Ian Morgan
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Total activity58
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Last activity
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Activity overview
Latest activity by Ian Morgan-
Ian Morgan commented,
Macros adding comment text and Knowledge Capture app links are not populating the tickets reliably. Sometimes they work sometimes they don't. Sometimes they work on Internal but not public. This ha...
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Ian Morgan created a post,
New Agent Workspace - Public / Private
We have just started using the new Agent Workspace. So far it looks good. I have one request. With the old interface I used to advise that agents write the customer email as a Private Comment until...
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Ian Morgan commented,
Thank you Elissa It was the interactions I was referring to. I thought I had seen in a previous note that these should populate with the title of the article. Thank you for the workaround. I just c...
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Ian Morgan created a post,
How to tell which article a user viewed with User Interactions?
I am not sure if I am missing a setting somewhere but when I look at 'user interactions' in Support from the ticket tab it lists that the user viewed an article but doesn't specifically tell me whi...
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Ian Morgan commented,
Just to follow up. I have tried out the 'new tag reporting functionality' as suggested by Rob Stack and it works as I hoped it would. Many thanks.
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Ian Morgan commented,
Thank you for your responses. RJ Hines Unfortunately that method was not working for me. Rob Stack That is great news Rob. Thank you for the update. I will have a look at this.
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Ian Morgan commented,
I am assuming that this includes tickets that have been 'closed by merge'. Has there been a fix for excluding 'closed_by_merge' tickets?
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Ian Morgan commented,
Thank you Ben Ballard and Hope Notz for those explanations. This does not apply in our use of Zendesk as we are a small company. Everyone in the company is a light agent so that we can call on help...
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Ian Morgan commented,
Like others I do not understand why this is so difficult. If a person is either an end-user or not recognised by the Zendesk account it should be treated as public. Only agents who are registered o...
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Ian Morgan commented,
Thank you Devan for the clarification but as I think the other comments suggest this doesn't actually explain why this is a good idea. In our case if the reply comes from an agent then it should be...