Susan Maher
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Activity overview
Latest activity by Susan Maher-
Susan Maher commented,
We also had a need to know who updated the ticket last and we had trouble identifying it easily because we have some automated processes that updated the ticket as well. This is a little long. I ...
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Susan Maher commented,
Totally concur.
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Susan Maher commented,
I can see reasons why an agent can read internal notes for tickets that are not in their group. It will depend on how an organization works. However, I agree that we should have this as an option...
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Susan Maher commented,
Recently we noticed that some users that were suspended have become unsuspended however we do not have any entries in the log. This is very serious as these users need to remain suspended. We hav...
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Susan Maher commented,
This solution has a problem. If I want to restrict a form so only managers can update the form, this trigger will not prevent anyone from updating the form before the notification goes out. This ...
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Susan Maher commented,
It will soon be 2020 any updates? The only solution we have at this time is to copy and paste and we lose the customer's name in the entry.
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Susan Maher commented,
To expand on my previous entry we have defined two custom fields: Owner and Owner Group. We have also defined triggers that will automatically set the Owner and Owner group according to certain cr...
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Susan Maher commented,
Dan I agree with you. I am able to do a lot with due dates, triggers, automations, tags, etc. But that is adding more complexity to an already complex implementation of Zendesk. This is a built ...
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Susan Maher created a post,
Allow for more flexibility when defining SLAs
I understand that some businesses may have problems that need to be tracked in minutes while others in hours or days. However, SLAs in Zendesk are only set in hours/minutes. An SLA may be breach...
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Susan Maher commented,
This is a very important option for us. We currently have a process where the customer gets notified via trigger when we escalate their ticket to the next level. However, since no public comment ...