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Yoram Dagan

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    Yoram Dagan hat einen Kommentar hinterlassen

    HI Allen,   I have a few forms, which are used by the type of service we give to our clients. In some cases, the form might be changed as the customer might have done a mistake and opened the ticke...

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    Yoram Dagan hat einen Post erstellt

    Automation condition bug

    automation condition "form", looks at the form which was selected when the ticket was opened and not on the current ticket form

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    Yoram Dagan hat einen Kommentar hinterlassen

    HI Daniel.   Thanks for the answer. I looked at the app and although it looks like a simple workaround, it is a lot over overhead. We have a lot of internal tickets we open on behalf of the custome...

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    Yoram Dagan hat einen Kommentar hinterlassen

    HI Daniel,   Thanks for the comment. You are right, the side conversation could solve it and also light agents. I don't mind paying for solutions, it is the payment models which makes it too expens...

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    Yoram Dagan hat einen Post erstellt

    Sending internal notes to non agents

    Beantwortet

    Hi,   I am trying to create a process in which I am using targets to send internal ticket comments to people who are not agents. This is required for us to let account managers which do not need to...

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    Yoram Dagan hat einen Kommentar hinterlassen

    @Jeremmy I managed to overcome this issue by using forwarding rules. I have an operational agent which I use for general actions such as that. I schedule the report/dashboard to be set to him and a...

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    Yoram Dagan hat einen Kommentar hinterlassen

    Hi Stephen, So... the latest on this matter is that Zendesk does not support this level of security and they are not planning to change anything in the near future. "It was discussed internally and...

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    Yoram Dagan hat einen Kommentar hinterlassen

    Hi,   Any update on that? I would also like to have this option.    Thanks Yoram 

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    Yoram Dagan hat einen Kommentar hinterlassen

    BTW..   This is the response I got from Zendesk via the chat:   "I am afraid that once you allow access to agents, the can access all the reports....."  "I've been taking a look into your request a...

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    Yoram Dagan hat einen Kommentar hinterlassen

    Hi Stephen,   I have the role set up that the agent cannot see anything outside of his group. As long as the agent's drill in doesn't lead the agent into Zendesk support interface he is able to see...