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Hervin
Joined Oct 16, 2021
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Last activity Jan 09, 2025
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Latest activity by Hervin
Hervin commented,
Josh, unfortunately there is no Schedule permission available for custom roles outside of the Admin role. We have documentation that goes over what permissions agents with custom roles can have and that setting is not listed. More info can be found here: Creating custom agent roles
Fiona, I apologize for this limitation but currently there is no way to set a holiday for modified business hours. The only option available with holidays is to set a certain day as closed. One option you have is to note ahead of time what days you will have reduced hours and modify the weekly schedule ahead of time (day or so before.) I know this is not ideal but is one way to preserve your metrics and business hours with little interruption.
View comment · Posted Jan 28, 2022 · Hervin
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Hervin commented,
First off, please accept my apologies for your experience so far. I understand it can be frustrating to not get a clear and timely answer to a question you have asked. I would be glad to provide some info in regard to your question about SLAs with those who reach out to Zendesk Customer Support.
Since we have moved to a messaging experience, you may be familiar with the initial self-service prompts that try to get you to a resolution quicker. When the question or issue needs a bit more attention, that's where our Advocates come in. Given the nature of your question, you may need to talk to an agent right away or you may be OK with getting a response later. For customers looking to talk right away, we try to prioritize responding to them within a few short minutes. For customers who can wait for a reply, we still value their time so we try to reply back initially in a few hours.
As far as complete resolution of a ticket goes, that's where things can start to vary. Given the urgency and complexity of a ticket, we understand that a ticket's resolution may be between a few minutes or a few days. One of the things we try to prioritize is setting appropriate expectations and keeping lines of communication open. In other words, if there's an issue that's taking longer to resolve, we want to share as much as we can about why that's so.
I hope this information is helpful!
View comment · Posted Jan 27, 2022 · Hervin
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Hervin commented,
Unfortunately there is no setting or anything along those lines available in Zendesk Support. If you have a support address added in your Email channel settings and that same email address is the requester on a ticket, the ticket will be suspended. If the original sender of a ticket is a unique end-user in your workflow, you may want to look into setting up an email redirect in your email client. Email redirects are different than forwarding in that redirecting preserves the header information so that the email appears to be from the original sender, not from address forwarding the email.
In order for these these tickets to avoid being suspended, you will either need to remove the support address that's set as the requester from your Email settings or somehow change the email address these tickets are coming from. I hope this information helps!
View comment · Posted Jan 26, 2022 · Hervin
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Hervin commented,
Thank you for that clarification. You are absolutely correct in this case that user tags are only added to tickets upon creation and if the user with tags is the requester. No tags are added from the user who is set as the assignee. My apologies for misspeaking there.
Sebastian, thanks for raising this alternative that would allow your system to automatically add tags associated with certain agents. This method would require at least a trigger for each agent that would require "their tag" to be added to a ticket and each trigger would have to have a condition that makes sure that no other "agent tag" is on the ticket either.
View comment · Posted Jan 11, 2022 · Hervin
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Hervin commented,
My apologies as I could have been a bit more clear and specific in my last reply. You can specifically use the
{{ticket.assignee.tags}}
placeholder in the subject or email body under any of the email actions for triggers or automations. There are no business rule conditions for user tags.That being said, user tags automatically apply to the ticket if an agent with user tags is assigned or if the requester has user tags as well. In other words, you can use the condition
Tags | Contains at least one of the following |
and include user tags there. View comment · Posted Jan 11, 2022 · Hervin
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Hervin commented,
Agent/assignee tags can absolutely be added to a ticket if we're talking about including that information via placeholders. For example, if you wanted to create a trigger email notification that includes the assignee tags (instead of all tags on the ticket) - that's one way you can leverage this placeholder. For a data object like assignee tags, you would typically use these in business rules that include but are not limited to triggers, automations and macros.
View comment · Posted Jan 11, 2022 · Hervin
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Hervin commented,
That is a good question! Looking into this, I'm getting a bit of a yes/no answer. When going to create a macro with an action to start a side conversation, once you select an option (ex. Side conversation via email) - you are unable to select that option again when adding an additional action. That being said, there is no restriction on adding a different kind of side conversation. In theory, you could set up a macro that allows you to create a side conversation via email and then one via child ticket at once. You will only see one of the side conversations pop up at once; however if you click on the "+" sign by "Side conversations" on the ticket and select the option that didn't automatically pop up, you will see the other side conversation created by the macro.
I hope this gives you an option that can work for your team!
View comment · Posted Jan 10, 2022 · Hervin
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Hervin commented,
That's a great question. One good quote from this article is, "Workspaces are for recommendations, not restrictions."
When it comes to setting a ticket form in a contextual workspace, you will only have the option to select the ticket form that agents initially see when using that workspace. There is no option to limit what ticket forms agents see via contextual workspaces. In other words, agents will be able to see all 10 active ticket forms while working on a ticket.
I hope this information helps!
View comment · Posted Dec 23, 2021 · Hervin
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Hervin commented,
In doing a bit of testing on my own account, I found that the behavior you experienced with user mapping appears to be expected. I created a new organization and set up user mapping for a domain in which I had a number of verified users, and I was able to replicate this across different organizations I created.
It appears that this article does not give a hard limit to the situations that users will automatically be added to an organization, and I think that can be clarified in the text. It seems that user mapping will automatically add verified users when a domain is added to an organization, If the user is unverified, they will not.
View comment · Posted Dec 22, 2021 · Hervin
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Hervin commented,
Thanks for creating such a detailed post. Reading over your inquiry makes sense and hopefully I'll be able to be of service to you.
One thing I have to note right away is that Zendesk does not support the use of shared mailboxes. Non-standard email clients are not supported due to the added complexities of routing and the issues that come up while troubleshooting. I apologize that this runs against this potential workaround you've found in leveraging a Microsoft365 shared mailbox to redirect emails to create tickets in separate Zendesk Support accounts. More information on this limitation can be found here: Can I use an email alias, distribution list, or Google Group as a support address?
With that being said, I understand that you wish to be able to have an end-user submit an email to two different support addresses to create two different tickets. Since there are hard limitations in this workflow, like the article you mentioned about sending one email to create two different tickets, in addition to issues with shared mailboxes - I think the best workaround would be to change your admins'/agents' workflow instead of creating different Zendesk accounts.
I understand that changing business practices for your end-users may be difficult since you mentioned it is common practice in your company to send one email to several different addresses at once and have their different needs addressed appropriately. One thought here would be to ask your users to change this practice if they have a request that goes to different parties.
Another idea might be to have agents in your Zendesk Support manually monitor and assign tickets as they come in, kind of like ticket triage. That way, they can keep an eye out for any incoming tickets that have requests for more than one group. If there are two requests, perhaps they can manually create a ticket and assign it to the right group for the requester.
I apologize for these limitations in working with Support and email, but I hope this information is helpful nonetheless.
View comment · Posted Dec 22, 2021 · Hervin
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