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Akanksha Shukla's Avatar

Akanksha Shukla

Joined Nov 15, 2023

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Last activity Jan 25, 2024

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ACTIVITY OVERVIEW

Latest activity by Akanksha Shukla

Akanksha Shukla commented,

Community comment Q&A - Tickets and email

@Brandon I am not using the email functionality as of now, but have plans to start after a few months. My users try using the email to raise a request, which I don't want. 

Please help if there is a way to stop the email tickets.   

Thanks.

 

View comment · Posted Jan 25, 2024 · Akanksha Shukla

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Akanksha Shukla created a post,

Post Q&A - Reporting and analytics

Hi Team, 

Can you please help with the process of downloading large reports as I have a large load of tickets on days, or if any filter be applied for hours so that I can download the reports based on hours? 

Your support will be appreciated. 

Thanks 

Posted Jan 24, 2024 · Akanksha Shukla

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Akanksha Shukla created a post,

Post Q&A - Tickets and email

Hi everyone, 

Can someone help me with a way to restrict email ticketing, I am still developing my system, and have different channels so want to restrict the email channel as of now. 

Please share your support. 

Thanks in advance. 

 

Posted Jan 24, 2024 · Akanksha Shukla

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Akanksha Shukla created a post,

Post Discussion - Success with Zendesk

Hi All,

I need help in a use case where an agent assigned to a ticket does not work in the given TAT, the notification should go to the supervisor in a given time but, here the supervisor or the reporting manager will be changing frequently. This they want to have as the ticket unsolved or not worked on time are looked into and the supervisor during that time has the proper update on the same.

Please provide us with the best solution to this. 

Thanks 

Posted Dec 15, 2023 · Akanksha Shukla

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Akanksha Shukla created a post,

Post Feedback - Ticketing system (Support)

We desire a restriction where if an agent finds a ticket assigned to them irrelevant, they should be limited to reassigning that ticket only to their supervisor.

For Example - If I am an agent with restriction, and I get a ticket, that is not relevant to me,  I should not be able to assign this ticket to my team member,  I should only be able to assign the ticket to my supervisor. 

Please help if I could get a relevant solution in this aspect. 

Thanks 

Akanksha

Posted Dec 07, 2023 · Akanksha Shukla

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Akanksha Shukla created a post,

Post Q&A - Tickets and email

Child ticket status change will not open parent ticket. In the current functionality, the parent ticket opens only if there is a comment done on the child ticket, not on the status change.

For Example - If my child's ticket agent does not comment on the ticket and just changes the status. The parent ticket should change the status automatically. 

Please suggest how to get this done. 

Thanks 

Akanksha

 

Posted Dec 07, 2023 · Akanksha Shukla

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Akanksha Shukla created a post,

Post Feedback - Ticketing system (Support)

My team desires that once a ticket is assigned to an agent, that agent should be the sole responsible individual authorized to update the ticket, and no other user in the system should have the ability to edit or modify that specific ticket. For example, if a ticket is assigned to me, only I can edit or update that particular ticket. No one else should be able to do it. 

 

Posted Dec 06, 2023 · Akanksha Shukla

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Akanksha Shukla created a post,

Post Feedback - Apps and integrations (Platform)

Hi, can someone help me with the best way to integrate Zendesk with Yellow AI (messenger) or any plug-in available in the market place?

Tried a few ways but it's not working.

Your support is appreciated!!

Thanks 

Akanksha 

 

Posted Dec 01, 2023 · Akanksha Shukla

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Akanksha Shukla commented,

CommentTeam members and groups

Hello All, 

How can we restrict the agents for reassignment tickets and unrestricted the supervisor (custom role) for reassignment? 

Please provide me with a solution to this issue as it's a critical issue for my system. 

Any suggestion for the third-party app would be appreciated.  

Thanks in advance. 

 Akanksha 

 

View comment · Posted Nov 21, 2023 · Akanksha Shukla

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Akanksha Shukla commented,

CommentTeam members and groups

Hi All, 

I am looking for a solution where the edit or update access lies with the assignee of a ticket only. No one should be able to update or edit the ticket.

Any solution for the issue or suggestions for third-party solutions will be appreciated. 

Thanks in Advance. 

 

View comment · Posted Nov 21, 2023 · Akanksha Shukla

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