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Craig Willis

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Latest activity by Craig Willis
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    Craig Willis created a post,

    Jira Integration Security Issue

    I've raised a support ticket for this issue but would like to hear if other people have found a solution to this. We are using this Jira plugin to link Zendesk to Jira.   However, an apparent recen...

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    Craig Willis commented,

    Thanks for the quick response Chris.   We are on the Basic Plan, should I check the "Default to last used email address for new tickets"? Also, based on what you mentioned, the email address should...

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    Craig Willis commented,

    Hi Gail,  I've installed the app and it's showing in the App section on the ticket.  However, the appropriate email address doesn't appear to be being applied when new tickets are created and assig...

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    Craig Willis commented,

    Thank you, Kevin, that did the job.

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    Craig Willis commented,

    Thanks, Gail, I'll review this as it seems to address the majority of the issue even with the caveats. Craig

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    Craig Willis commented,

    Thanks for sharing your previous solution to a similar issue, I think this will work. One follow-up question for you if you know the answer. We use SSO to authenticate into Zendesk so we don't have...

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    Craig Willis created a post,

    Forms and Emails

    Answered

    We now have two forms: Sales Support Tech Support We also have three email addresses set up in Zendesk: support@domain.zendesk.com sales-support@domain.com support@domain.com When we create...

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    Craig Willis commented,

    Agreed, this would be a good update.

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    Craig Willis created a post,

    SLA Exceptions

    We have an SLA setup there the Next Reply Time for Urgent tickets is every 2 hours for our Premier customers. However, on occasion, we may inform them that we won't have an update for them for 24 h...

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    Craig Willis commented,

    Thanks for your input, I appreciate that this is not directly linked to Zendesk and could be a Google problem, however, someone using this app may have stumbled into this issue before. FYI - The is...