William Bray
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Activity overview
Latest activity by William Bray-
William Bray commented,
Hi Dan, and thanks for the suggestion. I did that for a few users as a short-term solution. It would be more ideal to handle it dynamically (without having to add a separate trigger for each agen...
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William Bray created a post,
Notification to previous agent
AnsweredHi there, In our organization I'm seeing quite a few instances of tickets already assigned to an agent being "taken" from another agent. I'd like to setup an email notification to the agent losing...
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William Bray created a post,
Secure Email Notifications
Hi community, I'm wondering if anyone could share some ideas around handling sensitive information in ticket email notifications. Normally in a standard email environment we'd just send a secure e...
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William Bray commented,
I'd like this feature as well. We see a couple of use cases in our org. 1. Trigger to tag tickets that have attachments. This could be used in views, notifications, etc. 2. Trigger an HTTP targ...
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William Bray commented,
@Zendesk, is there any update to adding the ability to assume agent roles? Marci's comment in 2016 describes precisely my use case as well. I know there are lots of issues to consider when adding...
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William Bray commented,
I'd like to throw my two cents in. I agree that agents shouldn't be able to rate tickets in their own group or ones to which they are assigned. But we have several departments using ZenDesk in th...
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William Bray commented,
+1 for #duedate and #cc We've built quite a few logic apps (outside of ZenDesk) for various tasks and processes which in turn send an email to one of our ZenDesk support addresses. In most cases w...
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William Bray commented,
Hi Jessie, It's more of a habit issue than anything - our employees always reply-all to emails, and some agents prefer to work tickets from their email rather than directly in ZenDesk. I was able ...
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William Bray commented,
Try changing "Greater than" to "Is"
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William Bray commented,
I would create a macro to add a tag "out_of_scope" and an appropriate comment, along with marking the ticket solved. Then exclude tickets with that tag from getting the survey. For QC purposes, a...