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Christine Schulze

Beigetreten 19. Apr. 2022

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Letzte Aktivität 07. Feb. 2025

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Post Feedback - Ticketing system (Support)

Hi,

 

This has probably been feedbacked before but I cannot find a way to search feedback. Maybe I am missing something.

 

Anyways many members of my team have stopped using Side Conversations all together because a comment on an old thread thread reopens tickets even when they are solved and the Side Conversation is marked as done. 

 

I have read in the comments to this feature that this is expected and there is not way around it. Is that still the case? I really want to prevent this. If a ticket is solved, we want it to stay solved no matter the update in Slack.

 

Thanks!

Gepostet 07. Feb. 2025 · Christine Schulze

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KommentarUsers, groups, and organizations

Just wondering: Why does Zendesk not detect language from the requester's subject line in e-mails? For us, the language is frequently set wrong because requester's decide to write only a subject line and nothing more.

Kommentar anzeigen · Gepostet 07. Okt. 2024 · Christine Schulze

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KommentarGlobal security and user access

Hi! Any update on when it will be possible to set a schedule for deleting users as well? Will it be now during Q3 or first in Q4?

Kommentar anzeigen · Gepostet 04. Sept. 2024 · Christine Schulze

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KommentarMeasuring success

Hi!
We are on a professional plan and I am setting up different SLAs depending on whether open tickets get assigned to our 1st or 2nd line support. That is of course possible by basing the SLA rules on groups or assignees and that works fine, however while our 1st line support works 7 days a week, our 2nd line support only works Mon-Fri. 
Since we cannot set multiple business schedules in our current plan, am I right to assume that it is simply impossible to have the SLAs for 2nd line exclude the weekend?
I want SLAs to apply to weekends for 1st line but not for 2nd line. It seems this is impossible?
Thanks!

Kommentar anzeigen · Gepostet 04. Sept. 2024 · Christine Schulze

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KommentarGeneral questions about email and email template

Hej Bianca,

Thank you for your answer but that doesn't work for me unfortunately. We are sending auto replies to customers before any agent ever sees the tickets. These replies are sent by a trigger. Can I change the default address per group for triggered auto replies is my question :-)

/Christine

Kommentar anzeigen · Gepostet 20. Apr. 2022 · Christine Schulze

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KommentarGeneral questions about email and email template

Hey! I have added the Address app and set default mail addresses for every group. It works great and when I reply to my test tickets the reply comes from my new group default, however the first auto reply is still sent to the customer from our main default address. Does that have something to with the trigger? How can I change that as well? 
Thanks!

Kommentar anzeigen · Gepostet 19. Apr. 2022 · Christine Schulze

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