Recent searches


No recent searches

Jürgen Wagenbach's Avatar

Jürgen Wagenbach

Joined Oct 16, 2021

·

Last activity Mar 14, 2024

Following

0

Followers

0

Total activity

23

Vote

1

Subscriptions

9

ACTIVITY OVERVIEW

Latest activity by Jürgen Wagenbach

Jürgen Wagenbach commented,

CommentUsing Built by Zendesk apps

Hi Ivan

Thanks for creating a ticket.
There had been no(!) role or group restrictions enabled in the "Out of office" app configuration:

View comment · Posted Mar 14, 2024 · Jürgen Wagenbach

0

Followers

0

Votes

0

Comments


Jürgen Wagenbach commented,

CommentUsing Built by Zendesk apps

Hi Ivan

I am surprised to read that it seems not to be fully clear what "Restricted agent" means because this term is defined by Zendesk ;-).

Please find Zendesk's "Restricted agents" definition below:

"A restricted agent doesn't have access to all of the tickets within a Zendesk account. They're only able to view and edit tickets within their organizations and groups. If an agent is restricted they're also unable to edit or create end users."

See "Restricted agents" also explained in these links of Zendesk documents:
-> https://support.zendesk.com/hc/en-us/articles/4803993367706
-> https://support.zendesk.com/hc/en-us/articles/4408883763866

The Zendesk documents explain clearly what I meant with "Restricted agent". It is agent which belongs to an agent group which has just the right to access tickets of his own group. My already copied in screenshot shows this configuration quite clearly:


The screenshot shows that the agent belongs to the agent group "Measurement Technology" and he / she has just access to tickets assigned to the group "Measurement Technology". The agent can add "Notes and Replies" to any ticket assigned to this support team group but he / she has no access (and cannot see) tickets assigned to other support groups. We use this configuration to keep the "Measurement Technology" group away from viewing tickets which they are not in charge of.

I am afraid that there are no other screenshots which might be useful or can be shared. If such a "Restricted agent" clicks the "Out of office" palm icon, he / she gets permanently the message "Loading agents" but this list is never loaded.




It just seems to be possible for "Restricted agents" to modify their "Out of office" status directly in their account using the app via the selection (but not via the "Palm" icon):


P.S.:

  • I do not know what you mean by HAR file?
    If you need such a file, please let me know what it is and how to create it.
  • Feel free to create a support ticket out of my request in here with me as a requester. I hate to waste time with the Z-Bot before I get a chance to insert my request in a ticket's webform.

Thanks 
Juergen

 

View comment · Edited Mar 14, 2024 · Jürgen Wagenbach

0

Followers

0

Votes

0

Comments


Jürgen Wagenbach commented,

CommentUsing Built by Zendesk apps

Hi

The "Out of office" app works fine for almost any of our agents. There are just "Restricted agents" which fail to use it.

The agent group which has troubles in using the "Out of office" app is the only one of our company which is defined as so-called "Restricted agents", i.e. all agents of this group just has access to "Tickets in agent's groups", see below:

 

It seems that the "Out of office" app does not work properly for such "restricted agents". They get stuck in a never-ending message "Loading agents" when the "Out of office" icon is clicked. They never get the agent list to modify their own availability status.

Is it a known restriction of the "Out of office" app that it cannot be used by "Restricted agents"?
I did not find any information about such a restriction in the "Known limitations" section of this document.

Do "Restricted agents" of other companies run into same "Endless loading agents" issue when they try to use the "Out of office" app?

Thanks for bringing some light into this.
Juergen

View comment · Edited Mar 12, 2024 · Jürgen Wagenbach

0

Followers

0

Votes

0

Comments


Jürgen Wagenbach commented,

Community comment Feedback - Ticketing system (Support)

I have asked Zendesk support team directly about the status or planned action of a "rename tag" feature. My questions had been answered within one day, see below:

There isn’t a native functionality yet to rename a tag. Furthermore, tickets that are in closed status can no longer be edited due to system ticket rules so yes, even if the feature is existing, I'm afraid this still cannot be applied to closed tickets.

As of now, it's not yet planned, I'm afraid. Nevertheless, threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning. 

 

Thanks to Zendesk's support team for the fast and clear feedback ;-). We know now that there is no need to look for or to expect this feature currently.
Juergen

 

View comment · Posted Nov 23, 2023 · Jürgen Wagenbach

0

Followers

1

Vote

0

Comments


Jürgen Wagenbach commented,

Community comment Feedback - Ticketing system (Support)

Hi

We are struggling with the same topic. 
It would be great if there is a feature to rename a tag (and not just doing this as a bulk "delete" and "add new" tag action).

