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Frank Ledwidge

Joined Apr 26, 2023

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Last activity Nov 01, 2023

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Latest activity by Frank Ledwidge

Frank Ledwidge commented,

CommentTicket management

Quick question, hoping somebody might know more. We are currently receiving a number of malicious links by means of a HTM or HTML filetype attachments. Is it possible to instruct Zendesk to automatically mark such tickets as suspended? By and large, our customers have no reason to attach such a filetype for legitimate reasons, and we review suspended tickets closely in either case.

I haven't seen a setting that can help with this, nor a trigger or automation, so if this is feedback I will log it there (from a quick search within the community I didn't see a similar request).

Thanks.

View comment · Posted May 09, 2023 · Frank Ledwidge

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Frank Ledwidge commented,

CommentTicket automation and collaboration

Hi all,

Apologies if this has been asked/answered already.

I am looking to implement side conversations with our team. I have just created a trigger to notify the assignee by email when a side conversation is replied to, in addition to reopening the ticket. However, we have two questions:

  1. Is it possible that this notification could be delivered via an Internal Comment? I am not clear if this was addressed earlier.
  2. Is it possible that side conversation replies (back-and-forth) could be added into Internal Comments chronologically? Currently, all replies within a particular side conversation appear to reside within that side conversation, displayed as an internal comment, at the chronological point within that ticket where the side conversation was created, if that makes sense.

Thanks,

Frank

View comment · Posted May 04, 2023 · Frank Ledwidge

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Frank Ledwidge commented,

CommentTeam members and groups

Hi guys,

We are starting to provide some of our non-support colleagues with Light Agent access. These agents may be in a group of their own. I would like them to be able to view ALL tickets. What we're finding is, that to see any ticket within our instance, we have to ensure they reside within all of our groups.

Under 'Understanding what light agents can do' above, "Light agents can... view tickets assigned to groups they're in or view all tickets". This led me to believe that our light agents should see all tickets by default. But, when I look through the comments, I can see that there are settings particular to Enterprise (Roles) which we do not have, which allow you to edit the Light agent role itself (see comment by DJ Buenavista Jr. Feb 10, 2022).

Is this correct? My current workaround is to ensure that all of our light agents are within every group we have set up for organisational purposes, which is not ideal.

Thanks,
Frank

View comment · Posted Apr 26, 2023 · Frank Ledwidge

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