Shona
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Recent activity by Shona-
Custom permission levels in Talk
AnsweredI would love the capacity to make a custom role in Talk. I have some Agents that are highly skilled and able to support/train other Agents, but I don't want them having Admin access. Therefore, a n...
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Customization of the context panel
CompletedHi, I am loving the concept of the Context Panel, but finding it really doesn't show the information I want, and so in the end I click to open the End Users profile, which is really no different to...
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Using Forms when you have two different types of customers
AnsweredHi, we have two different kinds of Requesters. These being our external customers and then our internal customers. Each Requester has very different needs. As we set up our Forms we have realize...
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What is the difference between the 'Collaboration add-on' and 'Linked ticket App'
AnsweredHi our team is looking to add some functionality to have a side conversation about a ticket. In my process of looking around I have come across two options. The [Collaboration add-on] and the [Lin...
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Trying to type a formula for a Calculation Metric/Attribute
AnsweredHi, I am trying to create a custom metric or attribute that will EXCLUDE all Follow Up tickets. The background.... I am creating a query around the number of tickets coming in from our widget chan...
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Explore - why is the standard Zendesk Support dashboard not showing/reporting on our Widget Channel
AnsweredI am just starting to get into Explore and looking at some of the standard dashboards already available. I noticed on the Support Dashboard that it is not showing up the results from our Widget. ...