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Perla Rimmerman

Entrou em 15 de abr. de 2021

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Última atividade em 03 de jul. de 2024

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Perla Rimmerman comentou,

Comentário na comunidade Feedback - Reporting and analytics (Explore)

+1 for the ability to report problem and linked incidents. 

Exibir comentário · Publicado 03 de jul. de 2024 · Perla Rimmerman

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Perla Rimmerman comentou,

ComentárioSlack integration

The biggest challenge for us with the new /zendesk command is that the info on the ticket created is sent as a DM instead of posting in the channel it was created. This reduces visibility for the team. The current workaround is to post a message in the channel, then create a ticket for the message. Is there a way to make it post in the channel again without the added step? 

 

Exibir comentário · Publicado 22 de mai. de 2024 · Perla Rimmerman

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Perla Rimmerman comentou,

ComentárioZendesk messaging

We don't have them either, and it would improve our life greatly to be able to fix the current challenges that messaging presents.

Exibir comentário · Publicado 01 de fev. de 2024 · Perla Rimmerman

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Perla Rimmerman comentou,

Comentário na comunidade Feedback - Chat and Messaging (Chat)

I completely share the sentiment that this message is extremely annoying. It's become a daily nuisance, and it's gotten to the point where I cringe when I see it. It's definitely not the kind of experience I'd like to kick off my day with.

The suggested workaround is quite convoluted and impractical. Creating a separate group or department, configuring operating hours, and employing JavaScript APIs seems like an overly complicated solution for a feature that we didn’t request.

It'd be so much better if the system could address this problem directly, rather than making us jump through hoops.

Exibir comentário · Publicado 03 de nov. de 2023 · Perla Rimmerman

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Perla Rimmerman comentou,

ComentárioExplore recipes

Same here. It's been very hard for us to measure agent touches with the different channels, side conversations, etc. I would also love a recipe similar to what Marta Lagut suggested so we can accurately measure agents' contributions on any given day. 

Exibir comentário · Publicado 21 de mar. de 2023 · Perla Rimmerman

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Perla Rimmerman comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Adding my vote. This feature is needed.

Exibir comentário · Publicado 09 de jul. de 2021 · Perla Rimmerman

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Perla Rimmerman comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

That is great news, Nicole! The ability to correct typos would be great. The typo for lost_shirt is not a fun one to have on reports :) 

Exibir comentário · Publicado 06 de mai. de 2021 · Perla Rimmerman

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Perla Rimmerman comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Our use case is very similar to OP. This is a much needed integration.

Exibir comentário · Publicado 19 de mar. de 2020 · Perla Rimmerman

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Perla Rimmerman comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

If not able to implement a way to erase tags, at least add a way to prevent tags from showing in the auto-fill option for the ticket field, like a blacklist.

Exibir comentário · Publicado 13 de jul. de 2018 · Perla Rimmerman

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Perla Rimmerman comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

We really need a way to replace tags from closed tickets, since deleting them is not an option. We are left with several typos and incorrectly named tags forever and they are a source of confusion for our agents.

A suggested workaround: add the ability to remove tags from showing in the suggested list of tags.

Exibir comentário · Publicado 07 de jun. de 2017 · Perla Rimmerman

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