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Heather Rommel

Zendesk manager specializing in custom triggers, automations, macros, Guide, KPI reports and best practices. www.zenmasteradmin.com. @zenmasteradmin

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    Heather Rommel님이 에 댓글을 입력함

    Hi Ted Svensson, Congrats on the upgrade! Most Zendesk customers find they need exactly that-- some way to categorize their tickets. If the native system field Zendesk provides doesn't work- the Ty...

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    Hi Scott Stawarz, I agree, Zendesk needs to redo the widget in a lighter fashion. It hits our Google rankings because it slows down the page.  Our workaround until Zendesk fixes this (Zendesk, why ...

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    Heather Rommel님이 에 댓글을 입력함

    Also reading through comments on other strings, I'm finding that Chat CSAT timestamps swing over to Explore a little off - and can skew results.  I've validated that on an account I'm working on --...

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    Heather Rommel님이 에 댓글을 입력함

    I have a question around the Satisfaction tab-- is the time filter on this tab looking for a good or bad CSAT rating on the date the rating was given by the customer or is it looking for the date t...

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    Heather Rommel님이 에 댓글을 입력함

    Hi Patrick Wilson, That's interesting! I've not seen special characters import like that. The key to custom fields is that you can change the visible name of the fields as long as you keep the tag ...

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    Heather Rommel님이 에 댓글을 입력함

    Hi Stella Park, The original ticket becomes one with the target ticket it merges with so only one CSAT goes out and it goes on the surviving ticket. Whenever you want to exclude tickets from sendin...

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    Heather Rommel님이 에 댓글을 입력함

    Hi Fahad, I'm wondering what you mean? This is what my full screen looks like. What does yours look like so we can assist? Thanks.

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    Heather Rommel님이 에 댓글을 입력함

    Hi Sam, Not after the fact, no, but on the Chat home page, you will be able to see that a customer initiated a chat and which agent they were served by (and which agent didn't accept the chat). Tha...

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    Heather Rommel님이 에 댓글을 입력함

    Hi Suhan Li, It's not intuitive at first, but it's right here under the title. We use this a lot for phone calls from shared numbers where we can't save the number to a particular user:

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    Heather Rommel님이 에 댓글을 입력함

    Good morning. I +1 on Jeremy McWilliams's suggestion. Jeremy, you might want to post that one on the Feature Requests section of the Community so it gets the visibility it deserves! Also, just a no...