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Cardenas, Romulo

Joined Oct 16, 2021

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Last activity Dec 28, 2023

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ACTIVITY OVERVIEW

Latest activity by Cardenas, Romulo

Cardenas, Romulo created a post,

Post Q&A - Account and billing

Hi everyone,

my list of end users and light agents have different email domains (lets name it: Company "A" and Subsidiary "B"). 

Those within Company A had no issue log in via the SSO under the site "Company.zendesk.com". However those within Subsidiary B were not able to log in. 

I have recently implemented an additional SAML SSO Config with a SAML SSO URL for those on Subsidiary B.

If I understoof correctly, those on Subsidiary B (Light Agents) will now have access to Zendesk Support BUT they must use the SAML URL for log in instead of "Company.zendesk.com", correct? 

Apologies for any confusion!

 

Edited Oct 18, 2022 · Cardenas, Romulo

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Cardenas, Romulo commented,

Community comment Q&A - Reporting and analytics

Hi Dane,

 

yes, both columns are displayed. 

View comment · Posted Jun 17, 2022 · Cardenas, Romulo

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Cardenas, Romulo commented,

Community comment Feedback - Ticketing system (Support)

+1

 

We would like to see how many side conversation tickets / emails were generated on a single ticket.

 

https://support.zendesk.com/hc/en-us/articles/4412384153754-Can-I-report-on-side-conversations-

View comment · Posted Jun 13, 2022 · Cardenas, Romulo

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Cardenas, Romulo commented,

Community comment Feedback - Ticketing system (Support)

Well, i must jump in here! we are currently updating our process and we would like to tag side conversation tickets. We think is an important feature (perhaps for admins) for data analysis and improve visualization in Explore.

View comment · Posted Jun 07, 2022 · Cardenas, Romulo

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Cardenas, Romulo commented,

CommentHow to create and update reports

Hi,

is there any way to summarize and display in Explore how many side conversations tickets were created on a single ticket?

 

Best,

 

Romulo

View comment · Posted Jun 07, 2022 · Cardenas, Romulo

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Cardenas, Romulo commented,

Community comment Q&A - Reporting and analytics

Hi,

i generate a similar  graphich based on a specific (number of tickets per month starting AND cumulative number of tickets).

Is there a way to hide the data values on the columns and keep only those in the cumulative line?

Romulo

View comment · Posted Jun 03, 2022 · Cardenas, Romulo

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Cardenas, Romulo commented,

Community comment Feedback - Ticketing system (Support)

Chris Stewart unfortunately not. It would be nice to have this feature but not a MUST.

View comment · Posted Mar 31, 2022 · Cardenas, Romulo

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Cardenas, Romulo created a post,

Post Feedback - Reporting and analytics (Explore)

Hi,

could this feature be an option in a non distant future? We want to display our tickets based on a custom field "country"

 

Posted Nov 24, 2021 · Cardenas, Romulo

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Cardenas, Romulo commented,

CommentTicket customization

Thanks Carlos! i will take a look at it. What about nested drop-down fields in Views? Can i also have those fields separated?

View comment · Posted Nov 17, 2021 · Cardenas, Romulo

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Cardenas, Romulo commented,

CommentTicket management

Hi,

what happens in Explore? are tickets archived still considered?

View comment · Posted Nov 15, 2021 · Cardenas, Romulo

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