Zach Hanes
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Zach Hanes comentou,
Will this functionality be made available via API? It would be useful to be able to make use of the ticket summaries in custom functionality we have built internally.
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Zach Hanes comentou,
We have this exact issue. This is a major functionality gap in the redaction feature.
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Zach Hanes comentou,
The definition of "away" in this article is different from what is shown in-product, and is pretty confusing. In the product it's defined as "Can't receive work, but work is added to the queue." T...
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Zach Hanes comentou,
Rebecca Katz my understanding is this is supported in Omnichannel Routing, which will work for messaging, but not chat. So I doubt this will developed, since it seems nothing new is being developed...
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Zach Hanes comentou,
Above, Marco says this: dropped chats will only count chats where the agent left the chat with an unanswered message by the customer Mark's original answer says this: Dropped chats are the numbe...
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Zach Hanes comentou,
When we redact text from a completed chat, we've noticed that it's still present in the transcript if you access it in the Zendesk Chat interface. Is that intended behavior? If we really want to re...
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Zach Hanes comentou,
I've been asked to put a feedback post together about having an SLA that runs on any end-user comment, but I've discovered that one has already been made here. I would encourage everyone on this th...
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Zach Hanes comentou,
I have a strong suspicion that the current proposed solution would not make it past our legal team. It's reasonable to expect that when you reply to an email, it's only going to the addresses inclu...
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Zach Hanes comentou,
To give more context on the use case where someone replies who is not a CC: I represent a company that signed up for an app using a shared address, e.g. hello@company.com. This address is an alias ...
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Zach Hanes comentou,
Hi @..., original poster here. I have joined a new company and run into this exact same issue. I've looked at the solution here, and I'm disappointed. The core of the problem is that tickets freque...