Heather Rommel

1. Community
2. User Tips & Tricks
3. Tips & Advice from our Experts on "Troubleshooting email and ticketing issues in Support"

As a full time Zendesk Administrator, I need to make sure my changes are working as expected. One of the best ways to test is to look at my changes from the end users' perspectives. This way I can ...

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• Heather Rommel
• Erstellt 19. November 2020 19:07
• 1 Stimme

1. Community
2. Support Q&A
3. End User Talk Profile Issue - Calling with withheld number

Hi Vanessa, We ran into the same thing! I don't have the magic answer on how to make Zendesk separate each call from a withheld number. But from an Agent cleanup perspective, what we've done is ren...

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• Heather Rommel
• Erstellt 6. November 2020 22:53
• 0 Stimmen

1. Community
2. Support Q&A
3. Help Required- Ongoing issues with internal communications shared with originator (end client)

Hi RH, I'd suggest you do a nice full training for your Agents :D Also you might want to consider NOT allowing Agent forwafding -- Basically Zendesk can either set the Requester on a forwarded emai...

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• Heather Rommel
• Erstellt 30. Oktober 2020 17:47
• 0 Stimmen

1. Community
2. Support Q&A
3. Restricting Ticket attachments

Hi Maruthi Kavi, It doesn't seem like Zendesk allows restriction of elements of a ticket. However, you can restrict Agents' access to certain tickets based on what group they are in. More on how to...

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• Heather Rommel
• Erstellt 30. Oktober 2020 13:24
• 0 Stimmen

1. Community
2. Support Q&A
3. Customer Updates Creating Duplicate Replies

Hi Austin Tarver, That's no good! Must be frustrating... Are you able to find anything in the email(s) that look funny? I'd check maybe the headers and text content. See if something is wonky (wonk...

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• Heather Rommel
• Erstellt 30. Oktober 2020 13:22
• 0 Stimmen

1. Community
2. Support Q&A
3. Send notification to dynamic email recipient address

Hi Sreeni, I hope you can hang in there with me - I have something similar in place that might be a good starting point for you....  We had a need to automatically CC a specific email for each Orga...

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• Heather Rommel
• Erstellt 30. Oktober 2020 13:14
• 0 Stimmen

1. Support
2. ...
3. Workflows
4. About tags

I'd have to agree with Andrew. I suggest a dropdown field for What country are you from" which will automatically add a tag that you can configure as you add the dropdown!

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• Heather Rommel
• Erstellt 29. Oktober 2020 18:19
• 0 Stimmen

1. Support
2. ...
3. Business rules
4. Use automations to send alerts when a ticket needs a reply

Hi shilpa shetty, Depending how you have your Zendesk set up, you can do this in a couple ways (and maybe a couple more that I missed so maybe someone else has an idea too!). The tricky part will b...

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• Heather Rommel
• Erstellt 29. Oktober 2020 18:15
• 0 Stimmen

1. Support
2. ...
3. Users, groups, and organizations
4. Adding tags to users and organizations

Hi Michael, I would do an export of your Organizations with their current tags and do a search and replace and reupload.  You're right it will overwrite what's there, so make sure your upload keeps...

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• Heather Rommel
• Erstellt 29. Oktober 2020 18:09
• 0 Stimmen

1. Community
2. Support Q&A
3. Thread ticket based on ticket number in the Subject

Hi Steven Aranaga, The only thing I can think of is to grab the Encoded ID of a Zendesk ticket which is hiding in the text of the emails Zendesk sends. It's hidden text... literally... and it can b...

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• Heather Rommel
• Erstellt 29. Oktober 2020 18:07
• 0 Stimmen