Alina Wright

1. Community
2. Feedback - Ticketing System (Support)
3. Creating Subgroups to Manage Departments

Gerald J - Hey there, nested groups are not currently something that is prioritized for 2023. We are working on better supporting multiple department / business unit use cases however, so I'm hopin...

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• Alina Wright
• Erstellt 24. Januar 2023 18:58
• 0 Stimmen

1. Community
2. Feedback - Ticketing System (Support)
3. Product feedback: access to suspended tickets

Anastasia Kachanova - thanks so much for this feedback, it's definitely something we're considering revising. Can you share more about the type of role in your organization that you'd like to keep ...

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• Alina Wright
• Erstellt 17. Januar 2023 23:30
• 0 Stimmen

1. Zendesk updates
2. Announcements
3. Announcing enhanced custom role permissions for ticket deletion and redaction

Matthew Sammut :These should 100% be split into two settings, why are they joined?  any plans to split them?Alina: It's certainly something we can explore. The reason they are joined today is becau...

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• Alina Wright
• Bearbeitet 12. Januar 2023 23:15
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1. Community
2. Feedback - Admin Center
3. Allow scheduling for more roles

Jacob Bergman thanks for the feedback. Typically at your company, who would be setting schedules? What is their primary function? 

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• Alina Wright
• Erstellt 11. Januar 2023 00:28
• 0 Stimmen

Offizieller Kommentar

1. Community
2. Feedback - Ticketing System (Support)
3. Separate Permissions for Deleting and Redacting Tickets

Hi everyone, this functionality has been launched and announced here.Now admins can specify whether agents can only redact ticket content, only delete tickets and mark them as spam, or both.

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• Alina Wright
• Erstellt 10. Januar 2023 23:24
• 0 Stimmen

1. Zendesk updates
2. Announcements
3. Announcing enhanced custom role permissions for ticket deletion and redaction

Reshma Patel: How would we know when this has been deployed? Where would an admin go to configure the changes - would it be under roles? Answer: Head to ADMIN CENTER > PEOPLE > ROLES. Select a role...

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• Alina Wright
• Erstellt 10. Januar 2023 17:46
• 0 Stimmen

1. Zendesk updates
2. Announcements
3. Announcing enhanced custom role permissions for ticket deletion and redaction

CJ Johnson: Are there any plans to de-couple deleting tickets and marking them as Spam?   Answer: Not at this time, marking a ticket as 'spam' is a destructive action like delete. Can you share mor...

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• Alina Wright
• Erstellt 10. Januar 2023 17:17
• 0 Stimmen

Offizieller Kommentar

1. Community
2. Feedback - Ticketing System (Support)
3. Restriction on individual tickets or groups

Private Ticket Groups has been launched to GA as of July 2022.  Providing a list of relevant documentation.  About private ticket groups and how they work  Creating private ticket groups  Creati...

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• Alina Wright
• Erstellt 14. Dezember 2022 17:45
• 0 Stimmen

1. People
2. ...
3. Team members and groups
4. About private ticket groups and how they work

Bibi Ru AubeeluckQuestion: Is there a way to prevent a certain assignee/ assignee groups from assigning to a private group. Answer: Not at this time. I have logged it as feedback for future product...

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• Alina Wright
• Erstellt 29. November 2022 18:49
• 0 Stimmen

1. Community
2. Feedback - Ticketing System (Support)
3. Make some Organisation fields uneditable to Agents

Hey all - thanks again for all your feedback on this. The good news is that we're currently in the discovery phase of something that could handle this use case. I don't have dates or anything to sh...

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• Alina Wright
• Erstellt 28. Oktober 2022 17:38
• 1 Stimme