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ADMIN
Joined Oct 16, 2021
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Last activity Dec 28, 2023
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Latest activity by ADMIN
ADMIN commented,
Hi - Can Zendesk reach out to me regarding support with configuring call forwarding so the caller or recipient does not get charged for calls?
View comment · Posted Sep 29, 2023 · ADMIN
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ADMIN commented,
I would like to propose including information on what steps to take in the event that a sandbox owner is locked out of their account. This is crucial as it ensures that they have the necessary guidance and support to regain access and continue their work seamlessly.
I kindly request your consideration in addressing this matter within this article, as your support team will frustratingly refer to it even if it doesn't include this. Your expertise and input on this topic would greatly benefit and contribute to a more comprehensive resource for all sandbox owners.
View comment · Posted Jul 03, 2023 · ADMIN
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ADMIN commented,
This is a rather thin article that does not provide any context for self-support.
Which user plans allow for agents to edit-end user details? How does one turn on the settings to allow this? Is this automatic when updating subscription tier?
Edit: The information in the article is incorrect or not complete. But I have found the answer for you.
On lower tier plans, agents can edit end user information such as phone number only if they have ticket access to all tickets, not just ticket users in their group. On enterprise accounts, this setting is made by defining user roles. On lower-tier accounts, this is done by going into the agents profile, clicking 'edit in support' and changing their ticket access to 'all tickets'.
View comment · Edited Jun 27, 2023 · ADMIN
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ADMIN commented,
When ticket sharing, is the initial conversation with the ticket requester shared too? Is there a way to not?
View comment · Posted May 30, 2023 · ADMIN
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ADMIN commented,
Is there a way to share tickets between accounts but not share customer interaction between accounts?
View comment · Posted May 11, 2023 · ADMIN
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ADMIN created a post,
Please add a way to clearly show which team are taking up agent seats/silences - this is sorely needed.
Posted Apr 13, 2022 · ADMIN
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ADMIN commented,
Hi DJ,
Would there be a way to create a more restricted role without taking up agent seats? To clarify, I am not looking to add permissions, rather, to take them away further...
View comment · Posted Mar 21, 2022 · ADMIN
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ADMIN commented,
Hi DJ -
Is there a way to create an even more restricted role and for it to not take up agent seats?
I wish to further the limit light agent role, or create a more limited role that doesn't take up agent seats, as light agent is not suitable for our multibrand set up from a data privacy perspective.
View comment · Posted Mar 21, 2022 · ADMIN
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ADMIN commented,
I would like to turn off some features for Light Agents - currently my options are greyed out.
The most pressing are the lights agents ability to view customer lists - as this is a data privacy risk in multibrand set ups.
I understand greying out these settings to not add to light agent abilities - but I need to subtract from light agent abilities. Can I have some support on how to do this?
View comment · Posted Mar 17, 2022 · ADMIN
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ADMIN commented,
Hello,
I have the same requirements too but am on the support enterprise suite plan. I can't edit those settings for light agent users as mentioned above - they are greyed out and un-clickable. Any tips?
View comment · Posted Feb 07, 2022 · ADMIN
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