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Rhys Edlin

Joined Jan 28, 2022

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Last activity Nov 04, 2022

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Latest activity by Rhys Edlin

Rhys Edlin commented,

Community comment Feedback - Reporting and analytics (Explore)

Bumping for an update to this.

I also have contacted ZD Support and am told there is no way for an admin to see dashboards which have not been shared with them.

Surely the mapping between User/Owner and DashboardID/DashboardName is in a database, or accessible through the API somewhere.

Rusty Wilson agree with your security related scenarios also.
I'm at the point where I'm temporarily reactivating accounts in order to log in as them to see if the dashboard I am looking for is theirs. It's a whole bunch of guess work and I am yet to find it.

View comment · Posted Nov 04, 2022 · Rhys Edlin

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Rhys Edlin commented,

Community comment Q&A - Tickets and email

I ended up blocking the element using AdBlockPlus

View comment · Posted Aug 22, 2022 · Rhys Edlin

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Rhys Edlin commented,

CommentGeneral questions and issues about tickets

I have had success with the below, however sometimes our agents have tickets where they are the requester AND the assignee, so in this case, if that agent tries to set the status of that ticket to anything other than solved, it reopens the ticket. This was resolved by adding (under the ALL conditions) - Requester IS NOT (assignee).

Therefore if _another_ agent replies (either in Zendesk itself or via email) to a ticket which is assigned to you (and that ticket is on hold or pending), it will reopen that ticket, but if you reply to your own tickets this trigger will not hit.

Final setup:

  1. Under Meet ALL of the following conditions:
    • Ticket | Is | Updated
    • Requester | Is | (current user)
    • Current user | Is | (agent)
    • Status | Not changed to | Solved
    • Requester | Is not | (assignee)
  2. Under Actions:
    • Status | Open

View comment · Edited Jul 19, 2022 · Rhys Edlin

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Rhys Edlin commented,

CommentTeam members and groups

Hey team,

Is there an easy way to check if any business rule is linked to the group you are about to delete?  Or do you have to go into each type of business rule and manually check each rule for that group?

Deleting a group has implications of course. Any business rules you set up using the group you deleted will no longer function properly...

View comment · Posted Feb 08, 2022 · Rhys Edlin

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Rhys Edlin commented,

Community comment Q&A - Tickets and email

Hi, thanks for getting back to me. This post was option 2, so I'm likely going to go around in circles. Is this a known issue?

View comment · Posted Jan 30, 2022 · Rhys Edlin

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Rhys Edlin created a post,

Post Q&A - Tickets and email

Hi team,

We have an issue in Chrome and Edge, which presents as follows:
Users are unable to select elements in the top left corner of screen. Observe the cursor remains as a pointer, whereas a selectable element will produce a hand symbol.

Opening DevTools, I can see there is an iframe with id="web-messenger-container", which appears to be a Zendesk Sunshine? addin - https://docs.smooch.io/guide/web-messenger/ 



Hiding this iframe in Dev Tools lets the user select things underneath that iframe



How do we permanently disable this from loading?

 

 

Posted Jan 28, 2022 · Rhys Edlin

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