Ian Pylvainen

1. Email
2. How to solve issues with the email channel
3. Can I use an email alias, distribution list, or Google Group as a support address?

Hi, we use a Google Group to forward emails to our support site and that group address has an alias. When I send emails to the alias, they get forwarded to Zendesk and Zendesk clearly recognizes th...

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• Ian Pylvainen
• Created August 26, 2022 17:11
• 0 votes

1. Agent guide
2. ...
3. Ticket management
4. Creating views to manage ticket workflow

Hi, we'd like to create a view that shows both tickets hitting SLA soon as well as the ones that have already broken SLA. However, it seems that it's not possible to add conditions for checking "ho...

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• Ian Pylvainen
• Created June 25, 2021 13:42
• 0 votes

1. Agent guide
2. ...
3. Ticket basics
4. Zendesk Support search reference

Hi, is there a way to search for tickets that have specific users as followers? I used to be able use "cc:username" for this, but it doesn't appear to work correctly for follower tickets.

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• Ian Pylvainen
• Created March 02, 2021 18:57
• 0 votes

1. Community
2. Feedback - Ticketing System (Support)
3. Add ability to have hyperlinks in the ticket form

I'd like to add another vote for this - we'd like this as a way of adding context to questions, e.g. "please enter your version number, click here for an article on how to find your version number ...

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• Ian Pylvainen
• Created November 13, 2019 22:45
• 1 vote