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Amber Barnes

Joined Apr 15, 2021

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Last activity Feb 08, 2024

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ACTIVITY OVERVIEW

Latest activity by Amber Barnes

Amber Barnes commented,

Community comment Feedback - Reporting and analytics (Explore)

Yes to ALL OF THIS. 

View comment · Posted Dec 06, 2021 · Amber Barnes

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Amber Barnes commented,

CommentUsing Built by Zendesk apps

Will this have any affect on tickets coming from the help center? We want to be able to set the address automatically when someone submits via a certain form. We haver email confirmations to confirm submission is received but it all just sends out via the default address which is becoming problematic. Was hoping this app could help resolve that but seems like the address is only applied once an agent enters a ticket?

View comment · Posted Aug 25, 2021 · Amber Barnes

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Amber Barnes commented,

Community comment Feedback - Help Center (Guide)

DEFINITELY a NEED! 

View comment · Posted Jul 14, 2021 · Amber Barnes

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Amber Barnes commented,

Community commentDiscussion - Zendesk on Suite best practices

I have had issues with using the filter for tag exclusion. I built a query that I wanted to exclude tickets that had certain tags, so I added a tag filter and excluded those tags. The query however would still return tickets that contained those tags. I reached out to Zendesk support and they suggested the calculated attribute instead. I will be trying that but just wanted to mention my issue with the filter way of going about this. 

View comment · Posted Jun 16, 2021 · Amber Barnes

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Amber Barnes commented,

Community comment Feedback - Ticketing system (Support)

Yes please help us on this Zendesk. This is an increasingly frustrating issue and is limiting our ability to scale in an effective manner for agents. The third-party app that is recommend is not a cheap alternative either when this should be basic functionality. Really hope to see this happen in the near future!

View comment · Posted Apr 26, 2021 · Amber Barnes

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Amber Barnes commented,

Community comment Feedback - Ticketing system (Support)

Yes I love this solution. Categories were helpful with triggers so this solution is right up to par with that.

View comment · Posted Apr 26, 2021 · Amber Barnes

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Amber Barnes commented,

CommentBusiness rules

Will automations ever be brought up to par with triggers? The automation build page is archaic. Not being able to search for the conditions/actions is so difficult, especially when you have a lot of custom ticket fields like my company.  I just spent 10 minutes building a trigger that should have took me 1 because of having to comb through the drop-down list. 

View comment · Posted Mar 15, 2021 · Amber Barnes

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Amber Barnes commented,

CommentSalesforce integration

@... - We are going to use the formula field work around to strip subdomain from website, but that means we lose the ability to have multiple domains in a field as you suggested right?  Pre-integration we would create and update organizations every time we added a new customer, and email domains need to be preserved (30k + orgs). This is information we don't capture in salesforce either. So just to confirm, there isn't a way in the integration to just ADD to the existing domain list in ZD, only over-write completely?

View comment · Posted Mar 08, 2021 · Amber Barnes

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Amber Barnes commented,

CommentSalesforce integration

I'm having a bit of trouble with domain mapping. In Zendesk we have a number of organizations that have multiple domains associated with them. The data sync only allows for one to be mapped and will just overwrite vs add to the list.

Also, sync to domain allows for invalid formats. For example, we tested syncing SF account website sync we don't capture company domain and more often than not, the website domain matches their company email domain. We found that subdomain is NOT stripped from the url though and Zendesk will not associate users if it is in that format. 

Not sure how to work around this. We could just not sync email domain but given we have many accounts and they are constantly being created, the manual upkeep is near impossible. Most SF contacts will be synced in the Contact Sync but we have plenty occurrences of non-contacts reaching out via email under their company domain. 

Any potential solutions/workarounds?

View comment · Posted Mar 05, 2021 · Amber Barnes

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Amber Barnes created a post,

Post Feedback - Ticketing system (Support)

We have a number of use cases where agents are creating tickets to the same requester quite frequently. It would be very useful for there to be an option to set requester with the macro actions. External CC's as well. 

What is the current technical limitation to this? Or just not something that seemed useful enough to implement?

Posted Feb 18, 2021 · Amber Barnes

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