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Ian Pylvainen

Beigetreten 16. Apr. 2021

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Letzte Aktivität 19. Okt. 2023

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KommentarUsers, groups, and organizations

Hi, is there any way to disable this requirement? We need customers to correctly map to organizations when they file tickets, even if they haven't yet verified their email address.

Kommentar anzeigen · Gepostet 19. Okt. 2023 · Ian Pylvainen

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KommentarGeneral questions about email and email template

Hi, we use a Google Group to forward emails to our support site and that group address has an alias. When I send emails to the alias, they get forwarded to Zendesk and Zendesk clearly recognizes that the email came from the alias address in the ticket events. Is there any way then to create a trigger etc that recognizes that an email was sent to the alias and not to the original email?

Kommentar anzeigen · Gepostet 26. Aug. 2022 · Ian Pylvainen

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KommentarTicket management

Hi, we'd like to create a view that shows both tickets hitting SLA soon as well as the ones that have already broken SLA. However, it seems that it's not possible to add conditions for checking "hours until" or "hours since" to the "can meet any of these conditions" section - is that correct or am I missing something here? If so, is there any technical reason for this or can this be added as a feature?

Kommentar anzeigen · Gepostet 25. Juni 2021 · Ian Pylvainen

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KommentarTicket basics

Hi, is there a way to search for tickets that have specific users as followers? I used to be able use "cc:username" for this, but it doesn't appear to work correctly for follower tickets.

Kommentar anzeigen · Gepostet 02. März 2021 · Ian Pylvainen

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Community-Kommentar Feedback - Ticketing system (Support)

I'd like to add another vote for this - we'd like this as a way of adding context to questions, e.g. "please enter your version number, click here for an article on how to find your version number for your product" or something similar. 

Kommentar anzeigen · Gepostet 13. Nov. 2019 · Ian Pylvainen

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