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Shona
Joined Apr 15, 2021
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Last activity Feb 13, 2025
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Latest activity by Shona
Shona commented,
Hi, we have some End-Users that belong to two organizations, let's say OrgA and OrgB. We are wonting to remove one of them. Our problem is that for some customers the organization we want to remove is not the default organisation and so I cannot find it when pulling an Explore report.
Is there a way I can pull data that shows me everyone that has 2 organizations and what they are?
View comment · Posted Feb 05, 2025 · Shona
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Shona commented,
The above instructions talk about how to hide the Organization Field for Agents and Admins. Can I ask how do you hide it from End Users?
All the forms I have on our Help Centre for customers to access have the Organization Field showing, even though I did not add it.
Why is it there and how do I hide it?
View comment · Posted Dec 18, 2024 · Shona
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Shona created a post,
Overview:
Referencing a recent update to Brands - Announcing Department Spaces – Zendesk help. We have two departments/brands in our instance, which helps us manage forms and our two separate Help Centers. But our Agents can work across both departments/brands. Hence every Agent is linked to both Brands/Departments.
Issue:
Since this update we have now noticed when an Agent wants to reset their password, they are being asked to select a Brand/Department. This change to Brands/Departments has now created confusion. And is now creating a security problem as our Agents are not updating their password as often as we require them to.
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The problem that requires solving:
It is unclear how our Agents are to reset their passwords. Which Brand do they select? Why would the Brand have anything to do with their passwords?
Ideal solution:
The Brand/Department that an Agent is linked to has no impact on their ability to update their passwords.
Edited Nov 27, 2024 · Shona
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Shona commented,
James Peterson - Eastern Logic . I think that ‘source’ button is new. I swear it was not there the other day when I looked but it is there now!! But you are correct this has answered my question, and I can do what I am needing to now.
Thanks
View comment · Posted Oct 23, 2024 · Shona
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Shona commented,
We have a trigger that sends out a Side Conversation Email, notifying a third party that one of their customers has reached out to us. We do it here and not in a macro as we want it to go out straight away, we don't want to wait for an agent to open the ticket and send it manually.
When creating a Side Conversation Email from a trigger there is no HTML formatting options. It makes the email look terrible.
Is there a way around this? Or is this something Zendesk are looking to address?
View comment · Posted Oct 22, 2024 · Shona
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Shona commented,
Are there any work arounds in the meantime?
View comment · Posted May 28, 2024 · Shona
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Shona created a post,
I was wondering if anyone else has the need to add a URL link into a field title or description.
For example, an end-user facing field on a form might be asking the customer - “have they reviewed the XXX document before completing the form?”
To be able to reference/link the document for them to access would be really helpful.
Posted Apr 23, 2024 · Shona
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Shona created a post,
It is great to see you have enabled Slack workspace to be connected to multiple Zendesk accounts Announcing multi-instance support for the Slack integration – Zendesk help.
This is a great addition. However, my company uses Microsoft Teams, and we have 5 separate instances. I am sure there are Microsoft users out there like me that would love the same functionality.
Any chance you can enable the same for us?
Posted Mar 26, 2024 · Shona
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Shona commented,
Sorry not sure where to ask this question.
I just saw your announcement for Slack integration with multiple Zendesk domains.
I love this! But we don't use Slack, we use Microsoft Teams. Are there any thoughts about doing the same but with Microsoft Teams?
View comment · Posted Mar 25, 2024 · Shona
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Shona commented,
Any thoughts about including attachments into the functionality?
My organization deals with a lot of sensitive attachments, these are currently manually redacted every time. To be able to automate this would be a massive time saver for us.
View comment · Posted Feb 27, 2024 · Shona
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