Andrew Paterson
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Neueste Aktivität von Andrew Paterson-
Skills Routing Rules
It is currently impossible to assign Skills to newly created tickets if the routing rules are based on custom fields and the ticket is created via email, because triggers (even those with the Ticke...
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Conversation focus in Agent Workspace when Opening ticket
AbgeschlossenWhen you open a ticket in the Agent Workspace I think the focus of the conversation should be at the TOP of the latest message, not the bottom. (Currently it is at the bottom and if the last messag...
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Selecting a Form
As the number of teams using our Zendesk instance grows the number of Forms we have also inevitably increases. Selecting the correct form when agents create a new ticket is really painful, there ...
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More Views shown on the UI
Please could you allow an agent to have more than 12 views on the left hand side of the UI. Some agents need more and it's very inconvenient to have to keep going into the Manage Views list.
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Editing Closed tickets
Closed tickets should be editable by an Admin and the time period until they auto-close should be able to be defined (or disabled). Tickets close too early for some business processes and when a ...
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SLA Information on Solved/Closed tickets
It would be really useful to be able to see the status of the last active SLA on a Solved ticket, via a View. All SLA info disappears once a ticket is solved so we can't quickly get a feeling of ho...
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Restrict visibility of certain Forms and Attachments
We need a way to hide information so that it is only available to certain Groups. We use the Ticket Field Manager App at the moment but that doesn't go far enough, we need to be able to restrict th...
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How to improve Form selection when creating a new ticket
As the number of teams using our Zendesk instance grows the number of Forms we have also inevitably increases. Selecting the correct form when agents create a new ticket is really painful, there is...