Mistyamber Reynolds ha creato un post,

Post Q&A - Objects, workspaces, and rules

I am not seeing a way to set agent status based on schedule.  When I first started configuring Omnichannel routing, all agents were set as Available even though many work different shifts.  It would be great if we could apply a schedule to an agent's profile so that we can ensure tickets do not get assigned to them off schedule (unless the agent manually updates their status).

Data ultimo post: 10 apr 2023 · Mistyamber Reynolds

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Mistyamber Reynolds ha commentato,

CommentoMeasuring success

We would love to use Zendesk CSAT, however, the limitations of the rating scale prevent us from using it.  Having Good or Bad as the only options does not give us the level of detail we need.  I would love to see a five point scale and be able to customize when the survey goes out so I can use Zendesk for all our needs. 

Visualizza commento · Data ultimo post: 14 mar 2023 · Mistyamber Reynolds

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Mistyamber Reynolds ha commentato,

CommentoWhat's new in Zendesk

Is it possible to get on an email list for ZD updates?

Visualizza commento · Data ultimo post: 02 dic 2022 · Mistyamber Reynolds

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Mistyamber Reynolds ha creato un post,

Post Feedback - Ticketing system (Support)

The new customer profile page has slowed down my agents.  Previously, we could quickly see our custom customer fields in the side bar.  Now we have to click to a new tab and scroll far down the page to see those fields.  I would like the ability to surface those custom fields in the Key Details section and in the customer context side panel in the ticket view.  See screenshots for reference.

 

Data ultimo post: 13 ott 2022 · Mistyamber Reynolds

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Mistyamber Reynolds ha commentato,

CommentoExplore recipes

@.... Nope.  I still cannot see time spent by agent rather than by case.

Visualizza commento · Data ultimo post: 19 ott 2021 · Mistyamber Reynolds

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Mistyamber Reynolds ha commentato,

CommentoTriggers and automations

I would like to have a trigger add a private comment on a ticket when a closed side conversation is replied to.  I also cannot find a way to reopen a side conversation if it is replied to via triggers.  We need this functionality. 

Visualizza commento · Data ultimo post: 15 giu 2021 · Mistyamber Reynolds

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Mistyamber Reynolds ha commentato,

Commento nella community Feedback - Ticketing system (Support)

I would like to add my vote for this feature.  I keep seeing our internal employees get added to the suspended user list.  This makes their emails to our support team go to the suspended box.  I am not finding a way to quickly download the suspended user list so I can audit it.  This is frustrating. 

Visualizza commento · Data ultimo post: 22 set 2020 · Mistyamber Reynolds

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