Thomas de Silva

1. Community
2. Talk Q&A
3. Ad hoc phone closure

Hi MineralTree | Support If you are on the enterprise plan you have the possibility to create several schedules. Then you can create a dedicate schedule for Talk and use this in the routing setting...

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• Thomas de Silva
• Created June 18, 2020 06:04
• 0 votes

1. Support
2. ...
3. Tickets
4. HTML and Markdown used in dynamic content does not render in trigger emails or agent signatures

Hi guys.   The fix Patricia Pérez-Hinojosa suggested works, but please be aware. There can be no underscores in the DC string name, that won't work.   #helpsome regards,Thomas de Silva Zendesk Cons...

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• Thomas de Silva
• Created March 18, 2020 12:27
• 1 vote

1. Support
2. ...
3. Agent guide for Support
4. Using macros to start side conversations

Hi Brett Bowser  Do you know if a fix for "Only plain text is supported at this time. You cannot add rich text formatting or images" is on its way? It would be nice to be able to use e.g. pictures ...

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• Thomas de Silva
• Created February 03, 2020 06:13
• 1 vote

1. Community
2. Talk Q&A
3. Has the "Missed Calls" handling changed?

Hi Wolf Hilbl   Can you please tell me if you have callback or voicemail enabled? If a customer hangs up the call is not categorized as "missed".   #helpsome regards,Thomas de SilvaZendesk Consulta...

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• Thomas de Silva
• Created January 20, 2020 06:05
• 0 votes

1. Zendesk Suite
2. Using Built by Zendesk apps
3. Installing and using the Ticket Field Manager app

Tiffany Green   But "Status" is mentioned in this list   Some available ticket fields include the following:  requester assignee collaborator sharedWith status ticket_form_id (the ticket form drop...

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• Thomas de Silva
• Created January 18, 2020 16:12
• 0 votes

1. Community
2. Talk Q&A
3. Has the "Missed Calls" handling changed?

Hi Wolf Hilbl   Can you please check if "Create ticket for abandoned calls?" is still enabled for all your numbers?   #helpsome regards,Thomas de SilvaZendesk Consultant @ helphouse.io

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• Thomas de Silva
• Created January 17, 2020 10:27
• 0 votes

1. Community
2. Support Q&A
3. Solved Tickets Approval

Hi Opeyemi Alonge   Can you describe the workflow a bit more detailed? E.g. What should happen when agent solved for approval. Do you need to send communication to end-user or can the message to en...

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• Thomas de Silva
• Created January 15, 2020 07:45
• 0 votes

1. Zendesk Suite
2. Using Built by Zendesk apps
3. Installing and using the Ticket Field Manager app

Hi Chris Fellows.   Is it actually possible to hide status fields and what would the correct JSON syntax be?  I tested hiding the "Submit at solved" with but it doesn't work. [{"name": "status", "v...

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• Thomas de Silva
• Created January 15, 2020 07:42
• 0 votes

1. Community
2. Support Q&A
3. Trigger to set drop down field value based on value in numeric field

Hi JoAnne Wells. It is not possible to check for the value in a numeric field in Triggers.   What you could do is to replace the numeric field with a dropdown field containing the required number r...

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• Thomas de Silva
• Created January 15, 2020 07:27
• 1 vote

1. Community
2. Support Q&A
3. Is there a way to display tickets with the same requests from the same users?

Hi Maksim Ugolnikov.   Please take a look at these 2 apps: User Data Show Related Tickets   #helpsome regards,Thomas de SilvaZendesk Consultant @ helphouse.io

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• Thomas de Silva
• Created January 15, 2020 07:13
• 1 vote