Richard Heindl

Sadly currently there are only three options available of which none really meets our requiries.... 

The currently available options are: 

- Read only 

- Add and edit within their organization 

- Add, edit and delete for all end users 

Our set up and processes would require to be able to add and edit end users not belonging to the same organization as our agents but not providing the right to delete end users. So the rights that would  meet our requiries would be somethin like: 

- Add and edit for all end users 

Would appreciate whether the ZenDesk developers might make that option available as well. 

Best regards. 

 

Hi community, 

Each month I have a list of customers (=organization within our ZenDesk Support instance; list available in Excel or *.csv) that need to be contacted to schedule the visit of our field technician. 

I would like to create a ticket for each organization that needs to be contacted.

All those tickets should be assigned to a specific group. 

The agents of the group shall take ownership of the generated tickets, find out the specific contact of the organisation whom to get in contact with to organize the appointment and get in contact with that contact to propose three options for scheduling the visit of which the customer shall confirm one. 

How might that be possible to raise tickets for an organization but without a specific contact for that organization? 

Looking forward for your suggestions how to solve that task with a lean, smart and quick to operate process. 

Best regards. 

Richard 

Hi Rafael, 

thanks for that feedback. 

Sadly at the moment we are still running on Professional plan even though our company is about to upgrade to Enterprise plan. 

As all our local admins do not have an IT background so we are not trained to work via the API even though one of our admins would be interested to get trained on working via the API as he has a background in Turbo Pascal in the late 1990s and is pretty interested in IT and coding. 

Looking forward to get that feature to work maybe even within Professional plan as that is considered to be kind of a standard in customer organization structure to have customers with several locations or units to be run under the roof of a headquater. 

Hi folks, 

We organize our organizations by customer locations as we mainly provide on site technical support on our companies products so the adress of the location is a key fact for the services we provide. 

So in our ZenDesk Support instance each physical location is an organization. 

Some of our customers are running several locations organized by a headquater. 

For some reasons it might be very helpfull for a bette overview to have a parent organization / child organization structure so that accumulated for the parent organization (=the headquater) we might see all issues refering to the child organizations (=locations the headquater is operating). 

We would appreciate having the option to embrace all the locations of a multi site customer under one parent organization. 

Would be an absolute improvement. 

Looking forward to get that! 

We are suffering similar challenges. 

Our standard out-of-office reply on personal mailboxes of our agents tells the recipent of the ooo-reply in urgent cases that refer to customers requests to get in contact with our general mailbox that is routed to our ZenDesk Support. 

When senders do so but keep the body of the ooo-reply within the body of their message by simply forwarding then the mail is catagorised to be suspended. 

Even worse in case the true sender of the mail is a known contact to our ZenDesk Support system or even a contributor or light agent. 

The filter should be empowered to be able to detect those cases and not to suspend the request in case the true root of the ooo-message is the personal mailbox of an agent or even an admin of the ZenDesk Support system.