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Graham Ferguson

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Activity overview

Latest activity by Graham Ferguson
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    Graham Ferguson created a post,

    JIRA Details in Custom Ticket Fields

    1. Community
    2. Zendesk Suite Q&A

    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 ...

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    Graham Ferguson created a post,

    Make Knowledge Article Mandatory

    1. Community
    2. Zendesk Suite Q&A

    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...

    • Graham Ferguson
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    Graham Ferguson created a post,

    Salesforce Ticket View and Mentions

    1. Community
    2. Zendesk Suite Q&A

    Hi, Struggling to get an answer from Zendesk support so I am wondering if anyone knows when using the Zendesk ticket view in Salesforce when a light user is adding an internal comment (cannot add p...

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    Graham Ferguson created a post,

    Create Scorecard

    1. Community
    2. Zendesk Suite Q&A

    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, a...

    • Graham Ferguson
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    • 3 followers
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    Graham Ferguson commented,

    1. Guide
    2. ...
    3. Customer portal
    4. Requesters are unable to mark tickets as solved in the help center

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

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    Graham Ferguson created a post,

    View Automated Messages in Tickets

    1. Community
    2. Zendesk Suite Q&A

    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...

    • Graham Ferguson
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    • 2 followers
    • 1 comment
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    Graham Ferguson commented,

    1. Apps and integrations
    2. ...
    3. Salesforce integration
    4. Using Ticket View in Salesforce

    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?

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    Graham Ferguson created a post,

    Hide Blank Custom Fields on Requests

    Answered
    1. Community
    2. Zendesk Suite Q&A

    Using conditional logic in the ticket form means there are a lot of questions with blank responses and I would like to hide these to keep the request view tidy. You can see how this looks today in ...

    • Graham Ferguson
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    • 3 followers
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    Graham Ferguson commented,

    1. Community
    2. Zendesk Suite Q&A
    3. Show Request Form as Default Page

    Thank you so much Pulkit Pandey it's working perfectly now!

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    Graham Ferguson commented,

    1. Community
    2. Zendesk Suite Q&A
    3. Show Request Form as Default Page

    Pulkit Pandey here is the code in the script.js file:

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    • Graham Ferguson
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