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Greg S.

Joined May 16, 2021

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Last activity Jun 13, 2024

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ACTIVITY OVERVIEW

Latest activity by Greg S.

Greg S. commented,

CommentEnd users and organizations

Brandon (729)
I've been using the Ticket Field Manager App for other fields for quite a while, and I'm having zero luck getting it to actually work to restrict access to the Tags field.  Based on its configuration it should be as easy as adding "Tags" to the Hidden Form Fields section, but that doesn't appear to be working for our environment.  Any ideas?

View comment · Posted Mar 07, 2024 · Greg S.

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Greg S. commented,

CommentEnd users and organizations

I came here with the exact same question as Frédéric.  The core purpose Tag Locker has for our business is to hide the native Tag field from agents entirely.  We already use numerous Custom Fields to fill in tags as appropriate, but being unable to hide the native field means agents will be able to add whatever tags they want to the case which will cause issue with some of our metrics.

I'd like to know how we will still be able to restrict our agents from adding whatever tags they would like once the TAG LOCKER app has been disabled.

View comment · Posted Mar 01, 2024 · Greg S.

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Greg S. commented,

CommentMetrics, attributes, and filters

Do Zendesk Talk call recordings attached to the support case count as public replies?

We have a standard of emailing a recap to our customers after a phone call ends that covers what was found and what was done to resolve the issue.

For example:
Customer emails in a ticket or submits a ticket via web form
Agent calls customer, determines issue and resolves it on the phone, and the call is recorded and attached to the case.  While the call recording is private, the call itself was public with the customer.
Agent emails customer recap and solves case.

View comment · Posted Apr 20, 2023 · Greg S.

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Greg S. commented,

Community comment Feedback - Ticketing system (Support)

This would also improve the ability to provide a CSAT survey to the customer with better context as to why they're receiving it.  It's surprising how many customers click the "Yes this resolved my issue" link and then get upset when their case is closed because their issue isn't actually resolved.

View comment · Posted Apr 20, 2022 · Greg S.

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Greg S. commented,

CommentAdditional ticket channels

Is it possible to merge Messaging based tickets?  I'm not seeing the option for Merge unless the ticket has another communication channel used (for example the Email channel).

View comment · Posted Jun 30, 2021 · Greg S.

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