Hope Saldana (Light Agent)

1. Community
2. Zendesk Explore Beta - New Dashboard builder
3. Share your thoughts about the new builder beta

Hello! I have really enjoyed some of the new features with the new builder. The access limiting by viewer and the fast response times are great.  I do agree with Harper's comment - especially point...

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• Hope Saldana (Light Agent)
• Created July 13, 2023 16:26
• 0 votes

1. Community
2. Zendesk Support EAP - New Custom Objects
3. New Custom Objects Features releasing in July/August

SO excited for this new feature! The relationship lookup custom object will help solve some data pain points my team has been experiencing for years. Great work on this enhancement!

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• Hope Saldana (Light Agent)
• Created July 11, 2023 19:10
• 0 votes

1. Agent guide
2. Customer management and profiles
3. Managing users in multiple organizations

When added a ticket on behalf of a customer who is part of multiple orgs, how do a select the correct org? It looks like it just uses the default org. Is the only way to do this to change the defau...

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• Hope Saldana (Light Agent)
• Created June 06, 2023 22:12
• 0 votes

1. Community
2. Feedback - Ticketing System (Support)
3. Feature Request: Add the ability to mark all users of an organization as suspended

+1 from me! We would definitely use this feature.

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• Hope Saldana (Light Agent)
• Created May 30, 2023 10:58
• 0 votes

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Allow custom fields in Backlog Dataset

Would it be possible to add sorting by tags? We want to look at the back log for our Support team, however, we need to exclude the ticket that are "In Development" AKA have a Jira attached. We tag ...

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• Hope Saldana (Light Agent)
• Created May 09, 2023 19:33
• 1 vote

1. Community
2. Feedback - Ticketing System (Support)
3. Stopping the reopening tickets by a ' Thank you ' response.

We found a solution that works well for us. Here is the process: 1) Agent solves a ticket. 2) Customer must use "#reopen" in their reply and explain why they still need help to reopen the ticket. T...

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• Hope Saldana (Light Agent)
• Edited March 28, 2023 19:56
• 1 vote

1. Community
2. Zendesk Suite Q&A
3. Prevent sending Due Date Reminder on weekend

Hi Fabiano :) I just set this up for my team. Here is what we configured:   The only tricky part is that if you need to set an additional due date reminder on the same ticket, you have to remove t...

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• Hope Saldana (Light Agent)
• Created March 23, 2023 15:17
• 1 vote

1. Objects and rules
2. ...
3. Routing
4. Routing options for queue management in Zendesk Support

Is there a way to notify someone when a queue size reaches a certain number? I am assuming not right now since queues are simply views. However, it would be great if we could find a way to notify s...

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• Hope Saldana (Light Agent)
• Created March 09, 2023 12:59
• 0 votes

1. Community
2. Tips from users - Zendesk Suite
3. Workaround for Auto-Assigned Tickets for Out of Office Agents!

Hi Samuel,  Yes! It would be nice to leverage agent fields in triggers. I looked into auto adding/removing the group myself and you cannot. The only way to change a group is to do it manually. Whic...

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• Hope Saldana (Light Agent)
• Created February 16, 2023 15:15
• 0 votes

1. Support
2. ...
3. Ticket customization
4. Managing ticket statuses

Hello! I made a post about this at the beginning of the year, but thought I would ask here as well. Is there any way to sort views based on custom statuses? Right now, I only see the option to sort...

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• Hope Saldana (Light Agent)
• Created February 13, 2023 14:42
• 1 vote