Dainne Lucena

1. Zendesk updates
2. What's New in Zendesk
3. What's new in Zendesk: November 2022

Hi Patrick Rieger,Your team might have enabled the customized ticket status. More information can be found here: https://support.zendesk.com/hc/en-us/community/posts/4416481894426-EAP-docs-Enabling...

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• Dainne Lucena
• Criado 16 de novembro de 2022 13:30
• 1 voto

1. Agent guide
2. Ticket automation and collaboration
3. Using Slack in side conversations

Hi Heather Rommel!Not at the moment. But can you post your use case to our Feedback on the ticketing system (Support) topic, using this template to format your feedback?

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• Dainne Lucena
• Criado 11 de novembro de 2022 08:14
• 0 voto

1. Apps and integrations
2. ...
3. Slack integration
4. Creating and managing triggers for Slack

Hi Phil Andrews,   Not at the moment. But I did see a similar request submitted here: @mention slack user functionality on Zendesk. You can up-vote that original post and add your detailed use-case...

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• Dainne Lucena
• Criado 11 de novembro de 2022 06:42
• 1 voto

1. Guide
2. ...
3. Using the knowledge base in Help Center
4. Viewing a list of all unverified articles that need verification

Hi Ed Ball,If your team doesn't have any article verification notification rules set up, then it's probably because the article you own has yet to be verified as per this article.   "These article...

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• Dainne Lucena
• Criado 9 de novembro de 2022 06:23
• 0 voto

1. Guide
2. ...
3. Setting up Zendesk Guide
4. Enabling search across multiple help centers

Hi Zsófia Spicze,Would you be referring to this function in the Knowledge Capture app where you can choose which Help Center to search from?   

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• Dainne Lucena
• Criado 8 de novembro de 2022 12:40
• 0 voto

1. People
2. ...
3. Team members and groups
4. Understanding and setting light agent permissions

Hi Kate Woollard,You are correct. In order to have access to Sell, you must be using an agent seat in your license as an agent or admin. 

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• Dainne Lucena
• Criado 8 de novembro de 2022 12:36
• 0 voto

1. Comunidade
2. Zendesk Suite Q&A
3. Whatsapp Integration - Messages not delivered

Hi Maky,   Prakruti Hindia just left an update on your post regarding the updated triggers and automation for messaging channels, including WhatsApp. You can check it out here

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• Dainne Lucena
• Criado 8 de novembro de 2022 12:15
• 0 voto

1. Comunidade
2. Zendesk Suite Q&A
3. Staff member restricted to only viewing tickets from their organisation can still request tickets on behalf of other organisations

Hi Callum Moffat,   Yes, agents can create tickets on behalf of the user that is outside of their organization. But even if they are assigned to it, they won't be able to load that ticket since the...

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• Dainne Lucena
• Criado 8 de novembro de 2022 11:27
• 1 voto

1. Apps and integrations
2. ...
3. Shopify integration
4. Setting up the Shopify integration for Support and Chat

Hi Dave Symonds, At the moment the integration is limited to what you see here: Using the Shopify integration in Support and Chat as this has been hardcoded and cannot be changed. You would need to...

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• Dainne Lucena
• Criado 8 de novembro de 2022 10:57
• 0 voto

1. Agent guide
2. Ticket management
3. Merging tickets

Hi Hans,I went ahead & created a ticket on your behalf so we can work on this further. Please keep an eye out for our email. 

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• Dainne Lucena
• Criado 8 de novembro de 2022 06:52
• 0 voto