Adrian Bishop
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Side Conversation Signatures all at the bottom of the trail
We had complaints from colleagues outside of Zendesk where emails received from side conversations are very informal and unprofessional, we then realised that each time you reply to a side conversa...
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Minimum and maximum character limit (conditional) for custom fields
Hi, I would like to see a conditional minimum and maximum character limit for custom fields, e.g. we have a field which can be filled in by an end user, we call it 'Complaint Detail', I would like ...
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Reporting on side conversations
Hi, It would be really useful to report on side conversation usage, e.g. who is regularly being contacted on side conversation tickets/emails. Currently there is nothing available so any data would...
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Forms into existing tickets
We are regularly starting communication via email and then requiring a form is completed to gather specific information from the requester, at the moment this creates a new ticket, wouldn't it be a...
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Limited functionality for bulleted and number lists in Support
BeantwortetHi, Is there any scope to expand the bulleted and numbered lists in Support? Example below: - In a B to B environment, we often sent out large emails and use the bulleted and number list formatt...
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Online for certain groups only
BeantwortetI have staff members who have multiple roles and whilst I want them to monitor tickets for multiple groups, I only want them to answer telephone calls for particular groups. Currently, if an agents...
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Audit trail for call prior to ticket?
Hi, it would be great if you could see the audit path taken before the call is actually answered, for instance, we had a call which was waiting for 5 minutes before eventually forwarding to voicema...
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Explore Query - Solved ticket within 1 week
BeantwortetHi, I'm looking to create a metric for solved ticket performance, I want to be able to display the percentage of tickets which were solved within 1 week, in any given week, e.g. in a given week, if...