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Mark Szymanski

Joined Apr 15, 2021

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Last activity Aug 17, 2023

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ACTIVITY OVERVIEW

Latest activity by Mark Szymanski

Mark Szymanski commented,

CommentManaging your email

Thanks Paolo.  A bit confusing that it doesn't have the same text.  Seems it should be made the same in the product as in the help article.  We see "Account owner's address needs to be verified."  One or the other should be updated for consistency, I'd think.  The list in the article is alphabetical.  So without reading through the whole thing it's easy to miss, or even just skimming, think it's not the same.

Btw, in our case, we don't require end user registration or verification, as we don't give them access to the UI.  So we don't send any verification emails, which probably adds a little to the confusion.

View comment · Edited Aug 17, 2023 · Mark Szymanski

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Mark Szymanski commented,

CommentSpam and suspended tickets

If anyone else needs to know this, I found how to deactivate HC for end users here - https://support.projectn95.org/hc/admin/general_settings

Evidently what I had done before was just disable access to it via the web widget.  The URL's were still available on the internet, and spammers knew them.

I also set my blocklist for qq.com back to reject instead of suspend.  That was just a test to verify the source.

View comment · Posted Aug 11, 2023 · Mark Szymanski

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Mark Szymanski commented,

CommentSpam and suspended tickets

Thanks Mariam.  Yes, as mentioned I too have been successful with the blocklist, specifically both using reject:qq.com and suspend:qq.com.  What concerns me more at this point is why anything from the outside comes in via the web form at all.  Our agents are the only ones who should have access to that.  We have both Chat and Help Center disabled.

View comment · Edited Aug 10, 2023 · Mark Szymanski

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Mark Szymanski commented,

CommentSpam and suspended tickets

Same here, spam with Chinese characters, especially from qq.com, and via the web form.  We disabled Chat long ago, and recently disabled the Help Center too as it was not being used.  How can we disable the web form channel completely for end users?
Btw, we don't want to require customer registration either.  We just have email and phone for end users.

I have been able to use reject and suspend successfully in the blocklist.  But we also want the web form entirely disabled, except for agents of course, to completely plug the hole.

View comment · Edited Aug 10, 2023 · Mark Szymanski

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Mark Szymanski commented,

CommentManaging your email

Hi,

Lately we've seen a new Cause of suspension - Account owner's address needs to be verified.

It's not listed in this article.  We seem to be getting some legit customer emails as well as a lot of spam with that.  Anybody else seeing this?

Can ZD Support tell us more about it please?

Btw, we allow anybody to submit tickets, but we don't enable nor require registration.  All customer communication is via email, API (Contact Us form), or phone.  These have come via email.  We had a separate issue with spam some via the web form, which we used to use with Help Center and Chat.  We had disabled Chat a long time back, and just recently disabled Help Center when we found this, since it was outdated anyway and no longer being used by agents.

Thanks.

View comment · Edited Aug 10, 2023 · Mark Szymanski

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Mark Szymanski commented,

Community comment Feedback - Ticketing system (Support)

Adding my voice to this feature request.  Have to agree with many of the other commenters that it's amazingly disappointing and frustrating that this has not been implemented yet, especially after so many requests over so long a time.  Would seem to be basic and not difficult functionality to have.

View comment · Posted Sep 21, 2022 · Mark Szymanski

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Mark Szymanski commented,

CommentMeasuring success

The article states "For SLA policies to work, tickets need to have a Priority value. If you do not set a Priority then none of your rules will be met."  This makes sense because in the SLA policies, the targets are specific to each of the 4 priorities.  However, when I view the event history of individual tickets without a priority, they've had SLA policies applied, at least some if not most or all of the time. 
Is that statement incorrect or outdated?  Does the handling default to Normal even if the field holds no value?
I intend to add a trigger (or modify existing ones) to cover this, but I'm really curious about what causes those w/o a priority to still have an SLA policy applied.

 

View comment · Posted Jun 30, 2022 · Mark Szymanski

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Mark Szymanski commented,

Community comment Feedback - Admin Center

Yes!  I too think this would be great.  I have a group of about 10 currently that were suspended by someone else before being downgraded to Light Agents, and are counting against our seats license.  So now I have to restore them (un-suspend) 1 by 1, then downgrade, then suspend again.

Update: found I did not need to unsuspend them first after all, which I think is an improvement on how it used to work.  But a bulk update function would still be very helpful.

View comment · Edited May 12, 2022 · Mark Szymanski

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Mark Szymanski commented,

Community comment Feedback - Admin Center

Yes!  Definitely needs an export function.

 

View comment · Posted May 12, 2022 · Mark Szymanski

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Mark Szymanski commented,

Community comment Feedback - Sales CRM (Sell)

Hi,

In my organization's case, it's not the custom fields so much we need available as just more basic existing metrics in the dataset.  For example, we want to have the Activity Report in Sell replicated in Explore, so that it can be easily shared with our management.  However, there are no metrics available in Sell for emails sent, calls made, notes taken, etc.

Thanks.

View comment · Posted Oct 28, 2021 · Mark Szymanski

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