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Andrea Rodriguez (CD Baby)

Data ingresso 15 apr 2021

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Ultima attività 23 set 2024

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Andrea Rodriguez (CD Baby) ha commentato,

Commento nella community Feedback - Help Center (Guide)

Katarzyna Karpinska

Hi Katarzyna! 

If you'll have me, I'd love to participate in the research. I have a lot of feelings about Guide and its collaboration tools. 

Visualizza commento · Data ultimo post: 12 gen 2023 · Andrea Rodriguez (CD Baby)

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Andrea Rodriguez (CD Baby) ha commentato,

CommentoTeam members and groups

Is dynamic content supported in the alias? We have titles that are translated to support our languages but it seems that it's not showing up.

Visualizza commento · Data ultimo post: 24 mag 2022 · Andrea Rodriguez (CD Baby)

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Andrea Rodriguez (CD Baby) ha commentato,

CommentoAI agents and automation best practices

Is there a way to always include the same articles when the answer bot fires? For example, we have an article of top 10 viewed articles and we'd like that to be included in the list each time. Is that possible?

Visualizza commento · Data ultimo post: 24 mag 2022 · Andrea Rodriguez (CD Baby)

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Andrea Rodriguez (CD Baby) ha commentato,

CommentoSpam and suspended tickets

I'd like to know if there is a way we can request to have a column added "to" email address. I'm finding that there are quite a few of legit tickets getting caught in spam and since it's very hard to search through all those tickets, I'm finding I have to spend almost have an hour pulling them out even though I get reports every hour. 

If we had the "to" address column, I'd be able to sort by "to" email and unsuspend in bulk. 

Visualizza commento · Data ultimo post: 18 mag 2022 · Andrea Rodriguez (CD Baby)

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Andrea Rodriguez (CD Baby) ha commentato,

CommentoTicket management

Well, this is disappointing. Part of the reason I encouraged one of our teams to create a brand new brand in ZD was for the issue with the forms. 

William Grote

The workaround we currently use is creating a macro that acts as a template for all new (outgoing/proactive) tickets. So we click the + ticket and apply the macro called "New Ticket" and it applies the appropriate brand, the appropriate form and assigns the ticket to the agent. Other than that, all outgoing/proactive macros for this team have the brand and form within the macro. 

Visualizza commento · Data ultimo post: 17 mag 2022 · Andrea Rodriguez (CD Baby)

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Andrea Rodriguez (CD Baby) ha commentato,

Commento nella community Feedback - Help Center (Guide)

I wholeheartedly agree with this. 

We currently support 3 languages (English, Spanish and Portuguese). We find it extremely cumbersome to have to create three content blocks per article and that's only if we have one content block. Sometimes, we can have as many as 4-5 content blocks per one article.

Not only that, we have to update all content blocks in English, then publish and update Spanish then publish and finally Portuguese and publish. A feature that was supposed to save us a lot of time, ends up tripling (at the very least) the amount of time it takes for us to update articles in all languages at the same time. Additionally, training someone to do this, also takes time. If they miss a step, either a content block won't get updated, the article will be out of date, or a language will be out of date. 

Visualizza commento · Data ultimo post: 05 mag 2022 · Andrea Rodriguez (CD Baby)

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Andrea Rodriguez (CD Baby) ha commentato,

CommentoWorking with articles in the knowledge base

Is there any update on the ability to just have one content block get translated across all articles? We currently support 3 languages (English, Spanish and Portuguese). We find it extremely cumbersome to have to create three content blocks per article. Not only that, we have to update all content blocks in English, publish and update Spanish, publish, then Portuguese and publish.

Visualizza commento · Data ultimo post: 04 mag 2022 · Andrea Rodriguez (CD Baby)

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Andrea Rodriguez (CD Baby) ha commentato,

CommentoGeneral questions about email and email template

Hi Christine, 

I spoke with a ZD expert regarding a similar issue (we're multi-brand and the "wrong" default email address was showing up on the incorrect brand) and she mentioned that there is a way to have a default email for each group. I haven't tried it because, for us, this is a future state but it all lies within the Select an email address app settings. I think you'll want to play around with the settings  "Default email address for groups" and "Email addresses by group".  You'll need each group ID for those. Sorry I couldn't get you additional details since I haven't tried it yet. 

 

Visualizza commento · Data ultima modifica: 20 apr 2022 · Andrea Rodriguez (CD Baby)

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Andrea Rodriguez (CD Baby) ha commentato,

CommentoCustomer management and profiles

Is there a way to mark a ticket as spam, but not suspend the user? Our clients are musicians and often send us their newsletters or tour announcements which we want to be marked as spam, but if they send us a support ticket via the webform from the same email address, we want to be able to receive that. I recall that this was a feature that was possible before, did this recently get updated? 

Visualizza commento · Data ultimo post: 12 apr 2022 · Andrea Rodriguez (CD Baby)

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Andrea Rodriguez (CD Baby) ha commentato,

CommentoSecurity and user access in Zendesk Support

Hi Monica, yes! That is really helpful! I think I'll be able to navigate what I need now, thanks so much! 

Related unrelated, does anyone know why when a new user is created, it applies that name to me and the other Admins? What is blacked out is completely unrelated to me.

Visualizza commento · Data ultima modifica: 23 mar 2022 · Andrea Rodriguez (CD Baby)

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