robert.wiesemborski

1. Community
2. Zendesk Suite Q&A
3. Requester email

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
• Created March 09, 2021 10:53
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. Agent to assign SLA

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
• Created March 09, 2021 10:43
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. Evenly assign incoming tickets between 2 agents?

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
• Created February 09, 2021 10:50
• 0 votes

1. Email
2. ...
3. Managing your email
4. Archiving ticket email notifications

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
• Created January 25, 2021 12:55
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. How do I stop receiving email notification of my own replies on tickets?

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...

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• robert.wiesemborski
• Created January 18, 2021 13:29
• 0 votes