Use case:
If there is a typing error present in a tag (and recognized too late) or the structure of tags has to be adapted, it would be great to simple rename the misspelt tags - even in case of "Closed" or "Archived" tickets. It is no delete tag action. It is just about to correct the spelling. 

F.Keijmes asked (in July 2021) if there such a "rename" feature on Zendesk's development road map but did not get a reply. Please can somebody of Zendesk check this again and let us know if a "rename tag" feature is already implemented or if it is canceled and out of scope for Zendesk.

Thanks in advance
Juergen

 

View comment · Posted Nov 21, 2023 · Jürgen Wagenbach

0

Followers

2

Votes

0

Comments


Jürgen Wagenbach commented,

CommentAdditional ticket channels

Hi

It has been already solved with the assistance of one of your support engineers.

The reason had been that the support agents have to be configured with an "Agent" permission for "Guide" too. If they just have "Viewer" permission for "Guide", it works for some and for some others not (surprisingly).

Regards
Juergen

View comment · Posted Oct 08, 2023 · Jürgen Wagenbach

0

Followers

0

Votes

0

Comments


Jürgen Wagenbach commented,

CommentSetting up Agent Workspace

Hi

Some agents get the "You don't have access" message if they use the "Knowledge" search feature (= "book" icon of Control panel):

All of the agents belong to same team and have the same configuration settings. For most agents it works as expected, for some do not and they have no access. 

Please can you let us know what we can check in addition to figure out why it does not work for some agents?

Cross reference:
Same topic of failing access (but not solved) is present in this Zendesk article:
https://support.zendesk.com/hc/en-us/articles/5581313653530

P.S.:
We had the former "Knowledge Capture" app in use and this worked fine for all agents in the past. We have deactivated the "Knowledge capture" app (as advised by Zendesk) when we moved to the new "Agent Workspace" with the integrated "Knowledge search" feature and "book" icon.

Thanks
Juergen

View comment · Posted Oct 03, 2023 · Jürgen Wagenbach

0

Followers

0

Votes

0

Comments


Jürgen Wagenbach commented,

CommentAdditional ticket channels

Hi Zendesk team 

It seems that we have the same issue that some agents (working in the same support team with 100% same configuration) cannot access the "Knowledge" search of the "New Agent Workspace". They also get the error message "You don't have access":


Please can you provide any hint what configuration setting is relevant for this "You don't have access" account restriction?
I am running out of ideas ;-(.

Thanks 
Juergen

 

View comment · Posted Oct 03, 2023 · Jürgen Wagenbach

0

Followers

0

Votes

0

Comments


Jürgen Wagenbach commented,

Community comment Q&A - Chat, messaging, and widgets

Dear Melanie and Dianne

You stated that "Chat disconnected: Your account is open in another account" is not caused by multiple tabs in the same browser. I am quite sure that we had exactly observed this sporadically in the past too. 

Zendesk's Support document "Why do I receive the error: Chat is Disconnected?" even states (in opposite to your information) that the "Chat disconnected: Your account is open in another account" can happen in case of:
"Multiple chat sessions are open on the same browser."

Please have a look on the following extract of the Zendesk's document "Why do I receive the error: Chat is Disconnected?":

This seems to be contradictory to what has been stated by you.
Please let us know which of Zendesk's Support documents holds the correct information?

Has the observed "Chat disconnected" in the same browser been a bug (or feature) which already has been or might be corrected in future?

P.S.:
Our chat agents are not really happy with the new "Agent Workspace" behavior and complain a lot about it. They got bad ratings for their chat support based on such chat interruption. I would be happy to find a solution and give them more confidence in the reliability of the chat tool again ;-).

Thanks for any feedback and clarification.
Juergen

View comment · Edited Aug 29, 2023 · Jürgen Wagenbach

0

Followers

1

Vote

0

Comments


Jürgen Wagenbach commented,

CommentTicketanpassung

Mein Kommentar und die Frage ob und wie der "Google Translator" im "New Agent Workspace" generell abgeschaltet werden kann, blieb bisher leider ohne eine Antwort. 

Kann mir bitte jemand von Zendesk noch eine Antwort / Lösung liefern?

View comment · Posted Jul 26, 2023 · Jürgen Wagenbach

0

Followers

0

Votes

0

Comments