Rona Yang
- Total activity 37
- Last activity
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Activity overview
Latest activity by Rona Yang-
Rona Yang created a post,
Creating an Internal KB
AnsweredI'm just starting to create my companies internal knowledge base - this is something I want the entire company to be able to use, not just agents/light agents. When I go to create a segment it look...
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Rona Yang created a post,
Light Agents Following Organizations
Currently, Admins and End users have the ability to go into Zendesk Guide and follow organizations and customers of those organizations who open tickets for them. This is however not possible for l...
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Rona Yang commented,
What metric would I use in Explorer? I can't find Requester wait time - I'm looking for a report that shows all of the tickets that have not been responded to in 4 hours.
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Rona Yang commented,
Does anyone have a better solution on how to create a trigger for this - currently tickets are getting "lost" because light agents are answering support and the status is staying to pending rather ...
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Rona Yang commented,
According to the article: https://support.zendesk.com/hc/en-us/articles/203662036-Understanding-and-setting-light-agent-permissions-Collaboration-Add-on- it says light agents can't CC agents or e...
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Rona Yang commented,
The explorer feedback link is broken. Also would like to add that clickable links is really necessary for drill through or to be able to just go into a list of the tickets and open them up the way ...
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Rona Yang commented,
Hi Dan - Unless I'm missing something the Mail API is for preset words right? I can't create my own like #orgname and have that automatically populate the organization that the ticket is tied to? ...
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Rona Yang created a post,
Use trigger to automatically assign a ticket to an account
AnsweredWe have CSMs who will create a support ticket on behalf of a customer, by just submitting an email with the customer name, unique ID, and then the issue. When the ticket comes to zendesk - it look...