Jimmy Rufo

1. Agent guide
2. Ticket basics
3. About the Zendesk Agent Workspace

Hi Lisa Kelly, That may be so, but if the workspace clutters up daily operations for messaging, thats not a reason to upgrade.  We are also an organization that specialize in web and email support,...

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• Jimmy Rufo
• Erstellt 14. März 2023 18:16
• 3 Stimmen

1. Zendesk updates
2. Announcements
3. Announcing a unified look for the Requester field in tickets

Hello, we got the rollout of the new view of this feature yesterday, but today it reverted back.  Can someone confirm if that was intended? Ana Jones Cory Vegel

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• Jimmy Rufo
• Bearbeitet 22. Februar 2023 16:47
• 0 Stimmen

1. Apps and integrations
2. ...
3. Using Built by Zendesk apps
4. Installing and using the Out of Office app

Dane , is it in the roadmap to allow for admin override.  i.e.  As a manager of support, I want the agent who is OOO to handle an issue next week, when they are back from vacation. I do like how if...

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• Jimmy Rufo
• Erstellt 2. Dezember 2022 17:50
• 0 Stimmen

1. Apps and integrations
2. ...
3. Jira integration
4. Updating a ticket when the status of a Jira issue changes

Hi Pippa, this is a known limitation, and something I've already discussed with PM @... a few times.  Its worth likely submitting this use case for product feedback.

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• Jimmy Rufo
• Erstellt 15. September 2022 11:23
• 0 Stimmen

1. Community
2. Feedback - Platform: Apps & Integrations
3. Please support "Rollup Summary" as a supported field type in the Salesforce-ZD integration

Hi @..., We had historically used a third party integration for other fields that ZD does not support, such as formula fields.  Unfortunately, the ones in place have proven unstable or ineffective ...

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• Jimmy Rufo
• Erstellt 9. September 2022 15:14
• 1 Stimme

1. Community
2. Feedback - Ticketing System (Support)
3. Allow side conversation content to viewed via email notification

+1!

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• Jimmy Rufo
• Erstellt 7. September 2022 01:10
• 0 Stimmen

1. Objects and rules
2. ...
3. Workflows
4. Setting up triggers for side conversations

Any plans to be able to trigger a side conversation comment being sent to an agent via email?  I get notified via email that a ticket with a side convo has been commented on, but I have to pivot to...

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• Jimmy Rufo
• Erstellt 1. September 2022 19:20
• 0 Stimmen

1. Zendesk updates
2. Announcements
3. Announcing a new way to create content blocks

Katarzyna Karpinska - Is this feature available on Guide Legacy?  Also, can a content block be strictly an image (no text)?

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• Jimmy Rufo
• Erstellt 23. August 2022 12:22
• 0 Stimmen

1. Community
2. Feedback - Ticketing System (Support)
3. Customize Agent Workspace

My organization has been unwilling to even try the Agent Workspace due to the horror stories brought up in this thread, and the features we read about.  The composer box location and order of the c...

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• Jimmy Rufo
• Erstellt 23. August 2022 12:05
• 3 Stimmen