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Mark H
Joined Apr 16, 2021
·
Last activity Mar 03, 2023
I am Zendesk Admininistrator and Builder for 10+ yrs now. I manage several in-house Zendesk systems for our IT and HR and I also implement, integrate and manage Zendesk systems for the Service Desks we operate for our clients.
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Latest activity by Mark H
Mark H commented,
HI Zendesk,
I would also like to see a response to Sigurjon Jonsson's question above?
We have a new service desk and the daily backlog is really useful, but we do not know if the numbers for each day in the backlog report tells us the number for when the day (or shift) starts or when it end. If we knew that this would go some way to help me and others who have a similar question above.
What I'd like to know is
- What time of day are the counts for backlog taken?
- is the count for each day taken as the day starts or ends?
- Is it based on the timezone that is set for the account?
thanks, Mark
View comment · Posted Jul 13, 2022 · Mark H
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Mark H commented,
hi Gabriel,
I am picking up on what Lori and Deandrea have raised
"Agents with restricted ticket access (that is, access set to anything other than All tickets) can't create or edit end users."
This is not ideal for us. We use Zendesk for HR Request Management, our HR staff in one region should not see HR tickets for another, this could affect how we manage personal data.
For us the functionality of a Agent creating a new End User is not related to their Ticket Access. A agent should be able to manually create users and manage tickets for the users in their groups.
Gabriel, can you explain why end-user Creation/Edit is not possible for Agents with restricted ticket access, and was this always the case?
thanks, Mark
View comment · Posted May 26, 2022 · Mark H
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Mark H commented,
Hi,
I tested this and I got it to work across two Zendesk Systems, one email creating a ticket on each.
It worked if I use the Company Email address that are set up as External Emails (with forwarding, not support@company1.zendesk.com) and also have an end-user contact setup in each Zendesk system for the other system's external email.
We have two Zendesks, for IT and one for HR, that users often send a common email.
Zendesk System 1, for IT: e.g. IT.zendesk.com
External Email created for IT@Companyname.com
IT@Companyname.com has been forwarded to support@IT.zendesk.com
Setup an End-User for HR@Companyname.com
Zendesk System 2, for HR: e.g. HR.zendesk.com
External Email created for HR@Companyname.com
HR@Companyname.com has been forwarded to support@HR.zendesk.com
Setup an End-User for IT@Companyname.com
The tests were to send an email to both Zendesk systems using different email addresses on the to: and cc: lines
Summary:
It will NOT work if I use the more than one default Zendesk email address, like
TO: support@IT.zendesk.com , support@HR.zendesk.com.
It will work if I use external emails, like
TO: IT@companyname.com , HR@companyname.com
I can get it to work if the two company emails are placed on the To: & CC: or both on the To: line of the email.
We are looking at this so we can instruct IT directly on part of a leaver process and keep HR informed (cc'd), HR however do not need to act, but must be aware. A ticket is created on both IT and HR Zendesk system, from the senders email, each ticket had the other email contact in their CC, as needed (contacts for these email addresses already existed on each system, this might be important), but updates made to the ticket in IT did not update the ticket on HR or create a new ticket on HR, albeit the IT ticket history Event Audit indicated that the cc email was sent, but I understand Zendesk will not send emails between Zendesk accounts, but this is good, as we just need IT to process the ticket and for HR to be aware that the original request was made.
One of these systems in Zendesk Support Professional, the other is Zendesk Support Enterprise.
thanks, Mark
View comment · Posted May 05, 2022 · Mark H
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Mark H commented,
I'd like to add to this, no different from above really
We have several SLAs for initial Ticket Response which are measured in minutes, from 15 minutes upwards. The current Hour whole based Conditions don't offer what we need.
Can we have "Minutes until next SLA Breach" or allow decimal for hours, 0.1 = 6 minutes would be ok too.
Is this issue caused by data; Integer vs decimal OR by the process that Polls the Automations?
thanks, Mark
View comment · Posted Dec 16, 2019 · Mark H
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Mark H commented,
hi Kristen,
Is there any update on adding end-users as a cc via a Trigger or Automation via their user id or their email?
I can see ideas recently added by @Avi to do this via an App or @Jhoan to do via webhook/JSON
@Jhoan, can you provide more info on your Webhook/JSON method as that sounds like what I need.
thanks, Mark
View comment · Posted Aug 01, 2018 · Mark H
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Mark H commented,
hi Christian,
Thanks for checking this and for explaining how it works.
The advice to use CSS instead of inline style worked great and will also give us consistency across all articles which is exactly what we will need.
I have one question for you, is there a web page somewhere that lists all of the {{place holders}} and css .styles that are available for the HelpCenter?
thanks, Mark
View comment · Posted Sep 06, 2016 · Mark H
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Mark H commented,
Christian, this system requires authenticated login, so can you confirm your email and I will set you up as a end user so you can access via .../access/normal
thanks, Mark
View comment · Posted Sep 05, 2016 · Mark H
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Mark H commented,
hi Christian,
What I meant was you can create a table in an Article (either via toolbar or via source) and in Edit mode the table in the Article looks ok, you can apply a border style and background colour to give the table some definition. But when you view the article later via the Help Center all the borders and any background colours is not presented. They seem not be be rendered or presented correctly, as if the html style is being ignored.
I read above that if you look at "General settings" area of Help Center and enable "Display unsafe content" then when an article is viewed the html renders ok and the table is presented as formatted.
The question I ask, and is also asked above, is, is using "Display unsafe content" the only way currently to make the html tags in Articles present the tables in the format they were created with?
thanks, Mark
View comment · Posted Sep 05, 2016 · Mark H
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Mark H commented,
hi Jessie,
Has there been a fix to allow (and some other html tags) to be formatted or seen correctly when viewing a HelpCenter Article.
I can see the workaround above offered by Laura, which is to allow "Display unsafe content" in the "General settings" area of Help Center works ok, but from reading above this was a short term solution to get around certain tags being prevented from being used.
- thanks, Mark
View comment · Posted Aug 30, 2016 · Mark H
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