Graham Robson
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Total activity99
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Last activity
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Member since
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Following1 user
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Followed by1 user
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Votes19
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Subscriptions60
Activity overview
Latest activity by Graham Robson-
Graham Robson commented,
Hi Chris, We have a commercial app called Systemset, which includes a capability we call End-user Views: It's a like-for-like substitute for the standard Zendesk UI, the subtle addition of the abi...
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Graham Robson commented,
Hi Amit, It sounds like you need an SLA Metric/Event to start at a lifecycle point other than when the ticket was created. However, Zendesk's native SLA Management for Initial Response and Resoluti...
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Graham Robson commented,
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 commented,
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 commented,
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 commented,
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 commented,
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 commented,
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 commented,
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 commented,
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...