Oliver Tietze

1. Support
2. ...
3. Tickets
4. Creating conditional ticket fields

I found out that changing a field's dropdown option (value, i. e. tag) is not possible as long as any form uses the field. How are the conditions stored internally, with the option's tag or with th...

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• Oliver Tietze
• Bearbeitet 12. Februar 2021 21:23
• 0 Stimmen

1. Support
2. ...
3. Email
4. How can I send email notifications to secondary emails in Support?

Bonnie Pohlschneider pls don't mind that I've added a cross link to an existing feature request. It also had 20 upvotes already. With not much effect, unfortunately. You can find it here: https://d...

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• Oliver Tietze
• Erstellt 11. Februar 2021 14:35
• 0 Stimmen

1. Community
2. Feedback on Support
3. Send Email Notifications to Secondary Emails in Support

There is a redundant (older) post here: https://develop.zendesk.com/hc/en-us/community/posts/360034441633-Send-email-notifications-to-secondary-emails-in-Support

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• Oliver Tietze
• Erstellt 11. Februar 2021 14:33
• 1 Stimme

1. Community
2. User Tips & Tricks
3. Support tip: Highlight added and removed tags in Ticket Events view

Tal Admon thank you very much for that snippet. And Zendesk, what do you think of setting up a "diff" view for the tags in the event view? There is NO NEED of "putting all tags, strikethrough, putt...

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• Oliver Tietze
• Erstellt 28. Januar 2021 09:22
• 0 Stimmen

1. Community
2. User Tips & Tricks
3. Configuring an agent forwarding number

It seems that a number for the forwarding can only be used once (i. e. for one agent). We tried to forward calls for 3 Agents to the same number (configured as a ring group) but - not possible.Is t...

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• Oliver Tietze
• Bearbeitet 26. Januar 2021 10:39
• 0 Stimmen

1. Community
2. Feedback on Chat
3. Feature Request: Give Admins Ability to Change Agent Status

Hello Zendesk, another feature that you consider for ages. Please make it happen! We also need it! Tony Ho thanks a million times for pointing to this (well unknown) 'assume' feature. Please add th...

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• Oliver Tietze
• Bearbeitet 18. November 2020 13:38
• 1 Stimme

1. Community
2. Feedback on Support
3. Enable dynamic content in the email template

Oscar, this has always been possible, but just for the e-mail content. We're talking about the e-mail template, which does the fancy header, footer, CSS part to make mails shine. But it does not al...

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• Oliver Tietze
• Erstellt 30. Oktober 2020 13:20
• 0 Stimmen

1. Community
2. Support Q&A
3. Identifying tickets without SLA policy

Thanks for all the answers!Our setup is like this:  1 Zendesk Support instance, 50 agents, "public" userbase (>800K users)>5000 tickets a day5 SLA policies (defined by priority and special topics/t...

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• Oliver Tietze
• Erstellt 7. August 2020 15:07
• 2 Stimmen

1. Community
2. Support Q&A
3. Identifying tickets without SLA

Devan - Community Manager How can a view show tickets that have *no* SLA policy applied? I think this was the question of the original poster, and we have the same question. We don't need this on a...

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• Oliver Tietze
• Erstellt 7. August 2020 07:13
• 0 Stimmen