Heather Rommel
I love solutioning in Zendesk for different use cases. Working on Zendesk since 2015: Support, Guide, Chat, Talk, Explore (and Insights RIP).
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Last activity
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Activity overview
Latest activity by Heather Rommel-
Heather Rommel commented,
Hi John O, So glad to help! I think there's some weird stuff based on the account-set timezone vs you viewing it with your set timezone. I am pretty sure it adjusts. I would suggest pulling a ticke...
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Heather Rommel commented,
Hi John O! I usually use the built in Explore dashboard for Zendesk Support for this. The last tab, SLAs has some really cool stats in it, one of which is 'SLA target breaches by hour'. I bet you c...
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Heather Rommel commented,
Hi! This post should get you started: https://support.zendesk.com/hc/en-us/articles/4408886229146-How-can-I-hide-ticket-forms-based-on-a-user-s-organization-
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Heather Rommel commented,
Very excited about being able to resize the context panel!!! Do you happen to know if there are plans to do the same for the left-hand side of the ticket? We'd love to be able to expand or contract...
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Heather Rommel commented,
Hi Dave Smith, I believe this should get you started: https://support.zendesk.com/hc/en-us/articles/4408886229146-How-can-I-hide-ticket-forms-based-on-a-user-s-organization- Thanks!
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Heather Rommel commented,
As a quick fix (hope this works!!) I suggest adding the phone system email as a Light Agent if you have a plan that allows it. If not, be sure the phone system email is a user on Zendesk and mapped...
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Heather Rommel commented,
Hi Panning, Ryan I hear you! I have 2 options for you, the first kind of stinks. Option 1: In one of my instances, I had added a tag solve_comment_needed whenever a ticket was created and the re...
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Heather Rommel commented,
So glad to help Casey! Thanks for circling back!
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Heather Rommel commented,
Casey If there's no automation or trigger listed underneath all the first actions taken on the ticket, you might have the setting turned on to enable automatic ticket tagging which you might want t...
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Heather Rommel commented,
Unfortunately, no you can't create 2 tickets from 1 email unfortunately. In the use case you're describing, just thought I'd share that in the past, I've set up a system where the ticket goes from...