Juergen Wagenbach
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Total activity24
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Last activity
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Activity overview
Latest activity by Juergen Wagenbach-
Juergen Wagenbach commented,
We have configured support addresses with different domain names due to historical reasons. Is there a possibility to configure a "reply-to" mail address which differs from the configured and possi...
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Juergen Wagenbach commented,
It seems to be that there is still no trigger present which can check the domain address within the requester's mail address and assign the ticket to a group of agents then (although lots of Zendes...
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Juergen Wagenbach commented,
Dear Brett I have tested a lot and it worked ;-) I just had some other problem then because we assign the ticket to an agent if a agent replies and it was not assigned before. I had to adapt this t...
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Juergen Wagenbach commented,
Dear BrettThanks for the quick reply, the link to the other article, and the possible workaround by a trigger. This is actually how I think that an efficient support should work ;-). Thanks. P.S.:I...
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Juergen Wagenbach commented,
We have a globally acting team of support agents. If an agent needs help for himself by the top level agents at the headquarter, he raises a ticket which is assigned to the top expert group then. T...
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Juergen Wagenbach commented,
Hi Jessie I am actually refering to the "Phone" and "Description" fields of the user profile by my request which seems to be present in every Zendesk based support solution. It is possible that an ...
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Juergen Wagenbach commented,
HiThe end-user has the possibility to enter optional information by the "Telephone" and "Description" fields of his profile.We tried to motivate our users to provide some information in these field...
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Juergen Wagenbach commented,
Hi We want to offer our customers the chance to provide additional information directly in their end user account profile. This means these custom fields must be visible for the end-user and the co...