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Holly McGinnis
Joined Apr 15, 2021
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Last activity Sep 25, 2024
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Latest activity by Holly McGinnis
Holly McGinnis commented,
Can more than 1 CSAT configuration be created? We have 5 different brands across 3 main business groups and would like to be able to give the different units their own configuration option.
View comment · Posted Sep 25, 2024 · Holly McGinnis
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Holly McGinnis commented,
Sorry, its submit via form. If someone is logged in to submit via form, they can select the organization themselves.
View comment · Posted Dec 20, 2023 · Holly McGinnis
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Holly McGinnis commented,
We run into this regularly. We have two solutions for this as it is usually an account rep who is forwarding the data and they aren't agents (but often are light agents). The first is adding all of the organizations that the submitter works with to their organization list and manually changing the organization to the one that they are speaking of. They can select the organization themselves using the form if it is already on their account list in Zendesk. The other as Jimmy noted in the comment above is to change the requester manually.
Both require some manual work as you are either adding the orgs to the internal requestor and manually selecting or changing the requestor but both solutions will bring the ticket into the SF interface.
Note that right now, only admins can edit the organizations of light agents but hopefully https://support.zendesk.com/hc/en-us/articles/5973478348186-Announcing-new-agent-permissions-to-manage-other-team-members will roll back out eliminating that issue.
View comment · Posted Dec 19, 2023 · Holly McGinnis
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Holly McGinnis commented,
Is there a way to Identify who enabled the account assumption?
View comment · Posted Sep 18, 2023 · Holly McGinnis
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Holly McGinnis created a post,
We have internal users who submit requests on behalf of clients, often without the client's knowledge and we need to be able to assign the appropriate organization to that ticket. We also want our internal colleagues to be able to see all tickets in the organizations they support.
This is a fluid system where the organizations may be added to different people as time moves on. Unfortunately, at this time, our agents are unable to add or remove organizations from the light agents and agents which means granting everyone administrative rights in the system which opens us up to unneeded risk.
Posted Jul 19, 2023 · Holly McGinnis
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Holly McGinnis commented,
Have other folks run into similar needs or written similar scripts?
View comment · Posted Jul 05, 2023 · Holly McGinnis
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Holly McGinnis created a post,
I'm looking for a way to filter the api/v2/organizations output of 9k+ organization and allow a search specifically for a group_id value and exclude all organizations in the export that don't have it.
Posted Jun 28, 2023 · Holly McGinnis
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Holly McGinnis commented,
Is there a recipe where I can calculate if an SLA was Achieved and then breached because a ticket was re-opened?
View comment · Posted Sep 23, 2021 · Holly McGinnis
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Holly McGinnis created a post,
I have a situation where we have Subject Matter Experts who we would like to grant the ability to write and edit articles in the Guide aimed at our clients. However, they are not part of our support team and should not be able to have tickets assigned to them.
Posted Jan 26, 2021 · Holly McGinnis
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