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Dan Heintzelman
Joined May 13, 2021
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Last activity Oct 23, 2021
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Latest activity by Dan Heintzelman
Dan Heintzelman created a post,
I'm using the new team page to find all of the users who I want to "demote" from agent to "Light agent"
Once I run my filter, and click on a new user, I'm not brought to a new page, my current page loads with the user I clicked on. Perhaps this should default to target="_blank"
OR
Allow users to right click open in new tab
OR
Implement the ability to save filters
OR
All of the above. Thanks!
Posted Sep 09, 2021 · Dan Heintzelman
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Dan Heintzelman created a post,
Not sure if this is any use to anyone but I created a formula field in Salesforce that concatenates my Zendesk Domain with the ticketID that get's synced in, so that if I want to pull up Zendesk directly from the case record, I can do that from a report, or from a list view. First screen shows you what it looks like.
Type is a "Formula" field that returns TEXT.
The Formula looks like this:
HYPERLINK("https://{yourdomainhere}.zendesk.com/agent/tickets/" + Zendesk_Support_Ticket_ID__c ,"#" + Zendesk_Support_Ticket_ID__c + ": Click to open in Zendesk" , '_blank')
The current Zendesk/Salesforce Case Viewer component we use on the account object for viewing a collection of cases and their statuses, but we don't really interact with them there because it is a bit clunky. SF reporting is so powerful though so it's really easy for us to look at our cases from a report then use the link to open them (from a management perspective).
Posted May 13, 2021 · Dan Heintzelman
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Dan Heintzelman commented,
Not sure if this is any use to anyone, especially you, Nate, but I created a formula filed in Salesforce that concatenates my Zendesk Domain with the ticketID that get's synced in, so that if I want to pull up Zendesk directly from the case record, I can do that from a report, or from a list view. First screen shows you what it looks like.
Type is a "Formula" field that returns TEXT.
The Formula looks like this:
HYPERLINK("https://{yourdomainhere}.zendesk.com/agent/tickets/" + Zendesk_Support_Ticket_ID__c ,"#" + Zendesk_Support_Ticket_ID__c + ": Click to open in Zendesk" , '_blank')
The current Zendesk/Salesforce Case Viewer component we use on the account object for viewing a collection of cases and their statuses, but we don't really interact with them there because it is a bit clunky. SF reporting is so powerful though so it's really easy for us to look at our cases from a report then use the link to open them (from a management perspective). I'd like to see the integration evolve to either having the option to sync ticket comments (as mentioned previously) or as @... has said, a viewer on the case object, but maybe it would work better as a canvas/iframe into the actual ZD viewer.
View comment · Posted May 10, 2021 · Dan Heintzelman
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