Pedro Rodrigues
Zendesk user since 2011, Community Moderator since Aug 2019
- Total activity 346
- Last activity
- Member since
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- Votes 68
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Activity overview
Latest activity by Pedro Rodrigues-
Pedro Rodrigues commented,
Hi Craig Willis, if I understand your problem correctly, a workaround is to provide a specific macro for your agents to use when that happens. The macro could leave a generic internal note, set the...
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Pedro Rodrigues commented,
Happy to help! By the way: if I understand your workflow correctly you can also consider having the same "Repair" form for both customers and agents. You can add ticket fields that are only visible...
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Pedro Rodrigues commented,
Hi, Chris Fink! You won't lose any data unless an agent (or a business rule) changes or deletes a field's value. For example, we have multiple hidden fields in our account that do not belong to any...
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Pedro Rodrigues commented,
Hi Michael M I'm guessing you'd need to add a condition such as "Status not changed from Pending" to prevent reopen if status is Pending. If that doesn't work, could you please share the conditions...
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Pedro Rodrigues commented,
De nada, fico feliz por poder ajudar :-)
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Pedro Rodrigues commented,
Assumindo que é o mesmo problema, a única solução que encontrámos para o inconveniente do nome aparecer no canal WhatsApp foi eliminar assinatura dos agentes que atendem por esse canal. No entanto,...
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Pedro Rodrigues commented,
Bom dia, Pedro Lunardi, isso é um comportamento um pouco estranho, realmente. É possível partilhar uma imagem que mostre os eventos do ticket em questão, nomeadamente o evento em que se enviou a no...
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Pedro Rodrigues commented,
Glad to help! Without any programming I don't think it's not possible to configure that kind of permissions, since the "Open for comments" feature doesn't allow it. The only workaround I see - also...
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Pedro Rodrigues commented,
Hi Melody Quinn, unfortunately there is no way to only identify an email address TLD (only the full domain), as far as I know. A simple solution would be adding an info box to the HTML of your New ...
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Pedro Rodrigues commented,
Olá Matheus Pereira, no nosso caso não disponibilizamos, no entanto, parece-me que o conselho do suporte do Zendesk vai na direcção certa. Em tabelas como "Detalhamento de Chamados", os tickets mis...