Andrew Paterson
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Total activity84
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Last activity
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Activity overview
Latest activity by Andrew Paterson-
Andrew Paterson commented,
We have to use this method too despite the advice not to, all we want to do is add an internal note to the ticket when an automation has run so that the agent who picks the ticket up is aware of wh...
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Andrew Paterson commented,
This sounds like it could have a significant detrimental impact on how our teams work, in the email communicating this change you suggest that you also expect this when saying: 'To help minimise th...
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Andrew Paterson created a post,
Skills Routing Rules
It is currently impossible to assign Skills to newly created tickets if the routing rules are based on custom fields and the ticket is created via email, because triggers (even those with the Ticke...
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Andrew Paterson commented,
ThanksToby Sterrett, I was thinking of the former but the latter could also be a use case for us if it's possible (I didn't think that it was possible to tie a ticket to a org without specifying th...
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Andrew Paterson commented,
This functionality has made one of our high volume processes so much more efficient and less prone to human error. It works perfectly, thanks Toby Sterrett Selecting the Form is on the roadmap I se...
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Andrew Paterson created a post,
Conversation focus in Agent Workspace when Opening ticket
When you open a ticket in the Agent Workspace I think the focus of the conversation should be at the TOP of the latest message, not the bottom. (Currently it is at the bottom and if the last messag...
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Andrew Paterson commented,
Thanks Josef Prandstetter, that link doesn't seem to work for me though for some reason.
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Andrew Paterson created a post,
Selecting a Form
As the number of teams using our Zendesk instance grows the number of Forms we have also inevitably increases. Selecting the correct form when agents create a new ticket is really painful, there ...
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Andrew Paterson created a post,
More Views shown on the UI
Please could you allow an agent to have more than 12 views on the left hand side of the UI. Some agents need more and it's very inconvenient to have to keep going into the Manage Views list.
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Andrew Paterson created a post,
Editing Closed tickets
Closed tickets should be editable by an Admin and the time period until they auto-close should be able to be defined (or disabled). Tickets close too early for some business processes and when a ...