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Regina Giuliani
Joined Feb 15, 2022
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Last activity Jun 18, 2024
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Latest activity by Regina Giuliani
Regina Giuliani commented,
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Regina Giuliani commented,
+1 We could use this as well. 30 tickets to a page view and all the white space... very limited.
View comment · Posted Mar 20, 2024 · Regina Giuliani
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Regina Giuliani commented,
+1
View comment · Posted Mar 14, 2024 · Regina Giuliani
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Regina Giuliani commented,
+1 WRO Jacuk-Zurak, Marta comment. We are pulling CSAT Star rating into a numeric field. We want to use a trigger to create a tag for the different star values so we can segment them in separate Views or not display in a View. We would love a way to be able to do this. Now we have agents open all survey reply tickets and use a Macro to tag the tickets. We'd love to have those tags set via a trigger so we can remove tickets from the work flow (tickets not needing to be touched or shown in the Views) and save resource(s) time.
View comment · Posted Sep 28, 2023 · Regina Giuliani
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Regina Giuliani commented,
This is definitely a feature we need as well. The out of the box fields listed don't help our team at all. We would love to be able to modify the values and order.
View comment · Posted Sep 25, 2023 · Regina Giuliani
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Regina Giuliani commented,
We have the same issue. We'd love to be able to append new values to a field via a csv upload.
View comment · Posted Sep 18, 2023 · Regina Giuliani
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Regina Giuliani commented,
Has anyone run into an issue where certain users do not see the Ticket Field Manger settings? We're running into an issue where some of our agents are not see the fields as read-only or are seeing fields defined as hidden fields, while others are working correctly. What complicates the issue is this is only happening on our Sandbox. Everyone is working fine in the Production environment. I deleted the App from Sandbox and reinstalled it, but still spotty for some agents. Thoughts?
View comment · Posted Sep 14, 2023 · Regina Giuliani
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Regina Giuliani commented,
This would be super helpful. We're using the Zendesk app called Ticket Field Manager to hide or make fields read-only today and it's working for us to some degree. We've created dummy groups so we can assign some agents, leadership and Admins to be able to see or edit those fields. We like the app because it also lets us hide values within a field. The issue we haven't solved for is when you have multiple forms. We can't have a field hidden on one form, but viewable on another.
View comment · Posted Sep 12, 2023 · Regina Giuliani
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Regina Giuliani commented,
+1 Agree. It seems random when it pops up.
View comment · Posted Sep 12, 2023 · Regina Giuliani
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Regina Giuliani commented,
I agree with Troy. Admins should be able to mandate the use of 2FA and turn off the don't ask again for 30 days. That goes against our corporate security policy as well.
View comment · Edited Sep 06, 2023 · Regina Giuliani
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