Shona

1. Account
2. ...
3. Single sign-on
4. Accessing your Zendesk account when your SSO service is down

I can't find the SSO Bypass field. This is what my screen shows.

• View comment
• Shona
• Created August 03, 2023 04:48
• 1 vote

1. Community
2. Feedback - Ticketing System (Support)
3. How to define what information is shown on the customer context side bar on a ticket?

Alex Coburn Davis  I posted a similar question a while ago.  Might be related a bit to what you are also trying to do. Customization of the context panel – Zendesk help

• View comment
• Shona
• Created July 04, 2023 04:37
• 0 votes

1. Agent guide
2. Additional ticket channels
3. Receiving and placing calls in the Zendesk Agent Workspace

We have Talk enabled and Agent Workspace is on. In the comments panel where you select public reply/internal note comment.  We do not have the 'call' option available.  All we have is the call pane...

• View comment
• Shona
• Created June 07, 2023 05:37
• 0 votes

1. Community
2. Feedback - Ticketing System (Support)
3. Enabling use of Light Agents in Triggers

Any comment on this from a Zendesk Rep??? There seems to be a bit of engagement on this topic. And I am also interested

• View comment
• Shona
• Created May 23, 2023 00:27
• 1 vote

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...

• View comment
• 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...

• View comment
• 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...

• View comment
• 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.

• View comment
• 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...

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