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Graham Ferguson

Joined May 31, 2022

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Last activity Nov 02, 2023

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ACTIVITY OVERVIEW

Latest activity by Graham Ferguson

Graham Ferguson commented,

Community comment Feedback - Ticketing system (Support)

This is a huge issue. For example we often have to get .HAR files but this contains sensitive data that we would like to automatically remove for SOC2 compliance etc

View comment · Posted Nov 02, 2023 · Graham Ferguson

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Graham Ferguson commented,

CommentReporting and analytics for help center

I agree with Jessica Peck - is there a way to build this metric in Explore?

View comment · Posted Mar 03, 2023 · Graham Ferguson

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Graham Ferguson created a post,

Post Q&A - Users, groups, and organizations

I have a requirement to be able to show common items such as an organization's Account Manager, Customer Success Manager etc and other custom data held in the organization.

Is there any way to display this on a page or in a user profile to make the experience more personalized?

Posted Feb 07, 2023 · Graham Ferguson

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Graham Ferguson created a post,

Post Q&A - Users, groups, and organizations

We have thousands of organizations in Zendesk and more added automatically via Salesforce. Currently, I have to manually update the permissions on an org to allow users to see all tickets/add comments as this is not the default.

I cannot see any way to trigger an update to these fields and manually updating via bulk import doesn't seem scalable.

Ideas?

Posted Feb 07, 2023 · Graham Ferguson

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Graham Ferguson created a post,

Post Q&A - Apps and integrations

We use JIRA extensively and I would love to be able to take key fields such as ID etc and place them in custom ticket fields so they can be added to views, reports etc. Does anyone know if this is possible or would this need to be done in the integration mapping itself?

Posted Jan 13, 2023 · Graham Ferguson

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Graham Ferguson created a post,

Post Q&A - Help center and community

Hi,

I would like a way to make it mandatory for agents to have to request a KB article if none exists before being able to mark a case as solved i.e. no article exists or was not used in the ticket.

While we are trying to encourage agents to do this via training we see this as vital to make knowledge at the heart of what we do so this would help enforce this process.

Any thoughts?

Edited Dec 11, 2022 · Graham Ferguson

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Graham Ferguson created a post,

Post Q&A - Reporting and analytics

I am looking for any examples of how someone may have gone about building out a dashboard in Explore which is essentially a KPI scorecard using the standard traffic light scoring system i.e. red, amber and green for performance against standard metrics i.e. occupancy, average resolution time etc.

Posted Dec 03, 2022 · Graham Ferguson

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Graham Ferguson commented,

CommentCustomer portal

There is no code attached to this article....

View comment · Posted Nov 30, 2022 · Graham Ferguson

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Graham Ferguson created a post,

Post Q&A - Tickets and email
I have a number of automations sending notifications to customers. While I can add the tag is there any option to have the message included in the messages view (private/public) of a ticket to give a better view of all customer comms to the agents.

Posted Nov 24, 2022 · Graham Ferguson

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Graham Ferguson commented,

CommentSalesforce integration

Is there any way not to require the assignee to be selected. We are using omnichannel routing and want to have Zendesk assign and not an individual?

View comment · Posted Nov 11, 2022 · Graham Ferguson

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