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Mackenzie Ribbink

Joined Sep 07, 2023

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Last activity Feb 12, 2025

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ACTIVITY OVERVIEW

Latest activity by Mackenzie Ribbink

Mackenzie Ribbink commented,

CommentMetrics, attributes, and filters

I would also like to see updater group as an attribute, just like updater name. I want to pull a report to see how many tickets each agent has worked - I'm using this recipe: https://support.zendesk.com/hc/en-us/articles/4408846302490-Explore-recipe-Count-of-agent-interactions-with-tickets. However, I'd like to limit it by the group that actually made the update (not the ticket group or update group).

View comment · Posted Feb 12, 2025 · Mackenzie Ribbink

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Mackenzie Ribbink commented,

CommentTicket management

I would agree with Trent in that we'd like the total to show distinct tickets rather than the total of all subcategories. Our reasons are pretty much the same but I can still share our use case. We have a Tier 1 category and views within that category that show a view with all Tier 1 tickets, tickets for just product A, tickets for just product B, and an introductory view for each of our products. This over doubles the amount of tickets actually in Tier 1, misleading the user looking at it.

View comment · Posted Jan 17, 2025 · Mackenzie Ribbink

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Mackenzie Ribbink commented,

Community comment Feedback - Chat and Messaging (Chat)

We also have a need for this. My team of technical writers will sometimes delete articles and move their content into a different article. If the ones that were deleted were included in a chatbot answer flow, it would be helpful for them to know so they can notify me and recommend an alternative. Being able to export a list of answers would make this process much quicker for our team.

View comment · Posted Jan 17, 2025 · Mackenzie Ribbink

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Mackenzie Ribbink commented,

CommentSlack integration

We would also like the ability to customize the ticket forms available in Slack. The main reason being that we would like for our CSMs and AEs to be able to create tickets with their customer as the requester, but there are other benefits as well.

View comment · Posted Jan 07, 2025 · Mackenzie Ribbink

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Mackenzie Ribbink commented,

CommentViews, ticket status, and ticket fields

We would also like to see this functionality - to be able to require a field when it's set to pending status without needing to create a trigger. We've been told we shouldn't use triggers to create internal notes and our agents don't frequently work from their email so those notifications would likely be missed. The logic already exists to make fields required to solve as well as to make conditional fields required for any status, but I need top-level fields to be required for any status.

 

Our specific use case is that we record subscription type (required for solve) but over 7.5% of tickets in the last year had that field blank because it's not required to put the status at pending, and the ticket automatically solves after we don't hear back after some time.

View comment · Posted Jun 06, 2024 · Mackenzie Ribbink

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Mackenzie Ribbink commented,

CommentSecurity and user access in Zendesk Support

Francis Casino I do not have "Redaction" or "Content Redaction" settings other than the automatic redaction that you can enable or disable.

View comment · Posted Oct 19, 2023 · Mackenzie Ribbink

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Mackenzie Ribbink commented,

CommentSecurity and user access in Zendesk Support

We have automatic redaction enabled but it was my understanding that this is only for customer-submitted text. We had an automatic redaction on an internal comment today because the account number we linked was too long. How can we ensure that does not happen automatically?

View comment · Posted Oct 19, 2023 · Mackenzie Ribbink

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