Arianne Batiles

1. Account
2. ...
3. Global security and user access
4. Understanding options for end-user access and sign-in

Hi Neil Senior As long as the email authenticated via SSO is the same email they used previously to submit a request, the system will record tickets under the same user. 

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• Arianne Batiles
• Erstellt 28. November 2023 08:24
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1. Account
2. ...
3. Global security and user access
4. Understanding options for end-user access and sign-in

Hi Luke Aleo I'm afraid we can't use the access field to search for end-users based on the kind of access they have. As a workaround, you may add or assign a user tag to end-users who have access t...

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• Arianne Batiles
• Erstellt 28. November 2023 08:11
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1. Apps and integrations
2. ...
3. More integrations
4. About the Zendesk for Microsoft Teams integration

Hi Timothy Bogart,  May I confirm if you would like to see meeting invites in Zendesk? If so, the app does not include this functionality and there's currently no native way you can set up Microsof...

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• Arianne Batiles
• Erstellt 28. November 2023 05:48
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1. Community
2. Zendesk Suite Q&A
3. Omnichannel routing of cases with condition

Hi karankuwarbidxb,  May I know what SLA metric are you measuring that requires you to keep the ticket open? Open tickets are considered "to work on" tickets, which the omnichannel routing also fol...

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• Arianne Batiles
• Erstellt 27. November 2023 01:43
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1. Agent guide
2. Ticket basics
3. Working with ticket tags

Hi Paul Hughes, The assignment of tags via automatic ticket tagging is not dependent on the 100 most used tags list. The tags would be set by the system depending on the description of the ticket s...

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• Arianne Batiles
• Erstellt 24. November 2023 04:54
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1. Agent guide
2. Ticket basics
3. Working with ticket tags

Hi Paul Hughes, The way automatic ticket tagging works is that when a ticket is created in Zendesk, the text in the ticket description is scanned. Our system looks for words longer than two charact...

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• Arianne Batiles
• Erstellt 23. November 2023 02:49
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1. Community
2. Zendesk Suite Q&A
3. Not taking into account user's posts if no agent has taken an action yet

Hi Arold Rosan Hernandez, I created a ticket on your behalf, and I’ll continue to assist you from there. Kindly check your email for updates. Thank you!

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• Arianne Batiles
• Erstellt 22. November 2023 05:23
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1. Apps and integrations
2. ...
3. Using Built by Zendesk apps
4. Installing and using the Ticket Field Manager app

Hi Sonny Mei We cannot remove this option from the ticket sharing drop-down field. 

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• Arianne Batiles
• Erstellt 22. November 2023 04:20
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1. Agent guide
2. Ticket basics
3. Using Zendesk Support advanced search

Hi Michael Bierman Although we do not have a "not equal to" operator, you may use less than if you want to show all tickets except for closed ones.  status<closed

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• Arianne Batiles
• Erstellt 22. November 2023 01:41
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1. Agent guide
2. Customer management and profiles
3. Merging a user's duplicate account

Hi David Tull I'd like to take a closer look at this scenario; hence, I have sent you an email where we can continue working together. Kindly check your inbox for updates. Thanks!

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• Arianne Batiles
• Erstellt 17. November 2023 08:44
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