Shona

OVERVIEW:

We have actively chosen not to enable the cc/bcc feature because it is not obvious in the Agent Workspace. In the past, agents were unaware of its presence and unintentionally gave public replies that were inappropriate, impacting our branding.

The functionality is tucked away in the far-right corner, out of sight.

PROBLEM WE SEE THIS SOLVING:

Currently, because we have not enabled this functionality, our agents are straddling two platforms: Zendesk and Outlook. In Outlook, they can clearly see who is being cc'ed.

This results in tickets turning up in Zendesk that are not responded to and solved straight away, so communication can be clearly monitored in Outlook. We lose out on efficiency and proper record keeping.

LAST TIME IMPACTED

Our work is similar to that of a Human Resource team, and we have both internal and external customers. For our external customers, we manage their private and confidential information. For our internal customers, we support them with their work and management of our external customers.

Often, each customer cc's the other when communicating with us. However, our replies are not always intended to be seen by both customers.

We have had experiences in the past where an agent did not notice a cc'ed customer and wrote a reply that was inappropriate. This resulted in us losing the customer.

CURRENT WORKROUND

We have disabled the cc'ing functionality, and now our agents work across two platforms. This has led to a significant lack of efficiency.

IDEAL SOLUTION

Find a more prominent place for the cc/bcc feature to be seen, perhaps under the Requester field. In Outlook, it is quite clear.

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?

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?

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.

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.

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

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?

Are there any work arounds in the meantime?

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.

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?

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?