Ahmed Dahy

same here, we need to have this permission for custom role

Hi Barry Neary 

We are having the same issue, we need to have the ticket when transferred between groups to have the same logic of routing, could you please share how we can get this done?

Is there an estimated time of when this request would be addressed.

Hi All,

I was wondering if there is such a tool to set reminders for tickets within ZD to check and follow up on on-hold tickets.

What I am thinking is to have an extra Icon on the top right corner as highlighted in the screenshot, where an extra tool can be accessed where it will pup up a calendar with a date and time to set a commitment or reminder for a specific date and time, Agents can choose to get notified about the due date 30 minutes prior or an hour, for example, once a reminder notification and due date is reached this tool icon will show number 1 (like when you have a notification from WhatsApp),

Imagine the next scenario:

• I have a ticket where it should be escalated internally through Jira for example.
• I normally send 5 to 10 escalations a day through Jira with different priorities and SLAs.
• After creating high priority ticket, I set a reminder to follow up after 24 hours.
• 30 minutes prior to the due date the App Icon will show a notification referring to a reminder that is due in 30 minutes, to have a pop-up on ZD as well would be great.
• Once I open the Icon and the reminder for the Icon, I can either dismiss or reschedule the reminder based on the Jira ticket status.

I understand that this can be done through triggers by changing the status from On-Hold to Open, however having a such tool is much more efficient rather than keep changing the status and is more flexible as well, as I need no actions to be taken on the ticket I just need a reminder to follow up, with the flexibility of choosing the exact due date for each ticket based on my judgment rather than having a trigger to be applied to a group of tickets.

We are rebranding some of our services and systems, we have many articles that the find and replace will become very handy

Pedro Rodrigues (opservator.com)

Hi Pedro,

Figured it out thanks a lot, yet CMD Shift V does not really paste at all, but right click "Paste and match style" worked just fine.

Also, we have another issue that I have reached out to the support, we are using Mac computers, and set some shortcuts in the System Preference - Keyboard, these shortcuts are only working if the shortcut is replacing 1 line, if the shortcut is replacing multiple lines it will not be replaced.

Hi all,

We just enabled Agent Workspace, Agents usually copy and paste text from various sources, in the old view when we paste it automatically pastes plain text, now it pastes with the format of the text source, is there a way to paste plain text as changing the text format is a little inconvenient for Agents.