Recent searches


No recent searches

Maarten Wildeman's Avatar

Maarten Wildeman

Joined Apr 15, 2021

·

Last activity Oct 22, 2021

Following

0

Followers

0

Total activity

14

Votes

0

Subscriptions

4

ACTIVITY OVERVIEW

Latest activity by Maarten Wildeman

Maarten Wildeman commented,

CommentUsing AI agents for email and web form

Is there any way i can change the text of the email messages? The translation is not what i want (too formal in Dutch) and i want to make some adjustments.

 

View comment · Posted Apr 23, 2021 · Maarten Wildeman

0

Followers

0

Votes

0

Comments


Maarten Wildeman commented,

CommentWorking with articles in the knowledge base

Hi,

Where is the option to see all the labels currently made/used?

View comment · Posted Apr 23, 2021 · Maarten Wildeman

0

Followers

3

Votes

0

Comments


Maarten Wildeman commented,

CommentWorkflow best practices and recipes

Hi,

Part of it really fixes my needs. But:

When i create a trigger and send an email to the target that message is not shown in the ticket. Any information sent regarding a ticket should be shown in the ticket for administrative purposes and to see what was communicated to what party.

Also when replying to the mail sent it creates a new ticket and is not updated in the ticket it was sent from. It also triggers the system to send a first responding mail which a lot of companies have implemented.

Cheers, Maarten

View comment · Posted Apr 02, 2021 · Maarten Wildeman

0

Followers

5

Votes

0

Comments


Maarten Wildeman created a post,

Post Feedback - Ticketing system (Support)

Hi,

When you create a trigger to send an email to the customer that for instance the ticket is closed etc these mails are not shown in the tickets thread.

In my opinion all communication with a customer should be placed in a ticket. This for reference for other agents and to see and check these messages are sent in the right manner.

Can it be arranged that these mails are inserted in the ticket?
And if not, can it be arranged that there is a possibility to create a private note in the ticket that you can fill in with text?

I know you can create and insert tags for this but this is not what we want

Cheers,
Maarten

 

Posted Apr 01, 2021 · Maarten Wildeman

1

Follower

9

Votes

7

Comments


Maarten Wildeman commented,

Community comment Q&A - Tickets and email

Hi Don,

Sometimes we need to think the other way around :)

Thanks a lot, you have been a great help, will implement this!

Cheers,

Maarten

View comment · Posted Mar 16, 2021 · Maarten Wildeman

0

Followers

0

Votes

0

Comments


Maarten Wildeman commented,

Community comment Q&A - Help center and community

Hi Jacob,

Thanks a lot!

 I found this myself also but i think this is the other way around, isn't it?

With this code

  • all forms are visible for all users, also unauthorized (which are using our support page too)
  • forms are hidden for a specific organization mentioned in the inserted code

I cant find any solution to make a specific form only available to a specific organization.

I am not into coding but a solution that could be coded is:

- Hide all forms for everyone

- Show specific form for specific tags

- Give specific organizations specific tags

Reading the support articles this is a feature wished for by many users.

Thanks again for your help Jacob!

View comment · Posted Mar 12, 2021 · Maarten Wildeman

0

Followers

3

Votes

0

Comments


Maarten Wildeman created a post,

Post Q&A - Help center and community

Hi,

I want some ticket forms only to be available for certain customers.

After they logged in based on their organization or project they would be the only one to see some of the ticket forms created.
All others would only see the default form and the ones visible for customers.

Can this be done?

And if not, how can i arrange that one of my customers is really the only one to log a certain ticket in the system without having to email it due to security restrictions?

Posted Mar 12, 2021 · Maarten Wildeman

0

Followers

9

Votes

8

Comments


Maarten Wildeman commented,

Community comment Q&A - Tickets and email

Hi Don,

Thanks again!

What i am trying to achieve is we can change the Subject and Description field with predefined text.

This without using the Help Center but used by an agent within the Zendesk agent interface.
So when you create a ticket  and select a form of your choice, in this case the Test form:

The description and subject are already filled in for that specific form like this:

Have a great day!

View comment · Posted Mar 12, 2021 · Maarten Wildeman

0

Followers

0

Votes

0

Comments


Maarten Wildeman commented,

Community comment Q&A - Tickets and email

Hi Don!

Thank you so much! This is what i am looking for.

I would like to implement these with the ticket forms but then the Subject (Onderwerp) and Comment/Description (Beschrijving) are locked and cannot be changed, is that correct? And any way to bypass that?

Many thanks again, really appreciated!

Maarten

View comment · Posted Mar 11, 2021 · Maarten Wildeman

0

Followers

0

Votes

0

Comments


Maarten Wildeman created a post,

Post Q&A - Tickets and email

Hi,

I want to be able to create templates of tickets (forms) with predefined Subjects and Descriptions that an agent can use from the dashboard while on the phone with a customer.
The agent creates a ticket and chooses a template for common incidents, change request etc with all the information filled in.
For example with a Subject: OUTLOOK: Mailbox full, or HARDWARE: Keyboard broken

The Description field contains all the information prefilled with a call script or information that has to be asked for 2nd or 3rd line support.

 

The biggest amount of tickets are frequently used tickets and can be standardized. Selecting a predefined ticket as an agent with a pre filled Subject and  Description would save huge amounts of typing en enables you to insert the information for an agent to follow within that ticket.
It also gives you a quick overview of what tickets are open. Administering is done in similar ways by multiple agents etc.

For me it is a big limitation you cannot create forms and the Subject and Description fields are not editable in any way.

Is this an option, can you please create it?

Cheers,

Maarten

Posted Mar 10, 2021 · Maarten Wildeman

0

Followers

4

Votes

8

Comments