Graham Robson

1. Community
2. Feedback on Support
3. SLAs - New to Solved/Closed status SLA

Hi Oliver, You may like to check out our Performset offering for advanced SLA | OLA Management for Zendesk. This is a complete replacement for native Zendesk SLA Management which can be a little li...

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• Graham Robson
• Created November 30, 2020 15:10
• 0 votes

1. Community
2. Feedback on Support
3. Conditional Forms based on Tags / Organisations

Hi Stephen, I believe that Zendesk Forms/Conditional Fields only supports ticket fields and not organization field/tags. However, our Formset App for Zendesk does. It supports directly Organization...

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• Graham Robson
• Created November 27, 2020 12:53
• 0 votes

1. Community
2. Feedback on Support
3. Using same ticket field values in different fields

Hey Nina, We understand your use-case very well and have a solution for you. From a data object perspective you need one physical value to represent the logical value, otherwise you end-up with mul...

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• Graham Robson
• Created November 19, 2020 12:21
• 0 votes

1. Community
2. Integrations and Apps Q&A
3. Custom SLA creation

Hi Tom, You'll find that Zendesk's native SLA Management only supports three SLA metric concepts - First Response, [ongoing] Updates, and Resolution. If you need more than this i.e your Restoration...

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• Graham Robson
• Created July 13, 2020 12:06
• 0 votes

1. Community
2. Support Q&A
3. Setting up Conditional Fields on Zendesk

Hi Rahul, We have just the capability you need with our paid Cloudset Conditionality App. It supports what we call dependant value fields, where you can sub-set a controlled field. We offer a 30-d...

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• Graham Robson
• Created July 03, 2020 07:20
• 0 votes

1. Community
2. Feedback on Support
3. Show and hide different user fields based on the groups the agent has membership too.

Hey Cat, We at Cloudset have a paid app called Cloudset Conditionality which also provides conditional fields for user and organization fields. Rules can be defined based on the logged-in agent gro...

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• Graham Robson
• Created June 23, 2020 08:52
• 0 votes

1. Community
2. Support Q&A
3. Limit Priority choice based on org or product

Hey Shane, I'd like to endorse Thomas's recommendation to present business impact, rather than expose priority. It makes the customer think more and is more helpful to the agent to understand the i...

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• Graham Robson
• Created November 01, 2019 09:34
• 1 vote

1. Community
2. Support Q&A
3. Can we hide custom user fields?

Hi Andrew, Yes - you can natively hide fields from end-users, but not the inverse, agents will see all fields.  You'd need Zendesk Forms (Enterprise or Productivity Pack) to configure the agent fie...

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• Graham Robson
• Created November 02, 2018 10:56
• 0 votes

1. Cross Product
2. ...
3. Managing global security and user access
4. Granting Zendesk temporary access to your account

Can this capability be extended to enable account assumption to other trusted third-parties? A Zendesk customer may wish to obtain support from a Zendesk implementation partner. Thanks,  Graham

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• Graham Robson
• Created August 02, 2018 10:36
• 1 vote

1. Community
2. Support Q&A
3. Making fields mandatory on ticket creation

Hi Tara, It may be an overkill, but our CloudSET Conditionality App supports mandatory field on creation/edit. Graham (CloudSET)

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• Graham Robson
• Created July 10, 2018 11:16
• 0 votes