Oliver Tietze

1. Support
2. ...
3. Agent guide for Support
4. Managing tickets in bulk

It makes no sense to prevent selecting "closed" tickets only because you can't edit them. It would make sense to disable the "edit" button instead. I frequently need to delete multiple closed ticke...

• View comment
• Oliver Tietze
• Created September 15, 2022 08:40
• 0 votes

1. Community
2. Feedback - Ticketing System (Support)
3. Replace Set Tags with Remove All Tags

That all is very good thoughts jvon. And yes, the dependency between tags and most custom fields makes sure that an unwanted "Set tags" will not only destroy tags, but rather the whole ticket. With...

• View comment
• Oliver Tietze
• Created August 19, 2022 10:30
• 0 votes

1. Support
2. ...
3. Business rules
4. What is the difference between Add tags and Set tags in business rules?

Also theres is MANY suggestions to clearly separate "Delete ALL Tags" from the mysterious "Set Tags" option, i. e. this one https://support.zendesk.com/hc/en-us/community/posts/4409775035802-Replac...

• View comment
• Oliver Tietze
• Created August 17, 2022 07:47
• 1 vote

1. Community
2. Feedback - Ticketing System (Support)
3. Replace Set Tags with Remove All Tags

I second the suggestion to CLEARLY distinct between "set tags" and "add tags". It's the same in other languages (German: "Stichwort hinzufügen" vs. "Stichwort festlegen"). Alternatively, a double s...

• View comment
• Oliver Tietze
• Created August 17, 2022 07:45
• 0 votes

1. Support
2. ...
3. Tickets
4. HTML and Markdown used in dynamic content does not render in trigger emails or agent signatures

Elon (Yurii Martyniak) could you please go into detail: how can this help to include HTML in Dynamic content? Would it have to be part of the Liqiud block, i. e. {{'<a href="xxx">Link</a>'}}? (I tr...

• View comment
• Oliver Tietze
• Created June 22, 2022 12:23
• 0 votes

1. Zendesk updates
2. Announcements
3. Announcing changes to views sorting and ordering

+1 to anything above. Also we got instant feedback from our agents who, in some scenarios, have to rely on "Subject sorting" to get 6,000+ Tickets per week handled properly. Fun fact: for the "Susp...

• View comment
• Oliver Tietze
• Created June 14, 2022 13:00
• 3 votes

1. Zendesk updates
2. Announcements
3. Clarification about announced changes to views sorting capabilities and pagination

And now:WHY?   You could prevent the set-up of views as a whole and also eliminate those annoying "tickets". Life in Zendesk Support would become much easier. I think you forgot the purpose of the ...

• View comment
• Oliver Tietze
• Created June 14, 2022 09:45
• 5 votes

1. Community
2. Feedback - Ticketing System (Support)
3. Customize Status Field Values

Q1 is over and so is Q2 soon. Has the EAP started already?

• View comment
• Oliver Tietze
• Created June 08, 2022 11:57
• 1 vote

1. Community
2. Feedback - Voice (Talk)
3. IVR Welcome Message repeat option

Sean Chuang  f o u r  years to let us know "we may or may not put this to the backlog"?To process it when, 2037? This is really frustrating. Sorry for my anger. RegardsOliver

• View comment
• Oliver Tietze
• Created May 25, 2022 10:07
• 2 votes

1. Zendesk updates
2. Announcements
3. Announcing support for color text in the Zendesk Agent Workspace

Is there any plan to have color in macros? We need it. The workaround is useless as it forfeits the concept of a macro. Best regardsOliver

• View comment
• Oliver Tietze
• Created April 07, 2022 12:51
• 0 votes