Jimmy Rufo

1. Zendesk updates
2. Announcements
3. Announcing an updated Groups page

Hi Joshua Teitelbaum, it would be great if you can alphabetize the order of groups by default.  It appears we had that option before recent changes, and how it looks now is a bit odd. Another negat...

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• Jimmy Rufo
• Created May 01, 2023 19:53
• 2 votes

1. Zendesk updates
2. Announcements
3. Announcing an updated Groups page

Hi There.  Some feedback here.  It seems there is no sorting ability at all, as I'd ideally like to sort alphabetically by default.  What is the default? Also, I'd love to see group members by agen...

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• Jimmy Rufo
• Created May 01, 2023 16:55
• 6 votes

1. Agent guide
2. Ticket basics
3. About the Zendesk Agent Workspace

Hi Lisa Kelly, That may be so, but if the workspace clutters up daily operations for messaging, thats not a reason to upgrade.  We are also an organization that specialize in web and email support,...

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• Jimmy Rufo
• Created March 14, 2023 18:16
• 3 votes

1. Zendesk updates
2. Announcements
3. Announcing a unified look for the Requester field in tickets

Hello, we got the rollout of the new view of this feature yesterday, but today it reverted back.  Can someone confirm if that was intended? Ana Jones Cory Vegel

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• Jimmy Rufo
• Edited February 22, 2023 16:47
• 0 votes

1. Apps and integrations
2. ...
3. Using Built by Zendesk apps
4. Installing and using the Out of Office app

Dane , is it in the roadmap to allow for admin override.  i.e.  As a manager of support, I want the agent who is OOO to handle an issue next week, when they are back from vacation. I do like how if...

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• Jimmy Rufo
• Created December 02, 2022 17:50
• 0 votes

1. Apps and integrations
2. ...
3. Jira integration
4. Updating a ticket when the status of a Jira issue changes

Hi Pippa, this is a known limitation, and something I've already discussed with PM @... a few times.  Its worth likely submitting this use case for product feedback.

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• Jimmy Rufo
• Created September 15, 2022 11:23
• 0 votes

1. Community
2. Feedback - Platform: Apps & Integrations
3. Please support "Rollup Summary" as a supported field type in the Salesforce-ZD integration

Hi @..., We had historically used a third party integration for other fields that ZD does not support, such as formula fields.  Unfortunately, the ones in place have proven unstable or ineffective ...

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• Jimmy Rufo
• Created September 09, 2022 15:14
• 1 vote

1. Community
2. Feedback - Ticketing System (Support)
3. Allow side conversation content to viewed via email notification

+1!

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• Jimmy Rufo
• Created September 07, 2022 01:10
• 0 votes

1. Objects and rules
2. ...
3. Business rules
4. Setting up triggers for side conversations

Any plans to be able to trigger a side conversation comment being sent to an agent via email?  I get notified via email that a ticket with a side convo has been commented on, but I have to pivot to...

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• Jimmy Rufo
• Created September 01, 2022 19:20
• 0 votes

1. Zendesk updates
2. Announcements
3. Announcing a new way to create content blocks

Katarzyna Karpinska - Is this feature available on Guide Legacy?  Also, can a content block be strictly an image (no text)?

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• Jimmy Rufo
• Created August 23, 2022 12:22
• 0 votes