Rich Lorenzo
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Activity overview
Latest activity by Rich Lorenzo-
Rich Lorenzo commented,
Hey Cris, one thought that comes to mind right away is you could setup an email target and have a trigger send the email notification to the target. This would only work though if the external emai...
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Rich Lorenzo commented,
@Colum I had a Zendesk setup like that a while back. What I would recommend is to add a tag to the nominated end-user profiles. Maybe something like "nominated" :) Then you can set a trigger to res...
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Rich Lorenzo commented,
@Melissa I hear you! The potential for tickets getting lost due to this product shortcoming is very real! Two things I'm doing that could help you with this going forward: 1. Create a ticket field ...
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Rich Lorenzo commented,
From the screenshot above showing the campaign configuration, it looks like only replies to the SMS will create a ticket. Also, the tags that I see being added "connect_sms", "shipment_reschedule",...
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Rich Lorenzo commented,
Yes we'll probably go with option #3 for now. The custom ticket form would definitely get me all the way where I want to be with this as web widget is not preferred. I just wish I hadn't encountere...
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Rich Lorenzo commented,
Hi Brett, thanks for the quick follow up here...appreciate it! We have a Typeform submitting to a support address from what I guess I would call a "system user"...not associated with the actual end...
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Rich Lorenzo commented,
As is so often my experience...Zendesk gets me to about 80% of where I need to be and then a small quirk foils me. Trying to put together a business process that would require changing the requeste...
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Rich Lorenzo commented,
Amazing! Was completely unaware of the developer documentation...I think I'll be good to go from here. THank you Jake!
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Rich Lorenzo commented,
I was able to successfully change the text of the "Submit a Request" link to "Contact Us" by doing the following as explained above: {{#link 'new_request' class='submit-a-request'}}Contact Us{{/lin...
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Rich Lorenzo commented,
The concept of the "follow up tickets" channel is in and of itself confusing and problematic. It seems like it may have been some kind of shortcut to create an association between the closed ticket...