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Beigetreten 17. Okt. 2022

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Letzte Aktivität 03. März 2024

Customer Experience Manager for NZ's 2nd oldest telco as well as NZ's newest!

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KommentarManaging your email

I have a business critical use case for white-listing an email address that Zendesk suspends. The response from Zendesk support was to read this article.

Sadly, all the responses to user questions seem to be negative and 'hard' rules. Has no one considered that users have specific use cases to except these hard rules? Are there no plans to develop some user-friendly options?

Leaving users to find workarounds to software touted as 'thee solution' seems a somewhat arrogant response.

Kommentar anzeigen · Bearbeitet 27. Jan. 2024 · Flic

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KommentarViews, ticket status, and ticket fields

Now if I'm not mistaken, Zendesk has solved this age-old issue! 🎉

Kommentar anzeigen · Gepostet 09. Okt. 2023 · Flic

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KommentarTicket management

My use case is that I run multiple brands of an ISP and my staff are both cross-brand and cross-functional. They do collections and they do provisioning. they do chat and they take calls. It's not a large siloed staff list that requires endless groups but what it does require are well organized views.

I feel Zendesk is dictating how I lay out my organizations workflows by putting my staff in Groups to see specific views. This cannot ever work in small teams that require more than 12 views. I've tried various marketplace vendors as well and while Helphouse.io has come closest to providing some functionality it still requires much more development.

Will Zendesk invest further in it's frontline user's requests to have more robust and easily accessible views and data at their fingertips?

Kommentar anzeigen · Gepostet 26. Juli 2023 · Flic

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KommentarUsers, groups, and organizations

It is interesting to me that despite 7+ years of customer feedback on this use case, that the door remains firmly closed by Zendesk on allowing the same address on more than one user record. The reasons offered are not particularly helpful. Every User record in my instance of Zendesk has a unique 13-digit Record Id and this is referred to in developer API documentation. You provide a multi-brand capable product with a single user limitation. This is a pretty serious limitation.

Kommentar anzeigen · Gepostet 05. Juli 2023 · Flic

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KommentarCustom data

This is a breath of fresh air for me! As an Internet Service Provider, we are now able to associate service objects in a one-to-many arrangement to provide staff with immediate access to customer services. I have already begun defining several test objects and look forward to ongoing development.

I would love to be able to re-order fields in the custom object design page to set their order at data entry time by users and also define what fields are visible, and their order in the object list view as well.

Great work team!

Kommentar anzeigen · Bearbeitet 25. Apr. 2023 · Flic

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Community-Kommentar Developer - Zendesk APIs

Thank you Ahmed Zaid! I facepalmed the moment I read that. It's always the simple things!

Thanks for taking the time to comment, I really appreciate it.

Kommentar anzeigen · Gepostet 20. Feb. 2023 · Flic

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Post Developer - Zendesk APIs

I have created an endpoint https://mybrand.zendesk.com/api/v2/tickets and use it to create different tickets from various Triggers. This ticket should be an "Internal" private ticket created when a user solves a provisioning ticket. The Json sent to the endpoint above is:

{
"ticket": {
    "requester": "{{ticket.requester.email}}",
    "subject": "Welcome Call Required",
    "public": false,
    "status": "new",
    "group_id": 5958512876047,
    "assignee_id": null,
    "comment": {
      "html_body": "

{{ticket.requester.first_names}}'s order has been completed and their service has been activated.

Please make a welcome call to:

  • Make sure they are online
  • Have completed their first payment
  • Have added Premium Support

Please make this a friendly, informative and efficient call so as to not overwhelm or annoy the customer.

"
    }
  }
}

For some reason, this is creating a public ticket which is also being sent to the requestor. Is anyone able to tell me what I have done/not done and how I might solve this quandry?

Gepostet 19. Feb. 2023 · Flic

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Community-Kommentar Feedback - Ticketing system (Support)

I've been using Zendesk in different organizations for 7 years. This single issue has been the cause of much development pain. So much so that we have designed entire workflows around this issue when much happier, direct paths should have existed.

I will not simply pay for a workaround such as that sold by Fredys Garcia when you have implemented half the feature already. Please offer the whole feature set of custom field manipulation through macros or none at all.

Kommentar anzeigen · Gepostet 29. Dez. 2022 · Flic

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