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Tony Williamson

Joined Apr 15, 2021

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Last activity Apr 16, 2024

#LivingHiFi with HEART+SOUL You Can Hear

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ACTIVITY OVERVIEW

Latest activity by Tony Williamson

Tony Williamson commented,

CommentGetting started with Zendesk AI

I am tending to agree with TradeX Admin & Rusty Wilson here. Our organisation purchased Enterprise Licenses with Zendesk understanding we were purchasing 'The Delux' model. As a long time (>10 year) customer of Zendesk, it has been disappointing to find out tiers are created above and additional add-ons are now significant additional fees which were understood to be part of our plan. this is not the first time and is becoming a trend.

View comment · Posted Jan 18, 2024 · Tony Williamson

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Tony Williamson commented,

CommentSetting up and managing community

Hi Julio

With over 7 years of history - that is a very long, laborious, manual process with no easy way to identify which threads to adjust if like most people using Zendesk have limited or no knowledge or resources to have a developer perform an API call to grab the info required.

View comment · Posted Apr 10, 2023 · Tony Williamson

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Tony Williamson commented,

CommentSetting up and managing community

We have over 7 years of topics and posts in our Community. How can we archive topics which have not been contributed for over 2 years without manually reviewing every post? I cannot see any way to do this to prevent 'dead' posts re-opening...

 

View comment · Posted Mar 27, 2023 · Tony Williamson

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Tony Williamson commented,

Community comment Feedback - Ticketing system (Support)

This is required here too - please do so... not interested in another monthly fee for a third-party product when the existing free Google Play Integration works well. Our ratings in Google Play turned around quite quickly - need this for iOS App store too.

 

View comment · Posted Oct 17, 2022 · Tony Williamson

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Tony Williamson commented,

CommentSuite basics

Customer Lists according to your documentation are available in legacy editions but no longer in Enterprise. As a long-term Zendesk customer, it is unfortunate that I now have to 'Contact our Sales Team' for a feature that used to be readily available that I did not yet have a need for until now since upgrading to a higher-tier platform. 

View comment · Posted Aug 23, 2022 · Tony Williamson

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Tony Williamson commented,

CommentBusiness rules

20 - wow 

I thought our 5 or 6 were a handful... happy to pay it forward

View comment · Posted Apr 27, 2022 · Tony Williamson

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Tony Williamson commented,

CommentBusiness rules

Hi Ola 

This is what we did in our Macros

{% if {{ticket.brand.name}}​ == 'Brand X' %}
{% assign kb = 'http://brandx.support.com' %}
{% elsif {{ticket.brand.name}}​ == 'Brand Y' %}
{% assign kb = 'http://brandy.support.com' %}
{% elsif {{ticket.brand.name}}​ == 'Brand Z' %}
{% assign kb = 'http://brandz.support.com' %}
{% else %}
{% assign kb = 'http://brand123.support.com' %}
{% endif %}

Hi

For further details - visit {{kb}} for 100s of FAQs already answered...

Thanks

Try it out

View comment · Posted Apr 27, 2022 · Tony Williamson

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Tony Williamson commented,

Community comment Feedback - Ticketing system (Support)

This is unfortunate and a real problem that has plagued me for years - I do not want Level 1 agents circumventing views by using the Dashboard. This really is a problem and should be looked at

View comment · Posted Dec 26, 2020 · Tony Williamson

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Tony Williamson commented,

Community comment Feedback - Ticketing system (Support)

I'm with Joel regarding notifying the requester is a deal breaker...

There are a number suggestions to not just this problem but others where the response is 'just hack the JSON' which I understand, but many organisations, such as myself, don't have a resource to do so. This is why we are asking Zendesk to provide the solution...

 

View comment · Posted Jan 09, 2019 · Tony Williamson

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Tony Williamson commented,

Community comment Feedback - Ticketing system (Support)

Simply adding "on-hold" to be included in the pausible updates would be a solution, or something more involved where there is an actual option in a ticket to deliberately pause an SLA.

This is really key - Pending means it's in the consumers court but on-hold means it is with us. In our case if the product we are supporting is a hardware issue, we have to send information to our various distributors to issue the warranty. So even though it is in our organisations court, the support team shouldn't be 'penalised' for violating the SLA as they are simply waiting for paperwork from others outside the Zendesk eco system.

 

 

View comment · Posted Mar 23, 2018 · Tony Williamson

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