Shona

1. Community
2. Feedback - Help Center (Guide)
3. Feature Request: Automatically Adding Colored Notes in Articles Based on Article Keyword

As per pervious comments, I am one of those Admin people that is not great with coding.  I spend weeks trying to work out what I need to do and where to put the coding.  All while hoping, I don't b...

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• Shona
• Created March 21, 2023 05:06
• 0 votes

1. Community
2. Feedback - Voice (Talk)
3. Custom permission levels in Talk

Thanks Rohan. I am looking for something in between Team Lead and Agent Things I would like them to do: Be able to listen/barg on calls. See dashboards that show current call volume. Things I don...

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• Shona
• Created March 01, 2023 22:27
• 1 vote

1. Community
2. Feedback - Ticketing System (Support)
3. When raising a child ticket auto-populate the same requester as the parent ticket

Agree more Macro functionality for Side Conversations would be great. At the moment our Side Conversation Macros are always a two-part process.  First macro creates the Side Conversation.  Then the...

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• Shona
• Created February 23, 2023 22:23
• 0 votes

1. Talk
2. ...
3. How to get help with phone call problems in Talk
4. You need to have a Talk seat enabled to listen in on calls

Can I make a custom Talk role that is in-between Team Lead and Agent? I have some Agents that are highly skilled and able to support/train other Agents, but I don't want them having Admin access.

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• Shona
• Created February 20, 2023 23:51
• 0 votes

1. Support
2. ...
3. Ticket automation and collaboration
4. CCs and followers resources

Following on from the pervious comment.  I would also like a view. At the moment I need to tell agents. 1)click on your user profile 2)click 'view profile' 3)change results shown from 'Assigned tic...

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• Shona
• Created July 26, 2022 00:39
• 0 votes

1. Agent guide
2. Ticket basics
3. Rich text formatting options reference

What is 'code block'; and 'code span'

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• Shona
• Created July 20, 2022 05:19
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. Recall / unsend email

Agree, this is a standard feature in Outlook.  People make mistakes.  But when private or confidential information is on the line (companies can be fined and taken to court), there MUST be a functi...

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• Shona
• Created May 02, 2022 23:16
• 7 votes

1. Community
2. Zendesk Suite Q&A
3. tracking office access with vaccination status

Thanks @.... I believe if you look at the ticket Event History you would still be able to find what information was first put into a Ticket Field.  Therefore for security and privacy, someone could...

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• Shona
• Created March 08, 2022 22:24
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. tracking office access with vaccination status

@... Thanks Dave.  I was hoping to use Ticket Fields to collect the information, so that it can be easily exported. Can you redact information that is sitting in a ticket field?

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• Shona
• Created March 03, 2022 03:51
• 0 votes