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Jay Nelson

Beigetreten 13. Mai 2021

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Letzte Aktivität 03. Aug. 2022

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KommentarTicket management

Any reply to April's comment on March 17th? 

The Triggers and Macros allow for functions to add Followers easily, but now if a user has followed to many items or wants to unfollow tickets, they have the pain to open each and every ticket to perform this action.  This is extremely time consuming.

When will at least Followers functions be added to the bulk edit functionality?

Kommentar anzeigen · Bearbeitet 29. Juli 2022 · Jay Nelson

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Community-Kommentar Developer - Zendesk APIs

But for a user to generate an OAuth token that matches their user and scope, we would need to enable password API auth.  This would allow all users to generate a token during this time period.

Would your recommendation be as an Admin to leverage an API token and generate a user a personal OAuth token and scope then provide it to them?

The concern still comes back to ensuring that ticket visibility does not reach past that specific users Groups.  Where as I have seen if I am generating this, will it carry my visibility or theirs.

Kommentar anzeigen · Gepostet 09. März 2022 · Jay Nelson

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Post Developer - Zendesk APIs

Currently today Zendesk API Tokens do not offer enough security to allow non-admin teams to have access to tokens.  As Zendesk does not validate a specific user to a token, or what a token has permission to do, all tokens are Admin level.

This is caused by a user only needing to know an admin email address and the token.  If they replace their email with the admin email, they are now an Admin instead of the role that was designated to their user.

Gepostet 08. März 2022 · Jay Nelson

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Post Feedback - Ticketing system (Support)

Currently triggers can source Requester Custom Fields as part of their conditions.  It would be great to source Current User Custom Fields as part of the available rules. 

Example: A user to fully disable their email based notifications if they selected Email Type to None.

Gepostet 08. März 2022 · Jay Nelson

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Post Feedback - Ticketing system (Support)

We often find the need for different trigger handling based on users groups.  This means that the 'Current user is (agent)' is to broad of a condition.

Example - Having an action on if the current user is part of support vs if the current user is part of the sales team.

It would be nice if there was an available condition for if the current user belongs to a group.

 

Gepostet 08. März 2022 · Jay Nelson

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KommentarSetting up Zendesk Guide

@Simon you need to add the /hc/en-us/ to ensure you are navigating to the help center.

Kommentar anzeigen · Gepostet 22. Dez. 2021 · Jay Nelson

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Community-Kommentar Feedback - Ticketing system (Support)

It would also be useful if Zendesk offered a Chrome extension that would allow for ticket links opened outside of the existing Zendesk UI to join into the same Zendesk browser tab.

The idea that Zendesk has a single tab for tickets is quite misleading when tickets are more frequently opened from outside of the UI.

Kommentar anzeigen · Gepostet 01. Sept. 2021 · Jay Nelson

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KommentarSetting up Zendesk Guide

Will there ever be support for pathing on the host mapping?  This would allow for usage of multiple tools during transitions and make the platform more versatile.
 
https://subdomain.domain.com/>

Kommentar anzeigen · Gepostet 08. Apr. 2021 · Jay Nelson

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