Shannon Pesta
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Last activity
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Activity overview
Latest activity by Shannon Pesta-
Shannon Pesta created an article,
Can I reorder custom ticket fields on my contact form?
Question Can I reorder custom ticket fields on the Web Widget (Classic) contact form? Answer No, you cannot modify the order of custom ticket fields enabled in your contact form. As a workaround, ...
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Shannon Pesta commented,
Hey Gualter! Welcome to the Community! Sadly, this feature is not available yet. But I will be sure to mark this as Product Feedback so it can be reviewed by our Product teams. Thanks!
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Shannon Pesta commented,
Hey Jahn! Thanks for your reply. Outgoing SMS messages from Zendesk can be replied to. I will create a ticket for us to continue troubleshooting! Talk to you there!
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Shannon Pesta commented,
Hi Jahn! Thanks for your comment! It is not possible to set a business name or caller ID for outgoing SMS messages. This is going to be controlled by the receiving device and if they have saved the...
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Shannon Pesta commented,
Hi again Dave! To answer your question, I'll need to gather more details about your specific use case and workflow. I have created a Support ticket to continue the conversation. Talk to you there!
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Shannon Pesta commented,
Hey Nadia! Welcome to the Community! Yes, it is possible to reply via SMS on an email ticket! It will require a trigger recipe and a custom checkbox field setup. Please see this article for full de...
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Shannon Pesta commented,
Hi Dave! Depending on the field type, you can certainly use custom field values in trigger conditions and actions. The field values will need to be predetermined before configuring your trigger ac...
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Shannon Pesta commented,
Hi there Vij! Welcome to the Zendesk Community! The best way to capture how much time agents spend on tickets is by using the Time Tracking app. Regardless of assignment status, you will be able ...
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Shannon Pesta commented,
Hey Casey! Welcome to the Zendesk Community! At a quick glance, you can check ticket assignee changes by viewing the ticket events. For tracking historical ticket reassignments, you can create an E...
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Shannon Pesta commented,
Hi again! You can check out the definitions for each Talk status here: Setting your Talk agent state.You should always set your Talk status to Offline when closing out your browser. Exiting the br...