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Steve Steffel

Entrou em 16 de abr. de 2021

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Última atividade em 17 de out. de 2024

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Steve Steffel comentou,

Comentário na comunidade Feedback - Help Center (Guide)

Hello! This concern has come up for our account again, is there anything revised for this feature? Thank you!

Exibir comentário · Publicado 17 de out. de 2024 · Steve Steffel

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Steve Steffel comentou,

Comentário na comunidade Feedback - Help Center (Guide)

Hello! Is there any revised timeline on this feature?

Exibir comentário · Publicado 13 de fev. de 2024 · Steve Steffel

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Steve Steffel comentou,

Comentário na comunidade Feedback - Help Center (Guide)

Hello! Do you happen to have an update on when this feature will be enabled?

Exibir comentário · Publicado 18 de abr. de 2023 · Steve Steffel

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Steve Steffel comentou,

ComentárioPublishing and sharing dashboards

This is a wonderful and very useful feature for us! One question: Can dashboard restrictions be copied to multiple dashboards? For example, maybe my restriction is "Group ABC" and it's a filter on ticket group with values "Group A", "Group B", "Group C". I'd like to reuse that filter across different dashboards instead of recreating it. Is that possible? Thanks!

Exibir comentário · Publicado 31 de jan. de 2023 · Steve Steffel

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Steve Steffel criou uma publicação,

Publicação Feedback - Help Center (Guide)

We have our product documentation hosted outside of Zendesk, so being able to surface it for customers as they create a ticket would be great. The crawler used to gather external content for federated search in Guide seems like it would work, but external content isn't available for this type of search yet.

Publicado 29 de nov. de 2022 · Steve Steffel

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Steve Steffel comentou,

ComentárioUsing help center search

Hello! Will external content show up in the customer side of the ticket request form? That would be massively helpful for us (as well as appearing in the agent workspace, which it looks like it will). Thank you!

Exibir comentário · Publicado 08 de nov. de 2022 · Steve Steffel

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Steve Steffel comentou,

Comentário na comunidade Feedback - Voice (Talk)

I wanted to come and add my support for this idea. We have groups in different countries, and if an agent makes an outbound call and forgets to switch to the correct number, they're suddenly making an international call to a customer. Depending on the number of outgoing calls, there's a pretty big chance for someone to miss that they're calling out of the wrong phone line.

I like the idea of setting the default by group, though I understand this would get confusing for agents in multiple groups. A field in the agent profile that's a dropdown for default Talk outbound line would be perfect.

Thank you!

Exibir comentário · Publicado 16 de ago. de 2022 · Steve Steffel

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Steve Steffel comentou,

Comentário na comunidade Feedback - Reporting and analytics (Explore)

Wanted to chime in that this is an issue for me as well. We have 20 dashboards sharing queries and one edit to a query turns into a huge pain to update every dashboard.

Exibir comentário · Publicado 14 de abr. de 2022 · Steve Steffel

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Steve Steffel comentou,

Comentário na comunidade Feedback - Reporting and analytics (Explore)

Just wanted to add that I'd also love this feature. Right now I have 15 different reports for support team leads in our company which has turned out to be a lot of work to update with even very simple changes. If I could just define that a team lead has permission to view tickets assigned to this list of people (and the same for other datasets) that would be great. Then I would be able to have one report and still be assured that it follows our privacy restrictions. 

Exibir comentário · Publicado 16 de nov. de 2020 · Steve Steffel

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Steve Steffel comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Just adding that we'd also love this to be separate permissions. We would like agents to update organization fields as needed, but the fact that allowing them to do this also allows them to delete the organization and add a new one (both of which mess up connections with other systems) is frustrating. Not to mention how agents should not be messing with internal groups at all as that can affect routing, reports, etc. Our options right now are to restrict all the permissions to a small group and burden them with changes needed by everyone, or just risk having people make changes they shouldn't.

Exibir comentário · Publicado 10 de nov. de 2020 · Steve Steffel

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