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Gabrielle Rosso

Beigetreten 16. Okt. 2021

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Letzte Aktivität 19. Feb. 2025

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KommentarService Level Agreements (SLA), macros, and CSAT

Hello, 

As some agents created personal macros but are no longer employed, how could I delete these macros?  I am an admin in the system.

Kommentar anzeigen · Gepostet 03. Jan. 2024 · Gabrielle Rosso

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Community-Kommentar Feedback - Ticketing system (Support)

+1

Kommentar anzeigen · Gepostet 12. Juni 2023 · Gabrielle Rosso

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Post Feedback - Ticketing system (Support)

We have the opportunity to select a default value in the custom ticket fields.  However, it is not possible to do the same thing in the custom user fields.

For our organisation, GUIDE users must have different kind of accesses so that some of them can open tickets via the portal, but some other don't.  They however need to have access to GUIDE documentation so they need to have an account.

The way the system works now is that every time a new user send an email to our support address or comment an existing ticket, they are automatically added to the organisation users.  By selecting a default value, we could prevent them to have the access to open tickets directly.

Is that something planned in the future?

Many thanks, 

Gepostet 09. Jan. 2023 · Gabrielle Rosso

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KommentarBusiness rules

Hello, 

Is there a possibility to see all the existing tags, not only the 100 most-used?

Kommentar anzeigen · Gepostet 21. Nov. 2022 · Gabrielle Rosso

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Community-Kommentar Feedback - Ticketing system (Support)

Same here, it slows down the agents when they are working on their lists.  The notification could be moved slightly to the left, there is plenty of room to display them and they will not cover anything.

Kommentar anzeigen · Gepostet 25. Mai 2022 · Gabrielle Rosso

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Post Feedback - Ticketing system (Support)

A lot of our end-users would like to have the opportunity to download their ticket list in Excel to do their tickets follow-up.

I heard that it was possible in old Zendesk version.  Is there something planned in a near future?

Many thanks.

Gepostet 01. Sept. 2021 · Gabrielle Rosso

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KommentarHow to get help with phone call problems in Talk

Hi there, 

I did the workaround suggested.  It seems to works in Chrome, but the issue is still there in Edge, even with the workaround...  Any idea why?

Kommentar anzeigen · Gepostet 24. Aug. 2021 · Gabrielle Rosso

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KommentarTicket customization

Hello, 

Is there a way to create a custom field available for agents which would be editable by admins only?  Basically, we don't want agents to be able to modify it but have the information in read only.

Kommentar anzeigen · Gepostet 04. Aug. 2021 · Gabrielle Rosso

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