Mark Schäfermann
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Total activity29
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Last activity
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Activity overview
Latest activity by Mark Schäfermann-
Mark Schäfermann created a post,
Light Agents for everyone via SSO login
Hello everyone, we've launched Zendesk half a year ago and it is going pretty great, so great in fact that a lot of people want to join our Zendesk instance as Light Agents. And here starts our pro...
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Mark Schäfermann commented,
The Enterprise roles kinda overwrite the existing roles from Professional. All Agents who haven't switched to a new role will have "-" as role in their profile and in the agent list will show as Le...
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Mark Schäfermann created a post,
Start Pausable SLA on Pending
Hey, a lot of our Requesters are Light Agent, therefore we can't use the Next Reply SLA metric. First Reply Time and Pausable Update looked fine for us. The problem is that in a rather standard wor...
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Mark Schäfermann commented,
How do I log in when our main instance uses SSO for login?
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Mark Schäfermann commented,
Is there a way to add the ticket number easily in a side conversation? We are using side conversations to talk to light agents from time to time. Would be great if there would be a link to the tick...
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Mark Schäfermann commented,
Ok, I see your point. As we provide technical support, the chance is very high that the customer uses the "old" email again, to tell us that the issue has come back. The part about using fields and...
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Mark Schäfermann commented,
+1 this goes right to the list of obvious missing features the deeper you work with Zendesk the more you ask yourself why a lot of functions are only implemented half baked. What could possibly be ...
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Mark Schäfermann commented,
A lot of our requesters are Light Agents. While the First Reply time fires, the next reply time does not. This seems only half implemented and is of crucial importance to us.
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Mark Schäfermann commented,
Our support process relies heavily on light agents. Most of our tickets are created by light agents as requester. First Reply Time works fine. But Next Reply Time seems only to work with end user c...
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Mark Schäfermann commented,
Thanks for the answer Fabio. In the meantime I found something myself: This is based around the Channel Web Form: Webform refers to a channel that appears in Views specifically that doesn't show...