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ggalling

Beigetreten 16. Apr. 2021

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Letzte Aktivität 05. Juli 2022

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Community-Kommentar Feedback - Ticketing system (Support)

+1

Kommentar anzeigen · Gepostet 05. Juli 2022 · ggalling

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KommentarTicket basics

I am getting some complaints from my customers around the behavior regarding whether an organization admin is able to see all replies to a ticket regardless of whether they CC the ticket requester or not.

Although I understand that side conversations between our customers and our agents that do not include the ticket requester might be valuable in certain circumstances, we have customers who would like to see all ticket activity by their team no matter what.

Perhaps a third response type is called for. I can personally attest that, as the Administrator of Zendesk, I get questions all the time about the counter-intuitive way that customers are able to create internal notes. 

Customers are external. Why are they able to create something that is called "Internal"?

Kommentar anzeigen · Gepostet 23. Apr. 2021 · ggalling

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KommentarTicket customization

I just wanted to echo some requests here that it would be desirable to be able to edit free-form text custom fields with macros. This would be useful for us because we are using a custom field to keep track of JIRA ID's and we'd like to use the same macro for every ticket that corresponds to a currently high-frequency issue tracked by jira.

Kommentar anzeigen · Gepostet 21. Jan. 2021 · ggalling

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Community-Kommentar Feedback - Ticketing system (Support)

> +1 for this - specifically for fields populated by an integration.

This! We have many fields that are populated by integrations (which is necessary to pipe data into Zendesk Explore and other BI tools) that we don't want agents to be able to edit. Is there any advice that a Zendesk expert can provide for that usecase in the current product?

Kommentar anzeigen · Gepostet 12. Nov. 2020 · ggalling

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Community-Kommentar Feedback - Ticketing system (Support)

We would like to be able to customize columns on an agent by agent basis. Our tier 2 agents have different priorities when looking through agents than tier 1, and in addition, being able to remove columns would provide some agents with lower resolution monitors would yield some additional screen economy. Is there any update to this?

Kommentar anzeigen · Gepostet 06. Nov. 2020 · ggalling

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