Jeremy Flanagan commented,
Hi Joey! Here's my intention: Call comes in > Zendesk pops the ticket > the integration allows for an editable comment with the template(macro) filled in. This saves the step of the agent ma...
Jeremy Flanagan commented,
Jeremy Flanagan commented,
+1 here. Our major about field would greatly benefit from this, but because field is tracked across so many interfaces in and out of zendesk, creating a new field just to get multi-select is unlike...
Jeremy Flanagan created a post,
Use Case: When agents take calls, we to apply a macro with pre-field note fields. Our current integration for call tickets is through API. In my tests, I can only seem to apply a macro as a posted...
Jeremy Flanagan commented,
We use a combination of tagging from our internal base through API and triggers to route to the appropriate groups. The trigger order goes from most specific to most general to ensure that sensitiv...
Jeremy Flanagan commented,
@Heather R +1 We see this all the time with out custom field for categorizing the reason for the inquiry. It's frustrating to create reports that use tag instead of custom field to make sure the hi...
Jeremy Flanagan commented,
@Max Thanks! I also filed a proper support ticket #2329216 (just to avoid cross boarding), but this is a major inconvenience, as our private comment API tickets are a substantial portion of our act...
Jeremy Flanagan commented,
So, we have a number of web service tickets that start as an internal comment as a result of the integration that creates the ticket that'd we'd like our agents to not have to manually change to pu...
Jeremy Flanagan commented,
Has this flow changed at all? I have 3 twitter accounts in ZD and am unable to find where to change one to primary. Thanks!
Jeremy Flanagan commented,
We use this feature all the time, but up until now, it's only been company sanctioned aliases, through our corporate google account. One of our teams has created a user facing alias as a personal g...