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Ian Hawkins

Joined Jun 22, 2022

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Last activity Feb 21, 2025

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ACTIVITY OVERVIEW

Latest activity by Ian Hawkins

Ian Hawkins commented,

Community commentZendesk EAP - Exchange Connector

We have a large number of Exchange mailboxes that have been configured to forward to Zendesk up to now, as well as having the email delivered to the Exchange mailbox.

 

Will we have to "clear down" the mailboxes before we set them up to use the connector (to stop all the existing email in the mailbox being picked up by the connector), or will it only pick up new email received by the mailbox once it's enabled?  Thanks

View comment · Posted Feb 14, 2025 · Ian Hawkins

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Ian Hawkins commented,

Community commentZendesk EAP - Exchange Connector

I'm not sure how it would work with supplying the account credentials, but can you add Exchange Connector connections using the Zendesk API, like you can with a forwarded external support address ?  Or are there plans to add this in the future?  Thanks

View comment · Posted Feb 14, 2025 · Ian Hawkins

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Ian Hawkins commented,

Community commentZendesk EAP - Exchange Connector

We also have multiple shared mailboxes that currently forward to Zendesk that we want to switch to using the Exchange Connector.  However, as they are Shared mailboxes, there are no logon credentials for them.

What is the plan for this?  Are you suggesting we have to get ‘user’ accounts created for all our Shared mailboxes and have to logon using these accounts when we set-up the connections?  Thanks

View comment · Edited Feb 04, 2025 · Ian Hawkins

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Ian Hawkins commented,

CommentUsing content publishing flows

We have Light Agents in a group who we do not want to edit/verify knowledge articles (and the Light Agent role does not have Manage Guide set to do this).  However, Light Agents still receive the verify request if the group they are in is set as the article owner, but if they click the link they get an access denied message.  If they don't have access, surely it shouldn't send them the email?

View comment · Edited Aug 20, 2024 · Ian Hawkins

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Ian Hawkins commented,

CommentManaging your email

We have a problem with emails being received in Zendesk sent to additional SMTP addresses attached to the mailbox forwarding into Zendesk.

We are forwarding a mailbox to Zendesk from Exchange.

The primary email address of the mailbox is customer.services@companyname.co.uk

There are a number of additional SMTP addresses attached to the mailbox.  These are old email addresses that we are trying to phase out, but some people still send too.  e.g. enquiries@companyname.co.uk

We only want Zendesk to send out from customer.services@companyname.co.uk

Zendesk Email has been configured for customer.services@companyname.co.uk

When email is received in Zendesk from emails sent to one of the old, additional SMTP addresses then things are not working as hoped:

  1. The internal Zendesk email address is put in To
  2. The additional SMTP address sent to is put in CC

The ticket created email is sent back to the user from the internal Zendesk email address and any emails sent from the ticket are also sent from the internal Zendesk email address.  We want all the emails sent out from the primary customer.services@companyname.co.uk address that the additional SMTP address is attached too.

Is it possible to configure Zendesk to do this?

View comment · Posted Nov 14, 2023 · Ian Hawkins

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Ian Hawkins created a post,

Post Feedback - Ticketing system (Support)

Our use case is:

Our team leaders quality check a percentage of solved tickets to check they have been handled correctly.  After they have quality checked a solved ticket they need to mark that ticket as being checked so no one else quality checks it and we know how many have been checked

We have created a “Quality Assurance Completed” checkbox and have this displayed on the form.  We ideally only want this checkbox displayed when the ticket status is “Solved”.  We can’t identify any other custom fields that we can base the condition on.

The workaround that has been suggested by Support so far is:

  1. Create an extra custom text field, e.g. “Custom Ticket Status” and add it to the Form
  2. Create triggers to set this custom field to “Solved” when the standard ticket status value is Solved
  3. Create a condition on our custom “Quality Assurance Completed" field that we only want it displayed when the “Custom Ticket Status” is “Solved”
  4. Use the “Ticket Field Manager” app to always hide the “Custom Ticket Status” on the Forms

This workaround seems too much effort just to hide the checkbox when the status is not solved, so we have decided to just display the checkbox for all Statuses.  If we are able to use Status in conditions at some point it would be so much easier!

Posted Jul 13, 2023 · Ian Hawkins

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Ian Hawkins commented,

CommentUsing Built by Zendesk apps

Hi @... - thanks for your reply.  We already knew about this feature, but unfortunately "ticket status" is not available in the list of fields within the conditional ticket field feature.  This is why we are trying to find alternative ways to do this.

I have also reached out to Zendesk support and they have suggested a workaround, but it involves a lot of effort for something that seems quite straight-forward so we're still deciding if we want to implement it

View comment · Posted Jul 05, 2023 · Ian Hawkins

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Ian Hawkins commented,

CommentTicket customization

Hi,

We only want to show a custom field when the ticket status is Solved.  Is this possible to configure this using conditions?  I don't see Ticket Status in the list of fields to configure the condition against.

Thanks, Ian

View comment · Posted Jul 04, 2023 · Ian Hawkins

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Ian Hawkins commented,

CommentUsing Built by Zendesk apps

Hi,

We only want to show a custom field when the ticket status is Solved.  Is this possible to configure using this app?

Thanks, Ian

View comment · Posted Jul 04, 2023 · Ian Hawkins

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Ian Hawkins created a post,

Post Feedback - Reporting and analytics (Explore)

Using a Table report, if enough columns are displayed, a horizontal scrollbar appears. However, the scrollbar covers the bottom part of the last row - as shown below.

Is there a way to make the scroll bar appear a little lower so it doesn't cover the text?

You can use your mouse scroll wheel to move the data up a little bit to see the full text, but that's a very manual workaround.  

Here's a close up of the bottom of the "g"'s in the "Messaging" text being cover over by the scrollbar:

 

Edited Jun 23, 2023 · Ian Hawkins

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