Matt McLean
Certified Zendesk Support Administrator since May 2018
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Matt McLean hat einen Kommentar hinterlassen
Zendesk has a (Free, unsupported) "Labs" tool called Project Management that may be helpful: https://www.zendesk.com/apps/support/project-management/?source=app_directory It's probably not everythi...
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Matt McLean hat einen Kommentar hinterlassen
Adding a +1 to this suggestion. My current workaround is to make something like Priority, Type, or even a dummy field like "start filling out the form" the "Parent field" and make all other fields ...
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Brett, Thanks for the reply. It is unfortunate to hear that you cannot currently redact info from ticket fields, even manually. (Obviously a ticket field can be overwritten, but the previous values...
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Brett, Since you mention Pausable Updates, has there been any progress on changing the logic that means a ticket will never start the Pausable Update timer if an Agent switches a ticket to Pending ...
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Matt McLean hat einen Kommentar hinterlassen
Any suggestions for redacting from ticket fields, and not just ticket comments?The ability to auto-redact particular field(s) at ticket solve and/or close would be very useful for certain ticket ty...
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If you use the "direct link to chat" as described in this article, will these changes affect you?
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Matt McLean hat einen Kommentar hinterlassen
This seems like it could potentially be useful in conjunction with sandbox.
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Matt McLean hat einen Post erstellt
Automatic Hyperlinks Should be https by Default
Just a modest proposal - if Zendesk is going to auto-hyperlink when you detect a web address, why not automatically add https:// to the front instead of http://?
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Matt McLean hat einen Kommentar hinterlassen
@McCabe I assume you mean doing something like this: https://developer.zendesk.com/apps/docs/support-api/ticket_sidebar#ticket-save-hook-events"Notifying the user if the ticket is not savedWhen a t...
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Adding a "me too!" for matthewl's and Reshma's comments above… Specifically, we would really love the ability to mark certain fields as required for Agents to submit ticket UPDATES, not just SOLVE ...