Rafael Santos

1. Zendesk updates
2. Announcements
3. Announcing a new ticket merge warning message

Great update! +1 on Jacob's suggestion: Blocking merges from different requesters/brands/orgs altogether, as a setting.

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• Rafael Santos
• Erstellt 14. März 2023 16:55
• 1 Stimme

1. Zendesk updates
2. Announcements
3. Announcing improved Agent Workspace ticket tabs

Major UI changes, and this may count as one, should have a time interval between announcement and "Rollout start". +1 on having this as customizable, as there are Pros and Cons for each. I'd be rat...

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• Rafael Santos
• Erstellt 2. März 2023 18:44
• 10 Stimmen

1. Community
2. Feedback - Ticketing System (Support)
3. Change colors/banner of SandBox account.

Hey everyone, this seems to be live now.I'm seeing the new Sandbox Banner in our sandbox instances:

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• Rafael Santos
• Erstellt 28. Februar 2023 13:43
• 1 Stimme

1. Email
2. Getting started with email
3. Getting started with email - Part 1: How the email channel works

Howie Paul Yes, that can be done. 2 example triggers below: Trigger 1 Conditions Ticket Is Created Channel Is Email Received at Is incidents@domain.zd.com Actions Type - Incident Trigger 2 Con...

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• Rafael Santos
• Erstellt 28. Februar 2023 12:05
• 0 Stimmen

1. Zendesk updates
2. Announcements
3. Announcing Side conversation redaction

Toby Sterrett, this seems to be side_conversations_redaction. Will the feature side_conversations_slack_edit suggest that we'll get an update in the Ticket's side conversation if a message in the S...

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• Rafael Santos
• Erstellt 27. Februar 2023 18:40
• 0 Stimmen

1. Community
2. Zendesk Support EAP - Layout Builder
3. What is layout builder?

Would an App be available both in its App and the All apps component? Also, are these customizable per Contextual Workspace, or Agent Role?Could the same component space be populated by 2 different...

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• Rafael Santos
• Bearbeitet 27. Februar 2023 18:23
• 0 Stimmen

1. Zendesk updates
2. Announcements
3. [UPDATED Feb 13, 2023] Announcing additional placeholders that will be suppressed in the automated “received request” notification

Could this be added as a setting which we can either opt-out or opt-into?Ideally with the option to define our preference before the roll-out.

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• Rafael Santos
• Erstellt 10. Februar 2023 15:24
• 9 Stimmen

1. Zendesk updates
2. Announcements
3. Announcing a 365-day limit for View Original Email

Could this be updated to count from the time a ticket is archived instead of the date the email is received? So that one can fully audit a tickets' emails until a specific period after archived. Co...

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• Rafael Santos
• Erstellt 8. Februar 2023 16:41
• 2 Stimmen

1. Zendesk updates
2. Announcements
3. Announcing a unified look for the Requester field in tickets

Great update to unify the agent experience! If anyone looking, this field can be hidden or made read-only with Zendesk's own app Ticket Field Manager. FYI, one can install multiple instances of it ...

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• Rafael Santos
• Bearbeitet 3. Februar 2023 17:52
• 0 Stimmen

1. Zendesk updates
2. Announcements
3. Announcing the ability to dynamically adapt dashboard data based on viewer

Great news! Excited to have contextual dashboards available Kalle Windefalk, unlikely. It's crossed-out for the Classical Dashboard builder on the comparison article. Viewing and Sharing > Dashboar...

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• Rafael Santos
• Erstellt 31. Januar 2023 18:16
• 0 Stimmen