Jonathan March

1. Advice and troubleshooting
2. Users, groups, and organizations
3. Can end-users share an email address?

Luiz, we use google groups to distribute the same notifications to multiple people. Instead of emailing to everyone in a ZD group, we create a google group, have a trigger that sends the ZD group's...

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• Jonathan March
• Created February 19, 2019 15:32
• 0 votes

1. Community
2. Support Product Feedback
3. Require Name and Reason for Account Assumption

I've upvoted because enabling assumption does always lead to a round of internal emails that shouldn't actually be necessary. The name and reason will also be useful even for the requesting admin's...

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• Jonathan March
• Created February 18, 2019 03:04
• 1 vote

1. Using Support
2. Users, groups, and organizations
3. Understanding and setting light agent permissions (Collaboration Add-on)

Conza, depending on your in-house coding capacity, it might be simplest to use the ZD API. Alternatively, you could use Customer Lists to export users to CSV, then use bulk user import to update th...

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• Jonathan March
• Created February 13, 2019 22:52
• 1 vote

1. Using Support
2. Users, groups, and organizations
3. Understanding and setting light agent permissions (Collaboration Add-on)

Conza, assuming that you are referring to light agents -- how many light agents do you have?

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• Jonathan March
• Created February 13, 2019 17:56
• 0 votes

1. Community
2. Support Troubleshooting and Q&A
3. Question about how to use Internal Notes on Starter plan

Hi Timothy, Could you provide a screen shot of what it looks after "it still transfer to the PUBLIC RESPONSE" ? (I'm guessing that it's not really public.)

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• Jonathan March
• Created February 11, 2019 20:51
• 0 votes

1. Advice and troubleshooting
2. Business Rules
3. Can I increase the number of displayed views?

AFAIK, the impact on load times would only be relevant if each view always needed to show an up-to-date ticket count next to the view name. Certainly for us, and I would expect for many other users...

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• Jonathan March
• Created February 11, 2019 02:20
• 1 vote

1. Using Support
2. Users, groups, and organizations
3. Understanding and setting light agent permissions (Collaboration Add-on)

Conza, for situations when the light agent *is* the requester, then you can give all your light agents a particular tag (say "light_agent"). Then all tickets for which they are the reques...

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• Jonathan March
• Created February 05, 2019 23:58
• 1 vote

1. Advice and troubleshooting
2. Tickets
3. Can I delete comments in my tickets?

Hello Mikkel, while you cannot delete an entire comment without deleting the entire ticket, you *can* delete any attachments, and-or any specific text in comments, by using the ticket redaction app...

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• Jonathan March
• Created February 05, 2019 16:50
• 0 votes

1. Community
2. Support Troubleshooting and Q&A
3. How to get private comments from a ticket

@Martijn, Counter-intuitively, the specific rights granted derive *not* from the token, but from the email address used with the token. This can be a gotcha in both directions, hence potentially da...

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• Jonathan March
• Created February 05, 2019 16:46
• 0 votes

1. Using Support
2. Users, groups, and organizations
3. Understanding and setting light agent permissions (Collaboration Add-on)

Ah, I think I see. Looks like you are confusing "Solved" with "Closed". Please see this article: https://support.zendesk.com/hc/en-us/articles/203660386-What-is-the-difference-b...

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• Jonathan March
• Edited February 05, 2019 00:43
• 0 votes