Rina
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Total activity262
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Last activity
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Member since
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Following0 users
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Followed by1 user
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Votes108
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Posts
Recent activity by Rina-
How to can I identify from what IVR route a Talk call originates?
PlannedI spoke with Jan De Guzman who directed me to post here, who said:'There's currently no native way to identify the call IVR path or origin in the created ticket from the calls. I'm afraid this ...
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When suspended ticket is recovered, view jumps back to first page
Feature Request Summary: View remains on current page of suspended tickets view, when a ticket is recovered Description/Use Cases: If you unsuspend an email from anywhere in the list from your ...
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Zendesk Talk - Agent Auto Log-Off
AnsweredFeature Request Summary: There should be an auto-actioned option to set agents Talk status to 'Away' if they're not viewing the Zendesk support interface browser window (like time tracking works)...
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Enable voicemail during operating hours, and disable for out of hours
AnsweredI spoke with the help team who directed me to post here.What we would like, is a setting whereby we accept voicemails during our office operational hours (8:30-17:00), but disallow voicemails from ...
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Bulk Import of Holidays to Schedules
Feature Request Summary: Zendesk Support should allow copy/paste of Holiday dates from one schedule to another, rather than adding each manually. Description/Use Cases: When we set different sc...
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Split audio for inbound call ringer and call audio
AnsweredI would like to know if a feature has been considered to allow the ringer in browser to be linked to the main PC audio speaker, then when the call is answered can it move into a headset that is con...
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Focus mode for active Messaging and Talk users
PlannedFeature Request Summary: A focus mode to apply to Messaging and Talk, for the purpose of allowing agents who work with both (Messaging live conversations via AB routing) to be routed either optio...
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'user has gone offline' update in chat doesn't appear in Zendesk Support Ticket
I was advised by an agent to report the following feedback, and feature update request. We don't get a 'user has gone offline' update on the Zendesk ticket (example ticket 34716), whereas if we're...
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Change Chat Notification Opening Hours Start/End Sound
I was advised by Josh to put my question here. It would be excellent to have the freedom in the Chat settings on browser that we do on Android devices. Currently, we're only able to amend the incom...
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Articles don't show after using filters in Knowledge app (within a ticket)
When using the Knowledge app within a ticket, it would be great for agents to be able to make use of the filter system to select a specific collection of tickets to view in the list. For instance, ...