Graham Robson
- Total activity 111
- Last activity
- Member since
- Following 1 user
- Followed by 1 user
- Votes 21
- Subscriptions 66
Activity overview
Latest activity by Graham Robson-
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...
-
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...
-
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...
-
Graham Robson commented,
Thanks David, I think by events sets you mean, a set per Zendesk products, so the only way now and in the future is to use filtering on the Amazon EventBridge. This means a lot more processing exte...
-
Graham Robson commented,
Is there any way to profile/filter which events to stream, or do you get all events and you have to filter what your interested in? With Zendesk Targets your able to do this.
-
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...
-
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...
-
Graham Robson commented,
Hi Bart, If you're looking to have conditionality depend on the current agent looking at the ticket, as opposed to the agent assigned the ticket, then you'd need, as a starter, our CloudSET Tailori...
-
Graham Robson commented,
Hi Pedro, You may like to check out CloudSET Conditionality which supports the concept of conditional values i.e. a parent field selection, display a subset of values of a child field. This is a be...
-
Graham Robson commented,
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