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Vaughan

Entrou em 16 de abr. de 2021

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Última atividade em 25 de fev. de 2025

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Vaughan comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

I navigated here from an article discussing Previewing Macros, in which Zendesk engineers comments stated that the experience of being presented with the plaintext only version in the preview was expected, and that the poster of the issue should submit a feedback forum post here. Source: https://support.zendesk.com/hc/en-us/articles/4408887656602/comments/6454787578266

 

Now I find the feedback forum post for this and it is stating that it is actually an account issue that requires support?

 

Is this an expected experience, or an issue?

Exibir comentário · Publicado 29 de jan. de 2025 · Vaughan

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Vaughan comentou,

Comentário na comunidade Feedback - Chat and Messaging (Chat)

We would like to see this function as well. Often we have profiles with multiple phone lines associated and replying via SMS requires selecting the correct line for the outbound message, not simply the default line of the profile. 

+1 for wanting an ability to determine the phone line which created a ticket via SMS.

Exibir comentário · Publicado 14 de nov. de 2024 · Vaughan

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Vaughan comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Looking for an ETA on when this is expected to be deliverable. This request is over 5 years old, creates high risk to security, and the only update we have is it is “planned”.  Can we expect this in 2024?

Exibir comentário · Publicado 26 de jun. de 2024 · Vaughan

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Vaughan comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

August 2019 this was said to be on the roadmap with no ETA.

In December 2023 we heard the same update.

Are there any updates on where this is at?

Exibir comentário · Editado 22 de mai. de 2024 · Vaughan

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Vaughan comentou,

Comentário na comunidade Feedback - Chat and Messaging (Chat)

Lisa Tam Is there an updated release date for this dataset or has it been launched?

Exibir comentário · Publicado 09 de mai. de 2024 · Vaughan

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Vaughan comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Zendesk recently added a feature to allow control of this setting, on a global scale. This means if there are some who would benefit, then you have to change it for all.

With teams around the world and workstreams in direct-to-consumer as well as wholesale channels we require flexibility in our setup. The feature to default to private comments can benefit some of our users, but not all.

I am advocating for this to be controlled on a user level as the original poster stated. Either by the Agents themselves in their profile, or at an admin level by the Brand or Group assigned to the ticket, or whatever else you may come up with that adds flexibility to the feature.

Referenced article on new feature: https://support.zendesk.com/hc/en-us/articles/6871403592474-Announcing-a-logic-improvement-for-the-Public-by-default-ticket-setting-coming-soon

Exibir comentário · Publicado 14 de mar. de 2024 · Vaughan

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Vaughan comentou,

Comentário na comunidade Feedback - Chat and Messaging (Chat)

When is this planned to roll out in Q1?

Exibir comentário · Publicado 16 de fev. de 2024 · Vaughan

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Vaughan comentou,

ComentárioUsing legacy AI agent functionality

A large portion of our engagements with flow builder bots are free text input. How can we use Explore to report on what the free text entry is?

Exibir comentário · Editado 15 de fev. de 2024 · Vaughan

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Vaughan comentou,

Comentário na comunidade Feedback - Chat and Messaging (Chat)

Eagerly awaiting this feature. Any news on where it is at or if it is on a roadmap yet?

Exibir comentário · Publicado 07 de fev. de 2024 · Vaughan

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Vaughan comentou,

ComentárioTicket editor, assignee, and requestor

This limitation is hindering the performance of our teams by truncating tables shared by requesters and hiding information behind a subtle ellipses. Please introduce a customizable limitation on displayed characters or enhance the ellipses to be more prominent to notify agents that Zendesk is hiding content in the request.

Exibir comentário · Publicado 17 de nov. de 2023 · Vaughan

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