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Ollie

Joined Apr 15, 2021

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Last activity Dec 29, 2023

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ACTIVITY OVERVIEW

Latest activity by Ollie

Ollie commented,

Community comment Feedback - Community Forums (Gather)

This would be a great feature! +1

View comment · Posted May 09, 2023 · Ollie

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Ollie commented,

Community comment Q&A - Tickets and email

Hey

 

Theres a useful article here https://support.zendesk.com/hc/en-us/articles/4988173561370-Creating-private-ticket-groups-and-granting-agents-access about private ticket groups which will leave visibility for users only in that group (unless the ticket is transferred out).

 

To route emails you'd be better using a trigger rather than automation. In the All Conditions put Received at xxxxx@xxxxxx.com. Then in actions select Group and choose the required group. You can also assign other things like the form, ticket status etc here.

 

Hope this helps.

View comment · Posted Apr 12, 2023 · Ollie

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Ollie commented,

Community comment Q&A - Help center and community

Hey 

We created an article for not found that contained information and then added this to the script.js. We could then add our own content to it. It required being at the top of the script.js and we use a custom marketplace template.

$(document).ready(function() {
  if ( window.location.href.indexOf('articles') > -1 && $(".not-found").length > 0 ) {
window.location.href = 'New Article URL';
}

 

Hope this helps.

View comment · Posted Apr 05, 2023 · Ollie

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Ollie commented,

Community comment Feedback - Ticketing system (Support)

I'd recommend creating a macro just for tag consistency, if you can create them select Add Tag (Tag name).

Then go to views, select Add View, in the all conditions section, select Status Category Less Than Solved, Tags (tag Name), on who access select the relevant option whether its just for you etc then save at the bottom

View comment · Posted Apr 05, 2023 · Ollie

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Ollie commented,

Community comment Feedback - Ticketing system (Support)

Hey

 

If I'm tracking tickets I add a tag to them such as (admin_view) and then I have a personal view for less than solved and the tag. Or if you're the assignee you can set a view based on either yourself or the current user.

 

Hope this helps.

View comment · Posted Apr 05, 2023 · Ollie

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Ollie created a post,

Post Feedback - Voice (Talk)

Hi

 

We'd like to allow certain talk roles to be able to update call greetings (out of hours for admins), we know this is available under the Team Lead role currently however this gives access to all Talk Settings other than permissions, we don't want to allow access to all Talk settings as the team aren't/won't be familiar with them. It would be great to have more granular permissions for all product settings and allow us more control over what can be edited by certain users.

Thanks

Posted Mar 31, 2023 · Ollie

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Ollie commented,

Community comment Feedback - Reporting and analytics (Explore)

Thank you for adding this!

View comment · Posted Mar 17, 2023 · Ollie

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Ollie commented,

Community comment Feedback - Chat and Messaging (Chat)

We use chat bots through Ultimate and having an alert come through when the group they sit in goes offline would be ideal.

View comment · Posted Mar 06, 2023 · Ollie

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Ollie commented,

Community comment Feedback - Ticketing system (Support)

We've also requested Sort by Subject back, would be great to see this returned for the same reason as above.

View comment · Posted Mar 06, 2023 · Ollie

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Ollie commented,

Community comment Feedback - Voice (Talk)

Hi Sean,

 

Thanks for coming back to me, this is a key reporting metric and isn't providing accurate results. If Group A transfers to Group B's queue but then the call is abandoned this should not impact Group A's stats. It also shows on the live dashboard there is a queue waiting for Group A who have agents available and this is causing questions about why a call isn't coming through, this makes it difficult to manage a live operation and is then providing false reporting in Explore.

 

Thanks

View comment · Posted Jan 31, 2023 · Ollie

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