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Edgar Comper's Avatar

Edgar Comper

Joined Apr 16, 2021

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Last activity Apr 21, 2023

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ACTIVITY OVERVIEW

Latest activity by Edgar Comper

Edgar Comper created an article,

ArticleHelp with support and ticketing

Question

Why is a ticket field not required to solve the ticket even after I select the option Required to solve a ticket?

Answer

Ticket field requirements can be overridden by conditional ticket fields even when you select the option Required to solve a ticket in your ticket field settings. 

You can change the Required drop-down list in your conditional ticket field settings to make the ticket field required to solve.

For more information, see this article: Making conditional ticket fields required.

Edited Jan 23, 2024 · Edgar Comper

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Edgar Comper created an article,

ArticleHelp with sales

Issue symptoms

I'm trying to use the email template I recently created but I keep getting this message: No templates in sight.

Resolution steps

Email templates are used separately between features. You can't use a particular template for your contact if you created that template for a lead and the opposite is true.

For example, if you have a lead email template you will receive the error No templates in sight if you access your contact profile and try to add this template.

For more information, see this article: Creating and editing email templates.

Edited Jul 26, 2023 · Edgar Comper

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Edgar Comper commented,

Community comment Q&A - Tickets and email

Hi Kali,

I'm afraid there is no native way to email the file attached to an organization page to a specific employee.

Alternatively, you can download the file and send it to the document repository, you will be able to attach it anywhere through this feature. 

View comment · Posted Sep 14, 2021 · Edgar Comper

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Edgar Comper commented,

CommentUsing Built by Zendesk apps

Hi James,

I believe the best option here is configuring a conditional ticket form. That way, you will be able to configure which options will be available depending on what the end users select.

Find bellow the steps to configure a conditional ticket form:

Under Admin > Manage > Ticket Fields, add a drop-down field with Brand A and Brand B options.
Go back to Ticket Fields and do the same, but now create two different fields:

1) Field A: Drop-down list with Brand A option (1, 2 and 3).
2) Field B: Drop-down list with Brand B options (4 and 5).

Don't forget to select 'Editable for end users' for all the above fields.

Next, go to Ticket forms under Admin > Manage and add a new form.
Add all the above fields to this new form (Brands field / Field A / Field B).

Go back to the Ticket forms list. If you hover the mouse over the new form, there are 3 dots in the end of the bar (under Add form button), click and select Conditions.

In 'Conditions for' select 'End users'.
Now, add the following conditions:

1) If value is Brand A > Then Show Brand A Options.
2) If value is Brand B > Then Show Brand B Options.

It's done.

Here is what the end user will experience:

Once they select the Brand name (you edit it as you wish), the options will show up accordingly.

Ticket forms with drop-down fields adds tag according to the values entered in the fields. So, to create a reports related to these tickets, you just need to search for the referred tags assigned to the values. (learn more here https://support.zendesk.com/hc/en-us/articles/217073927-Understanding-tags-and-ticket-fields).

All the detailed information about conditional ticket forms, you can find here: https://support.zendesk.com/hc/en-us/articles/360022293573-Creating-conditional-ticket-fields).

I hope it helps.

Edgar | Technical Support Engineer | EMEA

View comment · Posted Mar 29, 2021 · Edgar Comper

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Edgar Comper commented,

CommentImporting and exporting in Sell

Hi Ted,

Sell Import has the ability to override values when you're updating in batch. Unfortunately, you can't add a blank value back to the field, only a different one.
That is also applied to your second question. 

Alternatively, you can remove an existing tag from your customers under Settings > Customize > Leads/contacts/deals > Tags. This will remove the tag from your Sell account.

I hope that helps.

View comment · Posted Mar 25, 2021 · Edgar Comper

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Edgar Comper commented,

CommentTicket basics

Hi Stacy,

When you enable the Markdown option under Admin > Settings > Tickets, you must enable the 'Include plain text fallback' option to prevent your existing macros from being messy. (learn more here https://support.zendesk.com/hc/en-us/articles/115001236988-Creating-macros-for-tickets#topic_o1b_myd_yy).

Unfortunately, there is no way to bulk enable this option. This must be done manually.

Edgar | Technical Support Engineer | EMEA

View comment · Posted Mar 15, 2021 · Edgar Comper

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Edgar Comper commented,

Community comment Q&A - Apps and integrations

Hi Michael,

As you may know, when you configure user provisioning in AzureAD, it's required an Admin Username, a Secret Token, and the Domain information.
Since the issue persists after you renew the API token (Admin > Channels > API > Add API token), should look into the admin username you are adding there. Also, under 'domain', try to add only the domain name.
If the issue remains after you review the admin username, try to add a different admin user, you can hit the 'Test Connection' to see how it goes.

Edgar | Technical Support Engineer | EMEA

View comment · Posted Mar 15, 2021 · Edgar Comper

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Edgar Comper commented,

Community comment Q&A - Sales CRM (Sell)

Hello Guillermo,

When a deal is created, the first stage in your pipeline will be the default one. You can't delete it, only edit the name.
However, the Sell Enterprise or Elite plan allows you to create multiple pipelines. That way, you can select which one suits your deal once it's created.

Learn more here: Working with multiple sales pipelines

 

View comment · Posted Mar 15, 2021 · Edgar Comper

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