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Emil Susort

Joined Oct 22, 2021

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Last activity Apr 15, 2024

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ACTIVITY OVERVIEW

Latest activity by Emil Susort

Emil Susort commented,

CommentEnd users and organizations

So if you are on a professional plan and the checkbox Enable Organizations list is not checked (default=on) and you want to re-enable it again for agents and not only admins you are not able to enable it again because you do not have access to custom roles in the professional plan?

View comment · Posted Apr 15, 2024 · Emil Susort

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Emil Susort commented,

Community comment Feedback - Ticketing system (Support)

In our case it would go to a real time manager, problem manager or customer responsible person. Those people are usually agents or light agents in Zendesk.

View comment · Posted Mar 12, 2024 · Emil Susort

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Emil Susort commented,

Community comment Feedback - Ticketing system (Support)

Most effective is usually SMS, but as this is not for an urgent matter Email usually works fine.

View comment · Posted Mar 11, 2024 · Emil Susort

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Emil Susort created a post,

Post Feedback - Ticketing system (Support)

We handle a lot of tickets every day. If we get a lot of tickets with X category selected within X days we would like to have a notification sent.
Currently there is no way to count number of tickets in a trigger but you can use the api to count number of tickets in a view.
A similar scenario is solved by using Zapier and Slack

Posted Mar 04, 2024 · Emil Susort

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Emil Susort commented,

CommentCustomer portal

Is there a way to add other conditions for end users to be able to mark as solved?
We have an issue where end users are closing our changes that are not completed internally.
Change is not part of the default type field. It would be nice to add a condition for a custom ticket field option or ticket form.

View comment · Posted Sep 06, 2023 · Emil Susort

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Emil Susort commented,

Community comment Developer - Zendesk APIs

Jacob Bailey

Thank you for your input. Do you have any more info on how the configuration is done in Service now?

View comment · Posted Apr 11, 2023 · Emil Susort

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Emil Susort commented,

CommentEnd users and organizations

Hi Brett,
Let me try to elaborate my question;
We would like to generate reports about a users tickets even after we have deleted the user.

i.e, the user is deleted, some time later we want to see the tickets to that user. Would we be able to create a query in Explore showing all tickets with filters "requester" is "Deleted user A" ?

View comment · Posted May 06, 2022 · Emil Susort

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Emil Susort commented,

CommentEnd users and organizations

Are you able to find the deleted users tickets through a explore report ?

View comment · Posted May 05, 2022 · Emil Susort

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Emil Susort created a post,

Post Feedback - Reporting and analytics (Explore)

Currently there is now way to display tags in one cell. This is confirmed by Zendesk support.

Impact:
When exporting large queries with tags in columns the rows will duplicate for each tag making the export and table in explore much harder to read and analyse 

Posted Apr 12, 2022 · Emil Susort

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Emil Susort commented,

CommentReporting for Chat

Is there a way to use this dashboard on a separate display/computer without having to log in to my own user on that computer/display? Some sort of dashboard display user that does not require a license.

View comment · Posted Apr 11, 2022 · Emil Susort

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