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Jarrad Test's Avatar

Jarrad Test

Beigetreten 20. Jan. 2022

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Letzte Aktivität 26. Sept. 2024

Evolution Marketing Technical Consultant (Zendesk Partner) Zendesk Support Certified Contingent Worker for Zendesk

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Community-KommentarZendesk EAP - Custom Objects in Guide and Explore

Ashwin Raju excited to see and test this out! Based on the video/GIF in the article, it seems these will be a dropdown field. Are there any plans to make this ‘searchable’ for End Users? 

Kommentar anzeigen · Gepostet 26. Sept. 2024 · Jarrad Test

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KommentarZendesk messaging

CJ Johnson messaging allows for 'Remember History' or 'Forget History' to be selected within the  web widget channel configuration page, for unauthenticated customers. 

If you select the messaging channel you have active you should see the below. I don't believe this feature is active for Instagram and Facebook.

 

Kommentar anzeigen · Bearbeitet 13. Apr. 2022 · Jarrad Test

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Community-Kommentar Feedback - Ticketing system (Support)

Josh Padnick just looking at the screenshots on this market place application, it seems to log the agents, status and time spent - https://www.zendesk.com/marketplace/apps/support/35111/time-tracking/

I'm not 100% sure on the functionality as I am yet to test but might be what your looking for?

Thanks, Jarrad.

Kommentar anzeigen · Gepostet 11. Apr. 2022 · Jarrad Test

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Community-Kommentar Feedback - Ticketing system (Support)

Josh Padnick What plan are you on and how many agents? I'm also curious to know what group and/or role settings you have setup for Tier 1 and Tier 2 etc? Do they have the ability to create their own macros and views? 

You could definitely achieve this through a macro with a tag, the tag would work like your custom ticket field. I would suggest you have a standard escalation macro and then another macro for each agent to tag with a unique identifier. 

However, if you are in a medium sided organisation with 10+ agents in each tier this could become a nightmare to maintain and I'd probably recommend against it. 

Edit: If you used a dropdown of the agents names that would possibly work for your macro (original thought process), again it's going to require maintaining. 

Thanks.

Kommentar anzeigen · Bearbeitet 11. Apr. 2022 · Jarrad Test

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KommentarTicket management

Hi Steven, 

Views don't show archived tickets. Zendesk automatically archives tickets 120 days after they are marked as closed.

Without digging into too much more detail, what you are trying to achieve with point c) should be possible but may require creating a custom query. 

 

Kommentar anzeigen · Bearbeitet 07. Apr. 2022 · Jarrad Test

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