Mark Schäfermann
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Total activity22
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Last activity
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Activity overview
Latest activity by Mark Schäfermann-
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...
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Mark Schäfermann commented,
@Russel & Fabio What is it you guys are triggering. I couldn't find a trigger like "Ticket created by agent in the name of customer"
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Mark Schäfermann commented,
+1 We have different groups that work on different email addresses. Must have for us.
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Mark Schäfermann commented,
Yeah, we have 100k+ products, that won't work for us. Maybe something like partial tags, or multiple tags for multi select fields will be available some time in the future.
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Mark Schäfermann commented,
Hi Dan, thanks for the answer. Our categories are not something anyone outside of product management would understand :) I will just have to wait if it gets implemented in more ways than being UI...