Edwin Schukking
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Total activity159
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Last activity
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Activity overview
Latest activity by Edwin Schukking-
Edwin Schukking created a post,
[Zendesk Support] How to ignore Side Conversation to assign agent while updating ticket?
Hi, I created a trigger which updates the assignee of a ticket to the last agent who updated the ticket. Recently I discovered, that when a (light) agents replies in a side conversation, the trigg...
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Edwin Schukking commented,
Hi The Salvation Army, In your profile you can add an alias, so your profile name will not be displayed when you are in contact with end users (see screenshot below): Also, in Admin > Channels...
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Edwin Schukking commented,
+1 on this feature!
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Edwin Schukking commented,
Hi Lizzie Tran! Could you perhaps provide a screenshot (with any personal information blurred, ofc)? Because I just checked our Zendesk and the email address of the requester is still available in ...
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Edwin Schukking commented,
Stephen Belleau Anthony Stenhouse From a managing point of view, I would vote against the proposition. IMO It would be more efficient to manage a group of people who should be notified from a distr...
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Edwin Schukking commented,
ad 3. To our own satisfaction, we have been using the 3rd party app https://www.zendesk.com/marketplace/apps/support/198393/advanced-search/ to export ticket data.
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Edwin Schukking commented,
Hi @... , I understand from your text that the agents need to select a macro manually. I think what you are requesting are conditional macros and this would imo considerably change the way we curr...
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Edwin Schukking commented,
You could create a trigger which when fired upon ticket creation will create an internal note mentioning the ticket agent needs to check the requester and support email address before updating the ...
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Edwin Schukking commented,
Hi Brett Bowser, I am not sure if the question had already been asked, but is it possible in the future to have the ticket status On Hold enabled by default? If I am not mistaken, at the moment thi...
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Edwin Schukking commented,
Hi Khanh, May I ask you what the purpose of these views would be? I am using views (Zendesk Support) to keep track of the active tickets and dashboards (Zendesk Explore) to keep track of tickets i...