Jimmy Rufo
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Total activity188
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Last activity
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Activity overview
Latest activity by Jimmy Rufo-
Jimmy Rufo commented,
+1 on this request. This one is a concern for global clients of ours who utilize many subdomains for their user base, but still roll into one primary client organization. We do utilized a Salesfo...
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Jimmy Rufo commented,
Hi Matthias Miltenberger, I tried this solution in my ZD sandbox, but could not get the CCs to be added to the ticket. Can I confirm that the user IDs to put in the JSON would be the same ID I can ...
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Jimmy Rufo commented,
Thanks Sam Goulet . Maybe I can build a trigger like that, that focuses if the commenter is an agent, and the reply is via email channel. Some of the CC lists are crazy long for some of our ticke...
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Jimmy Rufo commented,
JR Lausin , Done! https://support.zendesk.com/hc/en-us/community/posts/6624825771802-When-Light-Agents-reply-to-a-ticket-email-notification-UI-doesn-t-reflect-if-client-was-contacted
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Jimmy Rufo created a post,
When Light Agents reply to a ticket email notification, UI doesn't reflect if client was contacted
For the Light Agent function, any reply left by a light agent (within agent interface or sent email) shows up as private note in the ticket. That being said, if the light agent replies via email a...
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Jimmy Rufo commented,
Noted JR Lausin. My comment was more for an indicator to let people know in the UI that the internal note was left via an email reply. Today, I have to look at "View Original Email" to confirm wh...
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Jimmy Rufo commented,
Can someone clarify if a light agent replies all to an ticket email notification, and includes an external requester on the TO/CC line, why Zendesk still marks this as internal note? Is there an e...
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Jimmy Rufo commented,
Hi All, Is anyone aware of what developments Zendesk has made with automated HAR file sanitization, upon receipt of attached file, per the blog post below from October 2023? CC Cory Vegel , Ana Jo...
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Jimmy Rufo commented,
Thanks Lisa-Kelly. I've signed up for the Beta and looks like a great feature.
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Jimmy Rufo commented,
Hi Lisa-Kelly, All, I tried reading through the comments, but we will be likely moving to agent workspace in the next year, and are considering a solution to delete/redact tickets of a certain age ...