Heather Rommel
Freelance Zendesk Administrator specializing in custom triggers, automations, macros, Guide, KPI reports, app integration and best practices. www.zenmasteradmin.com. @zenmasteradmin
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Heather Rommel hat einen Kommentar hinterlassen
Hi Angela Franklin, I would suggest adding 2 additional custom fields - checkboxes. Peer Review and CAB Approval. Once both of those checkboxes are checked, I'd put a trigger in to flip the Change...
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Heather Rommel hat einen Kommentar hinterlassen
Hi Zoe! Yes, you can add custom fields to the description, you would need to construct it with things like this: {{ticket.ticket_field_153000029843}}
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Heather Rommel hat einen Kommentar hinterlassen
Hi Antonino Tocco, I also responded likewise over here https://support.zendesk.com/hc/en-us/articles/360022184574?page=1#comment_360003483434 It does look like others are having difficulty using ...
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Heather Rommel hat einen Kommentar hinterlassen
Hi Antonino Tocco, I also responded likewise over here https://support.zendesk.com/hc/en-us/articles/360022184394-Using-structured-messages-in-Zendesk-Chat It does look like others are having diffi...
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Heather Rommel hat einen Kommentar hinterlassen
Hi Antonino Tocco Can you kindly expand on what you mean please?
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Heather Rommel hat einen Kommentar hinterlassen
Hi Marrit , From what you're describing, it sounds like you have Tags being added automatically to your ticket. Is that correct? We had an issue with that too and turned the auto-tagging off....
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Heather Rommel hat einen Kommentar hinterlassen
Hi Ryan Frye I agree with Brett, you'll likely want to contact them. Also, what reasoning for the suspended ticket is Zendesk giving you? If it's because the Ring Central user has a zendesk email a...
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Heather Rommel hat einen Kommentar hinterlassen
Hi @ Oliver Jackson, The CSAT rating is associated with the current assignee which is, in effect, the last person it is assigned to....
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Heather Rommel hat einen Kommentar hinterlassen
Hi Sonia, do you see all your other agents in the list? Are only the Light Agents missing or perhaps just a new Agent that you just created? I'm just realizing I don't know what plan you're on and...
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Heather Rommel hat einen Kommentar hinterlassen
Robin Meijer, Using macros, you can set up either predefined macros as a whole or pepper it with dynamic content where you predefine parts of it if you'd like. Most people use dynamic content for l...