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Mistyamber Reynolds

가입한 날짜: 2021년 4월 16일

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마지막 활동: 2023년 9월 08일

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님의 최근 활동 Mistyamber Reynolds

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댓글Ticket 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?

댓글 보기 · 2023년 5월 12일에 게시됨 · Mistyamber Reynolds

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댓글Views, 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. 

댓글 보기 · 2023년 4월 14일에 게시됨 · Mistyamber Reynolds

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커뮤니티 댓글 Q&A - Objects, workspaces, and rules

Volkan Akdugan amazing!  Thank you!

댓글 보기 · 2023년 4월 11일에 게시됨 · Mistyamber Reynolds

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게시물 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).

2023년 4월 10일에 게시됨 · Mistyamber Reynolds

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댓글Measuring 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. 

댓글 보기 · 2023년 3월 14일에 게시됨 · Mistyamber Reynolds

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댓글What's new in Zendesk

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

댓글 보기 · 2022년 12월 02일에 게시됨 · Mistyamber Reynolds

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게시물 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.

 

2022년 10월 13일에 게시됨 · Mistyamber Reynolds

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댓글Explore recipes

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

댓글 보기 · 2021년 10월 19일에 게시됨 · Mistyamber Reynolds

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댓글Triggers 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. 

댓글 보기 · 2021년 6월 15일에 게시됨 · Mistyamber Reynolds

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커뮤니티 댓글 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. 

댓글 보기 · 2020년 9월 22일에 게시됨 · Mistyamber Reynolds

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