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Graham Ferguson

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Neueste Aktivität von Graham Ferguson
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    Graham Ferguson hat einen Kommentar hinterlassen

    1. Guide
    2. ...
    3. Setting up Zendesk Guide
    4. Guide reporting tools for measuring self-service

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

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    Graham Ferguson hat einen Post erstellt

    Show Custom Organization Fields

    1. Community
    2. Zendesk Suite Q&A

    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 disp...

    • Graham Ferguson
    • Erstellt
    • 2 Follower
    • 1 Kommentar
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    Graham Ferguson hat einen Post erstellt

    Bulk Update Organization User Permissions

    1. Community
    2. Zendesk Suite Q&A

    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 comme...

    • Graham Ferguson
    • Erstellt
    • 2 Follower
    • 1 Kommentar
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    Graham Ferguson hat einen Post erstellt

    JIRA Details in Custom Ticket Fields

    Beantwortet
    1. Community
    2. Zendesk Suite Q&A

    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 ...

    • Graham Ferguson
    • Erstellt
    • 3 Follower
    • 2 Kommentare
    • 1 Stimme
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    Graham Ferguson hat einen Post erstellt

    Make Knowledge Article Mandatory

    1. Community
    2. Zendesk Suite Q&A

    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...

    • Graham Ferguson
    • Bearbeitet
    • 4 Follower
    • 1 Kommentar
    • 0 Stimmen
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    Graham Ferguson hat einen Post erstellt

    Salesforce Ticket View and Mentions

    1. Community
    2. Zendesk Suite Q&A

    Hi, Struggling to get an answer from Zendesk support so I am wondering if anyone knows when using the Zendesk ticket view in Salesforce when a light user is adding an internal comment (cannot add p...

    • Graham Ferguson
    • Erstellt
    • 1 Follower
    • 0 Kommentare
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    Graham Ferguson hat einen Post erstellt

    Create Scorecard

    1. Community
    2. Zendesk Suite Q&A

    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, a...

    • Graham Ferguson
    • Erstellt
    • 3 Follower
    • 1 Kommentar
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    Graham Ferguson hat einen Kommentar hinterlassen

    1. Guide
    2. ...
    3. Customer portal
    4. Requesters are unable to mark tickets as solved in the help center

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

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    Graham Ferguson hat einen Post erstellt

    View Automated Messages in Tickets

    1. Community
    2. Zendesk Suite Q&A

    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...

    • Graham Ferguson
    • Erstellt
    • 2 Follower
    • 1 Kommentar
    • 1 Stimme
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    Graham Ferguson hat einen Kommentar hinterlassen

    1. Apps and integrations
    2. ...
    3. Salesforce integration
    4. Using Ticket View in Salesforce

    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?