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Dave E
Joined Feb 15, 2022
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Last activity Jan 13, 2025
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Latest activity by Dave E
Dave E commented,
Agrred - Different methods of authentication per help centers would be amazing
View comment · Posted Nov 04, 2024 · Dave E
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Dave E commented,
Given ZD are now removing original copy of the emails after 12 months.
We need a way to archive these. Please update the ticket API to include the original email ID that points to the message on our own MS Exchange server.
We are happy to store a copy of the original email on our own servers longer than 12 months. But we need your help to add a pointer to it. Then we can use our own API to download and view the original email hosted on our own MS Exchange server
View comment · Posted Aug 14, 2023 · Dave E
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Dave E commented,
Two years since this was raised? Any updates?
I would also like this to be based on 'entity type' as we have some organisation which are pushed into Zendesk from external systems - so making any changes in Zendesk will not be pushed back to our master data source.
But we have other organisation which users can edit.
So ideally we could say if Organisation with field/attribute = xyz set fields to read only
or Organisation with tag xyx set fields to read only
View comment · Edited Jul 21, 2023 · Dave E
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Dave E commented,
We would like similar ability to set which Role can edit a custom user field.
This would allow us to only have one team allowed to edit a certain field.
Or in Sara's above use case you could simply select a Role with no users in it, making that one field read only to all users
View comment · Posted Jun 30, 2022 · Dave E
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Dave E created a post,
Feature Request Summary:
Allow agents to decide on a ticket per ticket basis if attachments are secure (requiring user to login to view the attachment or not).
Description/Use Cases:
We send a lot of email attachments to users. 50% are secure and cannot be sent via email, the other 50% are not secure and can be sent as regular email attachments.
We want the ability for staff to tick a box "Secure attachments". If ticketed would not embed attchments in the email sent to users and force them to login to view the attachment
Business impact of limitation or missing feature:
It is too much of a bad user experiance forcing all users to login to open attachments even when they don't need to be secure.
Our security/risk team will not accept sending secure attachments via email.
Therefore we cannot use Zendesk out-the-box feature to secure attachments which is a Global setting for all ticket..
Instead we have to revert to using a different software application to send secure emails to our customers =(
Posted Apr 04, 2022 · Dave E
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Dave E commented,
Yes we need this too, a warning message exist if the ticket requester has a sample/test domain,
We need this same warning to show if the user does not have an email. As our staff will assume the user got an email when in fact nothing was sent..
Please prioritize.
View comment · Posted Apr 04, 2022 · Dave E
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Dave E created a post,
Feature Request Summary:
Allow a external system to start a new ticket and pass parameters to pre set the Subject, and Brand.
Description/Use Cases:
We want to initate sending email to a user from our back office workflow system and pre populate the ticket subject, brand and requester so staff do not have to manually enter it.
For example this URL
https://zendesk.com/agent/tickets/new/2?requester_id=361905903476&brand_id=360000031895&subject=foobar
would open a new ticket with the requester, brand and subject already selected.
Even better if we could pass the requester email address instead of ID, saving us to perform a lookup. So
https://zendesk.com/agent/tickets/new/2?requester_email=mark@gmail.com&brand_id=360000031895&subject=my%20subject
This would open the new ticket screen in Zendesk but without us having to call the API or save a ticket as the user may decide they no longer want to send the email so no new ticket would be saved.
Business impact of limitation or missing feature:
This is an efficency gain saving users from selecting requester, brand and subject. Also avoids human error if this information is system generated.
Posted Apr 04, 2022 · Dave E
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