Tobias Hermanns

1. Zendesk updates
2. Announcements
3. Announcing new in-view filtering capabilities

We got the same feedback around the team, agents see too much free space before see the real work and need scroll more...Please adjust button location to right site under "Action" and filter it / e...

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• Tobias Hermanns
• Created August 23, 2022 14:43
• 4 votes

1. Zendesk updates
2. Announcements
3. Announcing custom ticket statuses

Hi, Is there a way to modify the color of red, it overlaps too much with SLA red, and our Agents are confused that "red open" now means "SLA breach". Thanks. Tobias

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• Tobias Hermanns
• Created January 18, 2023 12:49
• 3 votes

1. Zendesk updates
2. Release Notes
3. Release Notes Through 2022-08-12

Same for us, we see EAPs, Feature Changes, Design changes (Macro Button) whatever, but this notes lacking extreme for Support changes or hidden roll outs.

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• Tobias Hermanns
• Created August 16, 2022 07:41
• 2 votes

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Feature Request: Reporting on Article Labels in Explore

Hi,   is there any update here on the roadmap, we also urgently need this ability here? Thanks.

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• Tobias Hermanns
• Created June 01, 2022 14:11
• 2 votes

1. Zendesk updates
2. Announcements
3. Announcing custom ticket statuses

workaround for me:Creating Dynamic Content with "English only" and the letters O, P, H, N, S Add these placeholders and replace the default zd placeholder for Agents. The views looking much better ...

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• Tobias Hermanns
• Created January 19, 2023 09:39
• 1 vote

1. Zendesk updates
2. Announcements
3. Announcing filtering the audit log by the Item column

How to filter based on a "ITEM" For example I want find out which agent mis-linked the user to a wrong organization, so I want display "Item" -> Username and get a list of changes for this user (Or...

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• Tobias Hermanns
• Created December 08, 2022 11:14
• 1 vote

1. Zendesk updates
2. Announcements
3. Announcing content tags for articles and posts

Will such tags / can such tags influence answer bot building or result now or in future?i.e. we tagging it: "Setup, Install" Ans Answer Bot can ask do you want "Setup or Install" and based on click...

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• Tobias Hermanns
• Edited October 26, 2022 22:33
• 1 vote

1. Community
2. Feedback - Ticketing System (Support)
3. Initial feedback on the Agent Workspace

Hi, please add us too for feedback. Thanks. Tobias

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• Tobias Hermanns
• Created May 30, 2022 09:21
• 1 vote

1. Community
2. Feedback - Ticketing System (Support)
3. Side Conversations - Microsoft Teams Integration

HI David,   i found it yesterday too and add myself here, thanks!   Tobias

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• Tobias Hermanns
• Created February 24, 2022 10:20
• 1 vote

1. Zendesk updates
2. Announcements
3. Announcing dynamic content for Unified Agent Status

Hi!Why isn´t it possible to have a different DC based on Agent Views (Column) and the Status Change selector (Dropdown)? I want our Agents to see some short notice like "O" for Open and "P" for Pen...

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• Tobias Hermanns
• Created February 01, 2023 15:58
• 0 votes