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Robert Wiesemborski

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Latest activity by Robert Wiesemborski
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    Robert Wiesemborski commented,

    Hi Salim, It seems like what you are doing is forwarind the email to your Zendesk account. In that case, you will see the behvaiour you also noticed, namely that you will be put as the requester. W...

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    Robert Wiesemborski commented,

    Hi Jeff, You can make an SLA policy specifically for tickets created by agents.  Simply select the condition "Role is agent" for this SLA. If you have more than one SLA, make sure to have the corre...

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    Robert Wiesemborski commented,

    Hi Matt, How exactly did you create the internal note with the triggers? Are you using a target? If you are the one that set up the target, that could be the reason why you get assigned. #helpsome ...

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    Robert Wiesemborski commented,

    Hi Marcos, I can think of two ways how to do this: 1.) Use the Round Robin App The app allows you to distribute tickets in different ways. One way is to have a simple, even distribution among your ...

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    Robert Wiesemborski commented,

    Hi all, If the email, that is supposed to be archived, has one or more attachments, will those be archived as well? Or is the saving of attached files not possible? Looking forward to hearing your ...

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    Robert Wiesemborski commented,

    Hi Adam, Is it necessary that everyone in the group is notified about changes on all tickets? If you only want the customer and the agent on the ticket to be notified, you can simply select the "Em...