Paul Middleton
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Total activity64
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Last activity
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Activity overview
Latest activity by Paul Middleton-
Paul Middleton commented,
Hi Jessie, With reference to the image below, will ALL 'Agents and managers' be able to view articles (because they can manage them), or will the group filter also apply to the 'manage' option?
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Paul Middleton commented,
When the requester is updated, should the ticket tags also be updated? When our support team updates the requester, the ticket tags are not updating to include those from the new requester/org.
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Paul Middleton commented,
Is there a plan to provide this support for Help Centre/Community posts? I'm trying to keep up-to-date with posts and updates on the Help Centre and community by posting updates to Slack. Thanks!
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Paul Middleton commented,
Just wanted to bump the feature request for 'send survey every X tickets'. We're quite new to Zendesk and we're getting a lot of customers asking for CSAT surveys to be turned off because they're r...
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Paul Middleton commented,
Just wanted to add (as I had trouble finding this information myself) that we have added a custom field to our users (field key 'position'). This has allowed us to customise our signatures as: {{ag...
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Paul Middleton commented,
Hi there, I don't want to use SSO, but I do want comments made on our Wordpress to appear as tickets in Zendesk (like Facebook posts), and the ability to respond to those (either directly or via a...
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Paul Middleton commented,
Scott is correct. Changing the email address after you've already sent a default message, or adjusting your whole workflow to introduce what is essentially a workaround, is not worthwhile for such ...
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Paul Middleton created a post,
Custom form fields disappear for 'Agent only' forms
AnsweredI have a custom ticket form that I use to create tickets when an order is placed on our main website. Tickets are submitted via the API and include a number of custom fields, e.g. 'Order No', which...
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Paul Middleton commented,
@Scott - totally agree. This is a major shortcoming. I have multiple support addresses set up (customerservice@, marketing@, ithelpdesk@) all of which are associated with different groups of indivi...
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Paul Middleton commented,
Thanks, @AndrewJ, but you can't assign a ticket to a Light Agent. Hence the question. The assignee remains the [full] Agent, but they are waiting on a response from the Light Agent.