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Carl Hajal

Data ingresso 21 feb 2022

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Ultima attività 28 giu 2023

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Carl Hajal ha commentato,

CommentoTicket automation and collaboration

Can I get a macro to submit a ticket? in other words, can I apply the macro so the email will be automatically sent without having to click the submit button? 

Thank you

Visualizza commento · Data ultimo post: 01 lug 2022 · Carl Hajal

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Carl Hajal ha commentato,

CommentoTicket management

Hello Zendesk Community, 

Is there a possible way to generate a report that shows per day/week how much time an agent spent on his/her tickets? 

Thank you

 

Visualizza commento · Data ultimo post: 17 mag 2022 · Carl Hajal

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Carl Hajal ha commentato,

CommentoTicket basics

Hello,

is it possible for light agent email replies (reply all from their own emails) to appear as a public comment? 

 When the reply is a private comment the ticket does not go from pending to open and that could be misleading for agents

thank you

Visualizza commento · Data ultimo post: 04 mag 2022 · Carl Hajal

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Carl Hajal ha commentato,

Commento nella community Feedback - Ticketing system (Support)

Hello, 

If an agent replies from their email the comment is public but if a light agent replies via their email the comment is private! 

Did zendesk publish an update or new settings to allow light agents' email replies to be public? 

Visualizza commento · Data ultimo post: 04 mag 2022 · Carl Hajal

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Carl Hajal ha commentato,

CommentoTicket automation and collaboration

Hello, 

In email side conversation, would it be possible to have an automatic link to the ticket in the signature of the email? 

Slack side conversations include a link to the case and the case number, wondering if that is possible for email side conversations. 

Additionally, would it be possible to use placeholders (ex: {{ticket.id}})  in email side conversations? or that's only possible with macros? 

Visualizza commento · Data ultimo post: 28 mar 2022 · Carl Hajal

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Carl Hajal ha commentato,

CommentoTicket editor, assignee, and requestor

+1

On our end, if an agent mischaracterized a situation or new info came to light, we would like to be able to add it and change tags. 

Visualizza commento · Data ultimo post: 21 feb 2022 · Carl Hajal

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