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Graham Ferguson

Beigetreten 31. Mai 2022

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Letzte Aktivität 02. Nov. 2023

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Community-Kommentar Feedback - Ticketing system (Support)

This is a huge issue. For example we often have to get .HAR files but this contains sensitive data that we would like to automatically remove for SOC2 compliance etc

Kommentar anzeigen · Gepostet 02. Nov. 2023 · Graham Ferguson

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KommentarReporting and analytics for help center

I agree with Jessica Peck - is there a way to build this metric in Explore?

Kommentar anzeigen · Gepostet 03. März 2023 · Graham Ferguson

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Post Q&A - Users, groups, and organizations

I have a requirement to be able to show common items such as an organization's Account Manager, Customer Success Manager etc and other custom data held in the organization.

Is there any way to display this on a page or in a user profile to make the experience more personalized?

Gepostet 07. Feb. 2023 · Graham Ferguson

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Post Q&A - Users, groups, and organizations

We have thousands of organizations in Zendesk and more added automatically via Salesforce. Currently, I have to manually update the permissions on an org to allow users to see all tickets/add comments as this is not the default.

I cannot see any way to trigger an update to these fields and manually updating via bulk import doesn't seem scalable.

Ideas?

Gepostet 07. Feb. 2023 · Graham Ferguson

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Post Q&A - Apps and integrations

We use JIRA extensively and I would love to be able to take key fields such as ID etc and place them in custom ticket fields so they can be added to views, reports etc. Does anyone know if this is possible or would this need to be done in the integration mapping itself?

Gepostet 13. Jan. 2023 · Graham Ferguson

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Post Q&A - Help center and community

Hi,

I would like a way to make it mandatory for agents to have to request a KB article if none exists before being able to mark a case as solved i.e. no article exists or was not used in the ticket.

While we are trying to encourage agents to do this via training we see this as vital to make knowledge at the heart of what we do so this would help enforce this process.

Any thoughts?

Bearbeitet 11. Dez. 2022 · Graham Ferguson

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Post Q&A - Reporting and analytics

I am looking for any examples of how someone may have gone about building out a dashboard in Explore which is essentially a KPI scorecard using the standard traffic light scoring system i.e. red, amber and green for performance against standard metrics i.e. occupancy, average resolution time etc.

Gepostet 03. Dez. 2022 · Graham Ferguson

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KommentarCustomer portal

There is no code attached to this article....

Kommentar anzeigen · Gepostet 30. Nov. 2022 · Graham Ferguson

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Post Q&A - Tickets and email
I have a number of automations sending notifications to customers. While I can add the tag is there any option to have the message included in the messages view (private/public) of a ticket to give a better view of all customer comms to the agents.

Gepostet 24. Nov. 2022 · Graham Ferguson

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KommentarSalesforce integration

Is there any way not to require the assignee to be selected. We are using omnichannel routing and want to have Zendesk assign and not an individual?

Kommentar anzeigen · Gepostet 11. Nov. 2022 · Graham Ferguson

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