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Jason Paterson

Joined Oct 16, 2021

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Last activity Jul 04, 2023

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ACTIVITY OVERVIEW

Latest activity by Jason Paterson

Jason Paterson commented,

Community comment Feedback - Ticketing system (Support)

Agreed. I swear that Zendesk used to behave this way natively but maybe I just have bad memory. Tickets opened as followup to Closed tickets should definitely retain the group if not the assignee. We can work around it with triggers and tags, but when you have a long list of groups and intake emails, it's difficult to manage this way. 

View comment · Posted Jul 04, 2023 · Jason Paterson

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Jason Paterson commented,

Community comment Feedback - Admin Center

I get what you wanted to achieve but I feel like admin is now split in half between the Support page and the Admin center. If I want to remove agents, I now have to find them in the Admin Center > Open in Support > Change to End User > Go back to Admin Center > Look for next agent. There's a lot of this flip flopping with user management. I also can't "export" a list of agents or users from the Admin Center, which is a bit of a nightmare. 

View comment · Posted Aug 23, 2022 · Jason Paterson

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Jason Paterson commented,

Community comment Feedback - Ticketing system (Support)

Agreed. I have two ingress emails for our helpdesk. One is for normal tickets, one is for urgent issues. Occasionally someone will email an urgent issue to the normal email and CC the urgent email. Currently there's no way to trigger on that. 

View comment · Posted Jul 11, 2022 · Jason Paterson

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Jason Paterson created a post,

Post Feedback - Help Center (Guide)

We use Zendesk both for communicating with the public and for internal tech support ticket submissions. I want to set up a publicly accessible Help Centre using Zendesk Guide for Internal tech support, and while I don't necessarily care who logs in to it - I don't want just anyone with a Hotmail account submitting tickets. What I'd like to be able to do is restrict ticket submission by Brand, so that the tech support Brand can only receive tickets from X while the customer service Brand can receive tickets from anyone. 

Posted Dec 07, 2021 · Jason Paterson

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Jason Paterson commented,

CommentTicket customization

What I would like to do, and it doesn't quite seem to be covered here, is to link to a form from a Section link on the homepage. I've created two sections, one called "Submit a Ticket" and one called "Report an Outage", and would like each to point to their own form. Right now they just open the blank section page. I'm using the Copenhagen theme. 

View comment · Posted Dec 02, 2021 · Jason Paterson

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Jason Paterson commented,

CommentTriggers and automations

Ideally I'd like the app (or Zendesk) to be able to set it to auto-assign to the agent when they first reply to a ticket, similar to how this trigger works. The only problem I have with the trigger is when I open a ticket, reply to the user, and then want to assign the ticket to someone else all on the first submit. The trigger still assigns it to me, so I need to go back in and reassign it again.

View comment · Posted Jul 23, 2021 · Jason Paterson

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Jason Paterson commented,

Community comment Feedback - Help Center (Guide)

We started using Zendesk for our IT team, taking tickets from the company. We have since added more departments (like our call center) in to Zendesk. At this point we want to move to Help Center, but if these agents and light agents cannot submit tickets through it, there's not a lot of point. I'll be forced to look at developing an external web form that submits tickets via the API, or asking if I can create a secondary instance so our IT team can accept tickets from non-IT staff. 

+1 to allowing Administrators/Team Leads/Agents/Light Agents to also submit tickets. 

View comment · Posted Mar 05, 2020 · Jason Paterson

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Jason Paterson commented,

Community comment Feedback - Ticketing system (Support)

Jake, It's been one year (less a week) since you last mentioned the round-robin functionality, and that we could review it again after some other things were implemented. I'm wondering where this one stands. 

View comment · Posted Jan 10, 2012 · Jason Paterson

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Jason Paterson commented,

Community comment Feedback - Ticketing system (Support)

I've been looking into a way to auto-assign tickets to agents as well. Preferably in a round-robin type method. Seeing as the last update here was in January, can we get a status update on auto-assigning tickets as they are created to a the next person in a custom list of technicians?

View comment · Posted Nov 11, 2011 · Jason Paterson

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