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Viktor
Joined Oct 27, 2021
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Last activity Apr 22, 2024
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Latest activity by Viktor
Viktor commented,
Hi,
This is something that would increase the handling times with the possibility to add external requesters. Same as you can already to in Side conversation E-mail.
It's often you have requesters (end users) with similar mailadresses and names which takes even more time to search for them and start a new ticket.
View comment · Posted Jan 09, 2024 · Viktor
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Viktor commented,
Agree with all above. This is a great feature but not possible to use if it's implemented on all groups / Agents in Zendesk.
We need to be able to set specific Custom statuses for specific groups.
View comment · Edited May 04, 2023 · Viktor
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Viktor commented,
Hi
Just came across this thread and there is still a way to assume another agent as admin.
Go to Groups search up one of the groups you know the agent is in, open that group in a new window (holding down ctrl + click on it, or right click open in new window). This will open the old group page and if you hold the mouse on the agent you want to assume you see the assume button.
View comment · Posted Jan 09, 2023 · Viktor
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Viktor commented,
Hi!
I saw this and thought about a test I have been doing with encoding.ID.
You could if you have added [{{ticket.encoded_id}}] to the Subject add the same encoded_id to your E-mail from outside of Zendesk. However that message will be presented as internal note sometimes when the sender is not a part of the conversation.
Don't forget to add [ ] around {{ticket.encoded_id}} in subject.
Then you can try to send an e-mail into that ticket as long as you add the same ID in subject.
So I managed to send into an existing ticket with {{ticket.encoded_id}} then adding #assignee and #solved for example.
View comment · Posted Nov 17, 2022 · Viktor
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Viktor commented,
I heard this is being worked on and is planned to be released Q4 or Q1 2023. We realy need this!
View comment · Posted Sep 05, 2022 · Viktor
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