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Derek Rhodes's Avatar

Derek Rhodes

Joined Nov 17, 2021

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Last activity Nov 17, 2021

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Latest activity by Derek Rhodes

Derek Rhodes commented,

CommentExtending Zendesk

I tried this app out in my organization. Had to uninstall as the requirement to have the two custom fields on each and every ticket form does not suit our environment.

Use Case:

We have 3 separate departments (or Groups) that utilize Zendesk as a ticketing system, each with their own ticket forms applicable to the type of requests they receive. We only want to use the time tracking app in one of those Groups and have it only be visible to agents in that Group.

Setting up the app, we had added the two time tracking custom fields to each ticket form in our Zendesk environment and had configured the app to only be accessible to one Group. With that said, it works for the one Group that has access however the other Groups see the two custom fields on the agent view.

Seems like an all-or-nothing type of solution.

View comment · Edited Nov 17, 2021 · Derek Rhodes

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