Lou
I've been an administrator for 5 years, specializing in business rules.
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Total activity582
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Last activity
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Member since
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Following0 users
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Followed by2 users
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Votes140
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Activity overview
Latest activity by Lou-
Lou commented,
Thomas Fowler I believe that until you submit that ticket, those values haven't actually changed. Once submitted, the database is updated and those new values will be valid.
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Lou commented,
Yoram That can be annoying. I noticed there is a follow-up tag, but if I remove it, it doesn't remove the original ticket reference. Hopefully someone from Zendesk can weigh in on that.
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Lou commented,
Pakpoom DMIT Have you tried adding the condition "Update via"?
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Lou commented,
Yoram I don't have much experience with follow-up tickets, but what indicates to you that they're linked?
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Lou commented,
Noelle Cheng How does Agent A respond (what channel), and how do other agents respond (what channel)? If Agent A is responding exclusively through email and the others are responding directly in th...
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Lou commented,
Someone must be an administrator. That is the only role that can reorder views. You can clone a view and make it a personal view then reorder your personal views. That's the only way I can think of...
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Lou commented,
Carolin Kertzig Are you an administrator? If so, you should have access.
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Lou commented,
You can reorder the views in Admin Center under Workspaces>Views A way to "star" a view would be to clone it to a personal view, which you can order however you like.
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Lou commented,
Joshua Bentley Here is my understanding of what you described: The ticket is assigned to you ("my tickets") Customer has replied to that ticket Depending on the channel the customer uses to updat...
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Lou commented,
This is tricky. You can set a trigger condition for "Received at...", but you can't set the org or requester via the actions. Some options are to create a second Brand for internal tickets and set ...