Heather Rommel
I love solutioning in Zendesk for different use cases. Working on Zendesk since 2015: Support, Guide, Chat, Talk, Explore (and Insights RIP).
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Atividade mais recente por Heather Rommel-
Heather Rommel comentou,
I looked into doing this, but we face issues when there's more than 1 Jira ticket. What do you do in those cases Jake Warren?
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Heather Rommel comentou,
Love this! Thank you! Wondering if this will lead to a Search & Replace functionality?
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Heather Rommel comentou,
Hi! You might want to check out Ticket Sharing agreements if both are using Zendesk: https://support.zendesk.com/hc/en-us/articles/4408893967514-Sharing-tickets-with-other-Support-accounts
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Heather Rommel comentou,
Love this User Tip! We tend to also lean towards Jacob Christensen's method - reopening On Hold every 7 days with a date field avail to agents to customize that as needed. But I like this article ...
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Heather Rommel comentou,
I've posted a feature request -- requesting that when we click Send on the side convo when running the macro, let it save the ticket too so our agents don't navigate away from the ticket before sav...
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Heather Rommel criou uma publicação,
Save ticket updates on macros for Side Conversations and reduce clicks and errors!
We've noticed quite a hole in the use of macros for Side Conversations we're hoping Zendesk will close. When we start a Side Convo via Macro, we have to 1. Select the macro and run it 2. Click Send...
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Heather Rommel comentou,
I agree bookmarking tickets should be built into the product. Right now the only way to do this natively is to add tags to them manually or something. We use Lovely Views app to bookmark and would...
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Heather Rommel criou uma publicação,
Activating Followers/CC functionality should NOT expose our emails
Hi PMs! I am shocked not to see this in feedback already. I did find a comment on at least one of the posts, though, so I hope this rings true to other folks also: We were investigating turning on ...
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Heather Rommel comentou,
I couldn't agree more!! Zendesk please read!! I've posted a comment on this string which I am hoping is being monitored as well https://support.zendesk.com/hc/en-us/community/posts/4410323216922/co...
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Heather Rommel comentou,
Maribeth Toleco, I'm wondering: Is the agent looking at the exact same view with the exact same tickets? Can you have the Agent refresh their screen? Maybe log in/log out? When they open the tick...