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William Bray

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Activity overview

Latest activity by William Bray
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    William Bray created a post,

    Splitting Single Brand into Multiple Brands

    1. Community
    2. Support Q&A

    Hi!  I'm looking for some advice on splitting one brand into multiple brands.  We currently have 20 groups, 60 agents, and 150k tickets.  Some of our growing pains have included being unable to sen...

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    • 4 comments
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    William Bray commented,

    1. Community
    2. Support Q&A
    3. Notification to previous agent

    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

    Answered
    1. Community
    2. Support Q&A

    Hi 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...

    • William Bray
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    • 2 followers
    • 3 comments
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    William Bray created a post,

    Secure Email Notifications

    1. Community
    2. Support Q&A

    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...

    • William Bray
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    • 3 followers
    • 1 comment
    • 0 votes
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    William Bray commented,

    1. Community
    2. Feedback on Support
    3. Opening up "has attachment" as a trigger/automation condition

    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,

    1. Support
    2. ...
    3. Users, groups, and organizations
    4. Assuming end-users

    @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,

    1. Support
    2. ...
    3. Tickets
    4. Can agents submit satisfaction ratings on tickets?

    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. Support
    2. ...
    3. Agent guide for Support
    4. Using the Mail API to update ticket properties from your inbox

    +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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    • 2 votes
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    William Bray commented,

    1. Community
    2. Support Q&A
    3. Notify group of new tickets - Reply All behavior

    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,

    1. Community
    2. Support Q&A
    3. Need help with Simple Automation

    Try changing "Greater than" to "Is"

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    • 1 vote