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Christopher Thomas
Joined Oct 22, 2021
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Last activity Oct 22, 2021
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Latest activity by Christopher Thomas
Christopher Thomas commented,
It wouldn't circumvent paying for an agent. They still wouldn't have access in any real functional way any more than manually adding a CC. You can get around this lack of user support that Zendesk seems to enjoy by locking down the light agents - add your end users into the light agent role (free and unlimited) and allow them to only see their tickets - now you can create a trigger based on the light agent. That being said, I find article after article after article with people upon people asking for the same things. Printing help articles, adding triggers, etc. with very rarely anyone actually solving a problem that involves a lack of features. We asked about the screencast function when we saw that current company was shutting down and were assured that they were actively pursuing a replacement. Is there a replacement? Of course not! If we ran our tech support and customer service in this fashion we would be in deep trouble and people would be losing their jobs! Personally, we've been looking for an alternative.
View comment · Posted Sep 22, 2015 · Christopher Thomas
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Christopher Thomas commented,
I'm not sure where you have the requester set as a school but the requester would be a teacher, administrator, student, or sales rep in our case based on end user name via SSO. As I stated earlier, we automate adding users to organizations but this is based on the email address. A school district often shares one email domain across multiple schools. For example, Los Angeles Unified School District uses @lausd.net for many of their schools (over 400 of them) employing over 40,000 teachers. Currently we use an organization of District name - with the rule to add users from @schooldistrict.edu but again, this puts them into a large pool and makes it difficult to generate reports to see which particular schools are having issues and may need additional support, training, etc. Granted, this is an extreme case where they are the second largest school district in the county but I think you see my point. Even a smaller school district with only 25 schools would create several hundred end users. We have the upgraded Zendesk plan but multiple organizations won't help when you have to manually add them.
Regardless of what is above in our thread this is off topic either way. Our point was that you cannot trigger to add a CC for a user who is not an agent not about tagging within organizations.
In a short response to what you have above I will simply say this. I don't see how changing the requester would help in this instance. The requester would be an end user which would still mean that we would need to tag each user to an individual school. It still leaves us unable to build a trigger around a custom text field in the ticket. And, even if we added every school ID to a custom dropbox (which can be used in triggers) it wouldn't really matter because we still cannot add end users to the CC trigger. We would instead need to make them all light agents compromising our Zendesk as far as I can tell.
View comment · Posted Apr 08, 2015 · Christopher Thomas
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Christopher Thomas commented,
If I am misunderstanding then I apologize but I see two things here which could cause an issue.
- Requester:School>is>XXXX - This is a custom text field which cannot be used in a trigger. Also, this is an end user field and so it isn't always a static response. For example Johnny Walker Elementary School could be JWES, JW Elem Sch, etc. For this reason I added the agent field of School ID. The fact that JWES = 123456 on our end is static and I wanted this field so that we could link to SalesForce more efficiently as well. However, this is a text field as well and cannot be used in a trigger. I understand that we could use a dropbox but it wouldn't be realistic to do this because of the sheer number and schools being added daily would require a lot of maintenance.
- Using a custom field per user. We use SSO and adding a custom field per user (keeping in mind we would editing in the thousands) would require a daily combing through to see if any new users were added and then add the field to any we find. Not even sure if there is a capability to filter by users who do not have the field defined?
Am I understanding correctly?
Thank you
View comment · Posted Apr 07, 2015 · Christopher Thomas
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Christopher Thomas commented,
That is a good article and a decent work around. However, in our own zendesk we deal with schools. The schools are typically setup within districts and share the same email domain. We deal with IT contacts in each of the schools and so we need to add the IT contact, from a particular school, to each of the tickets created by that school not the organization. I tried to put in a custom field so that we could use a unique identifier and then add a trigger but alas, you cannot trigger off a field with fill in content. So, we have had to make each of the end users "light agents" and compromise our ticketing system to get around the issue. When people ask for functionality it isn't typically frivolous. It's because they need the functionality in order to implement tickets in the way that best work for their helpdesk.
My point, stated again, is that when people talk on the forums your developers should listen. For years I have watched forums requesting features and for years I have watched them get ignored. If you are able to type an email address, for a user who isn't even a registered Zendesk user, into the ticket CC field then there is no reason this can't be true in an trigger as well. This is a simple case of "Oh, the user community wants ...........? Hmmm, no I don't feel like what the user community wants is a priority."
View comment · Posted Apr 07, 2015 · Christopher Thomas
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Christopher Thomas commented,
I find it truly astonishing how many times I read a post where hundreds of people are all looking for the same functionality and yet it is rarely added. I really don't see what would be so difficult in allowing someone to type in an email address to have it add to the cc list. For a customer driven product you do a very poor job of listening to your customers.
View comment · Posted Mar 27, 2015 · Christopher Thomas
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