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Jill Bragg

Joined Aug 15, 2022

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Last activity Sep 26, 2024

Zendesk Luminary

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ACTIVITY OVERVIEW

Latest activity by Jill Bragg

Jill Bragg commented,

CommentGeneral questions and issues about tickets

If I have an agent in multiple groups and try to auto assign a ticket to them via triggers it assigns it to them under their default group, not the group that the ticket was actually opened with. Not sure if this is by design or if I’m doing something wrong. Is there any way to auto assign them the ticket in whatever group the ticket currently lives?

View comment · Posted Sep 26, 2024 · Jill Bragg

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Jill Bragg created a post,

Post Feedback - Ticketing system (Support)

When some end users reply to tickets via email they have images in their email signatures. Is there any way to strip those out before posting them in the ticket? Redacting them manually wouldn’t be feasible, but I was curious if anybody else had run into this or knew of a way to remove them programatically.

For some background, this would only apply to a specific subset of tickets, and we would still want customers to be able to add these attachments via email. The issue is that we have a webhook that should only get hit when a .csv is attached. Since there’s no way to restrict the file types customers can submit as attachments though this causes some issues. So just wondering if anybody had any ideas. Thanks!!

Edited Aug 05, 2024 · Jill Bragg

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Jill Bragg commented,

Community comment Feedback - Ticketing system (Support)

Hey team,

Any chance this has made it onto any roadmaps? This would be a really useful feature, and I'm having agents reach out about it as well.

View comment · Posted Jul 31, 2024 · Jill Bragg

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Jill Bragg commented,

Community comment Q&A - Help center and community

Perfect! Thanks so much for your help Thomas.

View comment · Posted Jun 25, 2024 · Jill Bragg

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Jill Bragg commented,

Community comment Q&A - Help center and community

Hi Julio,

Is this still a limitation, or is there another way now without using condition ticket fields? I'm trying to do pretty much the same thing as Zach. We need the subject & description fields (as well as the description hint) populated with certain text only when one specific dropdown value is chosen on one of our custom fields. Is there anything that can be added/edited in the code below to make that work?

document.addEventListener('DOMContentLoaded', function() {
if (window.location.href.indexOf("formIdGoesHere") > -1) {
     document.querySelector('#request_subject').value = "CNAM Update Test";
     document.querySelector('#request_description').value = "Please attach your CSV using the template linked below.";
        document.querySelector('#request_description_hint').innerHTML = "Click here for CSV template";

I've looked through other posts in the community & on Zendesk's knowledge base but haven't been able to find anything that works. Any help would really be appreciated. Thanks!!



 

View comment · Posted Jun 21, 2024 · Jill Bragg

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Jill Bragg commented,

Community comment Feedback - Ticketing system (Support)

A couple of our teams primarily use side conversations when working tickets too, so this is something we're really needing. Right now we're not able to give them or their managers an accurate read on the work they're doing every day. 

View comment · Posted May 29, 2024 · Jill Bragg

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Jill Bragg commented,

CommentGlobal security and user access

Agree with Rudolph & Karl. We have hundreds of agents, so it's not even an option for us, because it's so expensive. The fact that this functionality should be included makes it worse. I could easily pull what I need in a few minutes versus opening a support ticket and having to wait hours for help. There's no need to burden Zendesk's support team with tickets when your customers could get what they needed themselves.

View comment · Posted Apr 03, 2024 · Jill Bragg

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Jill Bragg commented,

Community commentAnnouncements

Hey team,

May or may not be related to this update but I found another broken link: https://support.zendesk.com/hc/en-us/articles/4702985595162. I clicked “Enabling search across multiple help centers” on this page, & it says the page doesn't exist. Thanks!!

View comment · Posted Mar 28, 2024 · Jill Bragg

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Jill Bragg commented,

Community commentZendesk AI EAP - Generative AI

Hola Natalia,

¿Has visto este documento de soporte? No tenemos esto habilitado en nuestra cuenta, por lo que no puedo brindar mucha información, pero este podría ser un buen punto de partida si aún no ha tenido la oportunidad de revisarlo.

Jill

View comment · Posted Feb 28, 2024 · Jill Bragg

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Jill Bragg commented,

Community comment Q&A - AI and automation

Hey Danilo!

Have you seen this Zendesk doc on Bump Bump Solve? I'd give it a read if you haven't already. It'll walk you through the setup, & it seems pretty spot on for what you're needing.

Jill

View comment · Posted Feb 21, 2024 · Jill Bragg

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