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Colina Insurance Limited

Joined Oct 16, 2021

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Last activity Apr 11, 2023

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ACTIVITY OVERVIEW

Latest activity by Colina Insurance Limited

Colina Insurance Limited commented,

CommentCustomer management and profiles

It appears that based on the responses above that they have removed the functionality from the lower level plans. In my mind agents having the ability to create proactive tickets would be needed functionality in ALL plans but I guess their current viewpoint is different. Hopefully they review this in the future and restore the functionality.

View comment · Posted Jul 15, 2022 · Colina Insurance Limited

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Colina Insurance Limited commented,

CommentCustomer management and profiles

Correction - create tickets to new end users without being able to search all tickets

 

View comment · Posted Apr 25, 2022 · Colina Insurance Limited

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Colina Insurance Limited commented,

CommentCustomer management and profiles

Lori Anne Graziano I have the exact same issue and I am searching for an answer as well.

Perhaps someone from Zendesk can confirm how to allow agents to create tickets but not be able to see all tickets. We have several departments that use Zendesk and it is not appropriate for all Zendesk users to be able to search all Zendesk tickets

View comment · Posted Apr 25, 2022 · Colina Insurance Limited

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Colina Insurance Limited commented,

CommentBusiness rules

Hi. We are using the NOtify Requester of New Proactive ticket trigger, but for some reason the group, an consequently email address, that appears to the requester is not correct. FOr example, if an Agent in group Apples creates a proactive ticket, the requester has a reply to of group Oranges. How can this be fixed? Thank you

View comment · Posted Sep 16, 2021 · Colina Insurance Limited

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Colina Insurance Limited commented,

CommentTicket management

Thank you for your response. She only has one email address in her profile and is only a member of one group.

Let's say she is a member of group apples. When a proactive ticket is created the header of the ticket says Jane Doe (Bananas) <bananas@company.com>. What should appear if Jane Doe (Apples) <apples@company.com>

How can I fix this? Thanks in advance

View comment · Posted Sep 14, 2021 · Colina Insurance Limited

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Colina Insurance Limited commented,

CommentTicket management

We have multiple support addresses in our instance, however agents are assigned to one address (group). HOwever Jane, who is a member of supportA@email.com has her proactive requests appear to come from Jane (supportB@email.com). How can we correct this?

 

View comment · Posted Aug 26, 2021 · Colina Insurance Limited

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