Sovellin Oy Ltd (EMEA RESELLER) (PRM)
Zendesk solution consultant working for Sovellin Ltd, reseller of Zendesk in Finland. I have deployd over 60 Zendesks with different customers from various business areas. Due my technical background, from time to time I take care of customizations or more advanced configurations (Reporting, Widgets, Guide, APPs) as well.
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Activity overview
Latest activity by Sovellin Oy Ltd (EMEA RESELLER) (PRM)-
Sovellin Oy Ltd (EMEA RESELLER) (PRM) commented,
We have similar situation with tight SLAs with specific customer(s), and we really need to views to auto refresh. Agents are following multiple windows for udpates and these are all autoupdating ex...
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Sovellin Oy Ltd (EMEA RESELLER) (PRM) commented,
Ok, got it, so sorting with custom dropdown field is done based on tags directly, not the visible values. Makes sense, should you not use numbers and would need to language support visible values, ...
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Sovellin Oy Ltd (EMEA RESELLER) (PRM) commented,
Article: When working with data that is alphabetical, Ascending will rank A>Z and Descending will rank Z>A. This is the case when grouping/sorting by data such as Requester, Assignee, Brand, Organ...
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Sovellin Oy Ltd (EMEA RESELLER) (PRM) commented,
Questions about configuration and how callbacks work - based on testing: callback is only offered when there are free positions in queue AND atleast one agent is with "away" status (online is not r...
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Sovellin Oy Ltd (EMEA RESELLER) (PRM) commented,
Sounds like a reasonable requirement that Zendesk UI would notify the agent if requester does not have an email address in the profile. These kind of requester profiles are created from contacts fr...
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Sovellin Oy Ltd (EMEA RESELLER) (PRM) commented,
Any update on this? These notifications as well as out of office replies can be seen as essential infomation for customer services teams. Any plans in the near future on Zendesk side for this?
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Sovellin Oy Ltd (EMEA RESELLER) (PRM) commented,
User segments are not discussed in this article, and does someone know or even has experience about this: if customer user is authenticated with SSO, does widget then automatically limit/allow the ...
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Sovellin Oy Ltd (EMEA RESELLER) (PRM) commented,
"That is intended if somewhat hindering. It would be nice to have an option to include some parts of the ticket." Isn't this already possible today? I mean, you can select what comments you wish to...
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Sovellin Oy Ltd (EMEA RESELLER) (PRM) commented,
We are seeing the same issues as Francois. This app does not seem to get along with brands at all. Was there a trick to get it working with brands?
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Sovellin Oy Ltd (EMEA RESELLER) (PRM) commented,
If anyone should like to disable the buttons for agents and managers in Guide, at least this simple code at the end of the article page template does the trick. Just tried this out of curiosity, if...