Oliver Tietze
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Total activity241
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Last activity
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Activity overview
Latest activity by Oliver Tietze-
Oliver Tietze commented,
Elissa thanks for your explanation, which shows even more that it's NOT a solution to first change (historic and new) tickets by use of a trigger to THEN be able to find it. The workaround doesn't ...
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Oliver Tietze commented,
Zendesk (and Brett Bowser) could you please make the product team fix this? This is a flaw that only turns visible in case of error (and potential frustration) when you start searching the support ...
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Oliver Tietze commented,
Nicole Saunders could you please ask the product team why they didn't include it, and make them including it, because this is a flaw that only turns visible in case of error and you start searching...
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Oliver Tietze commented,
Suhan Li, Heather Rommel With the new agent workspace, the mentioned "change" link won't be there, BUT the requester field will be shown at all times.
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Oliver Tietze commented,
If an agent submits a ticket as Solved and there is no assignee, the system automatically makes the agent who solved the ticket the assignee. Only if this option is set in the Admin > Tickets set...
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Oliver Tietze commented,
Ricardo Arango this seems not possible, and Zendesk changed (in 2020 or so) the behaviour of this default. Before, the field would have been hidden until a condition is met. Not, the field is shown...
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Oliver Tietze commented,
Sorry, Andrea, I don't doubt that the Zendesk gang is incredible, but leaving a customer request 12 years without action (even though MANY use cases were given), then finally starting a "research p...
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Oliver Tietze commented,
Peter Hochstrasser thanks for that useful workaround. We suffer from plenty of problems caused by the Zendesk integrated instransparent automations, especially with merging tickets. Rolling out you...
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Oliver Tietze commented,
Thank you for these very deep and also very clear insights. I consider them very helpful (much more than the documentation I found) and I'd like to encourage you to put the disctinction between 'na...
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Oliver Tietze created a post,
Inconsistent 'contact' references in events and audit log
Dear Zendesk, tl;dr - Please persist the contect relevant data (name, mail address, number) with event logs. We (painfully) realized that whenever a user profile is referred to in a log (event view...