Heather Rommel

1. Community
2. Support Q&A
3. Stats Manipulation

Hi Kasey, I think you might find it interesting to look at even history on a ticket. Yes you'll have to review each ticket manually. If you have Agent Workspace, it's on the top right. If you have ...

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• Heather Rommel
• Erstellt 5. Mai 2021 16:38
• 0 Stimmen

1. Community
2. Guide Q&A
3. Display the article verification rule name in an unverified article and sorting by rule name

I Agree, Rachel Montgomery The Team Publishing functionality is phenomenal - but this is one tweak of a few I'd love to see coming to the product. For any Product Manager here, we'd love this:

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• Heather Rommel
• Erstellt 5. Mai 2021 15:49
• 0 Stimmen

1. Community
2. Support Q&A
3. Terminated Employees - How to deal with the user in Zendesk?

Hi Spencer, Ah, Ok - I see... I think I would stick with suspending access and I like your process of adding the "termed" tag. If you get someone onboarded that uses the same email as a previous pe...

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• Heather Rommel
• Erstellt 5. Mai 2021 15:33
• 0 Stimmen

1. Community
2. Support Q&A
3. Trigger or automation in a specific time period

Hi Bernd Hagemann, Views are just live reports of existing tickets, so I might be off on my explanation based on a misunderstanding but here goes: Have the view look for a (new custom dropdown) fi...

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• Heather Rommel
• Erstellt 4. Mai 2021 15:35
• 0 Stimmen

1. Community
2. Support Q&A
3. Working with 3rd party Contractors

Hi MarketSpark, Interesting use case! I've seen this before -- a couple things for you to consider: 1. How do you feel about your installers becoming Light Agents on your account? I ask this becaus...

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• Heather Rommel
• Erstellt 4. Mai 2021 15:30
• 0 Stimmen

1. Community
2. Support Q&A
3. Terminated Employees - How to deal with the user in Zendesk?

Hi Spencer Hutton, I guess my first question is, what problem are you trying to solve? Usually when resources leave, I just manually reassign all their non-closed tickets to a group or their manage...

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• Heather Rommel
• Erstellt 4. Mai 2021 15:20
• 0 Stimmen

1. Community
2. Integrations and Apps Q&A
3. Looking for an 'agent away' app

Hi Tray, The app I see most often on Zendesk accounts is the Out of Office app. Which you're right, doesn't allow the agent OOO to specify what to do with a given ticket you want to assign to them,...

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• Heather Rommel
• Erstellt 28. April 2021 18:43
• 0 Stimmen

1. Community
2. Support Q&A
3. Ticket Field Assignee

Hi Léo Branch, I'm not sure if you mean you're using Zendesk Brands along with Groups -but either way, Groups are the only way to, well, group several agents together. It looks like you did this as...

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• Heather Rommel
• Erstellt 22. April 2021 19:56
• 0 Stimmen

1. Talk
2. ...
3. Talk basics
4. Understanding Talk Embedded voice

Hi! Regarding this: The caller number will be shown in the console as "Caller unknown"  If the customer is required to sign in, why would they be showing as unknown? 

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• Heather Rommel
• Erstellt 22. April 2021 13:58
• 0 Stimmen

1. Community
2. Integrations and Apps Q&A
3. Zendesk app insights

Hi Titilade Alabi, How do you connect Zendesk with the rest of your tech stack? Generally we look for native integrations, for example SFDC offers a connector with Zendesk. If the native connectors...

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• Heather Rommel
• Erstellt 22. April 2021 13:43
• 0 Stimmen