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Denver CB

Joined Oct 16, 2021

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Last activity Jul 17, 2023

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ACTIVITY OVERVIEW

Latest activity by Denver CB

Denver CB commented,

Community comment Feedback - Ticketing system (Support)

Adding my vote to enable agents to rate our internal customers (who also happen to be agents themselves)

View comment · Posted May 05, 2022 · Denver CB

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Denver CB commented,

CommentWorkflow best practices and recipes

Hi everyone,

This is quite useful, thank you. I just wanted to understand better how this solution behaves:

1. If I am part of Group A, and I have a ticket 123 for which I need someone from Group B to do something first before I can complete ticket 123, I create child ticket 456, which will then get assigned to Group B via the trigger.

2. I need to know when Group B have completed doing ticket 456. Will I be able to see any updates despite the fact the the ticket is assigned to someone outside my group?

View comment · Posted Apr 20, 2022 · Denver CB

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Denver CB commented,

Community comment Q&A - Tickets and email

Hey Lindsey, saw some apps like this one -

https://www.zendesk.com/marketplace/apps/support/112689/attachments-plus/

However, the preview only works for image attachments.

View comment · Posted Apr 19, 2022 · Denver CB

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Denver CB commented,

Community comment Q&A - Tickets and email

^I second Oskar's sentiment above. Is there a setting that we can modify so that email addresses are included when we forward emails via side conversation? Bianca's reply certainly is not true for Google/Outlook emails, so I don't quite understand the privacy consideration angle. Thank you.

View comment · Posted Apr 19, 2022 · Denver CB

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Denver CB commented,

CommentHow to manage user access

Hi everyone,

Our company uses Zendesk and we have set up a group for each of the different teams (e.g. Inventory, Accounts, Customer Support, etc). Each user is set up to view only the tickets that are assigned to their groups so as to protect data privacy (e.g. only Accounts team should be able to see tickets with sensitive bank details).

Scenario:

Agent A from Customer Support group is working on Ticket 123. However, he needs Inventory to make stock available before he can complete Ticket 123, so he raises a side conversation child ticket 456 and assigns it to Inventory group.

Questions:

1. Since the child ticket is assigned to a different group, will Agent A still be able to see child ticket 456?
2. If he can, will other agents from Customer Support group also be able to see it, so that if Agent A is away, anyone from Customer Support can check the parent ticket, and see the status of the child ticket, and proceed as normal?

Thank you.

View comment · Edited Apr 19, 2022 · Denver CB

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Denver CB created a post,

Post Q&A - Tickets and email

Hi ZD Support/Community,

I just noticed that when we use the Forward via Email functionality in ZD, the original sender's email address does not show in the email that the recipient receives.

I have attached an example below. Theresa Steiner sent an email to our CS email address, which then got forwarded to Zendesk, and a ticket was created. In the ticket, Theresa's email is behind the hyperlink of her name.

I forwarded the email from Theresa Steiner to a 3rd party using the Forward via Email functionality in the ZD ticket, but the 3rd party only sees the name "Theresa Steiner" (no email address,and no hyperlink either) on the email that they received from me, thereby preventing them from being able to respond to Theresa directly because they dont have her email address! They end up responding to me, and so I then have to forward their response to Theresa myself!

Is there a setting that I can modify to allow the email address information to flow through in the forwarded email?

Much appreciated!

Posted Jul 07, 2021 · Denver CB

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