ZD admin, workflow/automation focus. Frequent ZD API user and explorer of edge cases.
Matt Savage commented,
Also curious if collapsed apps will still run & affect system performance. Will they still churn in the background or lazy load on demand?
Matt Savage commented,
Piggybacking on Wouter's comment ^ as it seems we're going in a similar direction. I also don't understand the specifics of where/how the routing occurs here and how it meshes with existing trigge...
Matt Savage created a post,
I see a number of situations where I might use the web widget but we're currently limited to a single, simple solution. It could be useful as an internal contact form for other business units or a...
Matt Savage commented,
Cristian- Gotcha. Your use case sounds like it'd be perfect for a campaign manager. Lucky for you, Zendesk acquired a company that does just this earlier in 2017, Outbound. Maybe give that a sho...
Matt Savage commented,
Cristian, you can accomplish this via an automation. Assuming these tickets are all in the new or open status and you didn't import them today, something like this should work: Conditions: Status...
Matt Savage commented,
@Nicole - I've posted on this this upstream in the thread and after reading through more comments the common themes seem to be: Many of us have (semi)automated workflows we'd like to implement mor...
Matt Savage commented,
While I don't mind the workaround itself, it's not especially user-friendly to less technical users looking to get setup with this functionality. More importantly, Zendesk's focus is on providing g...
Matt Savage commented,
There are a few possible workarounds (e.g. export customer list of your Org's users with role 'end user' via ZD API, bulk update them to light agents at set intervals) but I'm not sure that any of ...
Matt Savage commented,
I would go a step further and say I'd like to set a 'from' email directly to a group, form, macro, or trigger. The third-party app that allows selection directly on the ticket page is handy, but o...
Matt Savage commented,
I agree with Brad- more granular control over SLA events would be extremely helpful. I understand the rationale for wanting to enforce the SLAs without an easy opt-out that could allow the metrics...