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Graham Ferguson
Joined May 31, 2022
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Last activity Nov 02, 2023
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Latest activity by Graham Ferguson
Graham Ferguson commented,
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,
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,
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,
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,
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,
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,
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,
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,
Posted Nov 24, 2022 · Graham Ferguson
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Graham Ferguson commented,
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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