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Josh Kelly

Joined Apr 16, 2021

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Last activity Feb 25, 2022

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ACTIVITY OVERVIEW

Latest activity by Josh Kelly

Josh Kelly commented,

CommentSecurity and user access in Zendesk Support

Brett Bowser question concerning your post earlier:

Hey Richard,

The suspended request would need to be manually recovered but any future requests would be created normally.

Let me know if you have any other questions!

According to https://support.zendesk.com/hc/en-us/articles/4408828416282, the behaviour you mentioned is a bit different. I've quoted the relevant portion below:

Solution:

The user will be prompted to register for access (see Permitting only users with approved email addresses to submit tickets). Once the user has registered, their Suspended ticket will turn into a Support ticket without any action from an Admin required.

 

I can see the edit date of that article is more recent than your post here, but I just wanted to resolve the conflict between the information.

View comment · Posted Feb 25, 2022 · Josh Kelly

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Josh Kelly commented,

CommentBusiness rules

Is there a setting to enable Schedule settings for custom roles outside of Administrator?

View comment · Posted Jan 19, 2022 · Josh Kelly

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Josh Kelly commented,

Community comment Feedback - Ticketing system (Support)

Echoing all previous posts, Prodigy would love this setting - I can't think of a reason this would be on by default, why would a customer care if their issue has been merged together?

As it stands, the setting being on by default just confuses end users when it is not unchecked, and just adds 2 extra clicks for every ticket which consistently doubles the time it takes to slim out duplicate tickets. We run into this between 50-100 times every day.

I would love to see any efficacy report that shows having this setting enabled is the preferred state for most businesses.

View comment · Posted Mar 30, 2021 · Josh Kelly

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