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Robert Wiesemborski

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Activity overview

Latest activity by Robert Wiesemborski
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    Robert Wiesemborski commented,

    1. Community
    2. Support Q&A
    3. Requester email

    Hi Salim, It seems like what you are doing is forwarind the email to your Zendesk account. In that case, you will see the behvaiour you also noticed, namely that you will be put as the requester. W...

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    Robert Wiesemborski commented,

    1. Community
    2. Support Q&A
    3. Agent to assign SLA

    Hi Jeff, You can make an SLA policy specifically for tickets created by agents.  Simply select the condition "Role is agent" for this SLA. If you have more than one SLA, make sure to have the corre...

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    Robert Wiesemborski commented,

    1. Community
    2. Support Q&A
    3. Trigger Auto-Assigns Tickets To Me

    Hi Matt, How exactly did you create the internal note with the triggers? Are you using a target? If you are the one that set up the target, that could be the reason why you get assigned. #helpsome ...

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    Robert Wiesemborski commented,

    1. Community
    2. Support Q&A
    3. Evenly assign incoming tickets between 2 agents?

    Hi Marcos, I can think of two ways how to do this: 1.) Use the Round Robin App The app allows you to distribute tickets in different ways. One way is to have a simple, even distribution among your ...

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    Robert Wiesemborski commented,

    1. Support
    2. ...
    3. Email
    4. Archiving ticket email notifications

    Hi all, If the email, that is supposed to be archived, has one or more attachments, will those be archived as well? Or is the saving of attached files not possible? Looking forward to hearing your ...

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    Robert Wiesemborski commented,

    1. Community
    2. Support Q&A
    3. How do I stop receiving email notification of my own replies on tickets?

    Hi Adam, Is it necessary that everyone in the group is notified about changes on all tickets? If you only want the customer and the agent on the ticket to be notified, you can simply select the "Em...

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    Robert Wiesemborski commented,

    1. Community
    2. Support Q&A
    3. Auto responder after each message

    Hi Giulia, There are some default Zendesk triggers, that update the requester about any new comments on the tickets. You can find an overview of all default triggers and how to re-create them here:...

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    Robert Wiesemborski commented,

    1. Community
    2. Support Q&A
    3. Automate survey for Social Media

    Hi Tejas, I believe there is already an answer to your questions here. Let me know if this did not answer your question. #helpsome regards,Robert WiesemborskiZendesk Consultant @ helphouse.io

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    Robert Wiesemborski commented,

    1. Community
    2. Support Q&A
    3. Adding new end users

    Hi Ken, Does it make a difference if you go to Admin->People->Add User or if you click on the "+ Add" sign in the top left corner and then click "User"? Or is it the same behaviour for both ways? #...

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    Robert Wiesemborski commented,

    1. Chat
    2. ...
    3. Social messaging
    4. Installing and setting up social messaging channels (standard agent interface)

    Hi Katarzyna Rudnicka-Kuśnierz, You will need to purchase the Social Messenger Add-on for it to work as simply downloading the Social Messenger App is not sufficient.  You can find the overview of ...

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