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Graham Ferguson

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Activity overview

Latest activity by Graham Ferguson
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    Graham Ferguson commented,

    1. Community
    2. Feedback - Ticketing System (Support)
    3. Automatic Redaction of Customer Ticket Attachments

    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

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    • Graham Ferguson
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    Graham Ferguson commented,

    1. Guide
    2. ...
    3. Setting up Zendesk Guide
    4. Guide reporting tools for measuring self-service

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

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    • Graham Ferguson
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    Graham Ferguson created a post,

    Show Custom Organization Fields

    1. Community
    2. Zendesk Suite Q&A

    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 disp...

    • Graham Ferguson
    • Created
    • 2 followers
    • 1 comment
    • 0 votes
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    Graham Ferguson created a post,

    Bulk Update Organization User Permissions

    1. Community
    2. Zendesk Suite Q&A

    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 comme...

    • Graham Ferguson
    • Created
    • 2 followers
    • 1 comment
    • 0 votes
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    Graham Ferguson created a post,

    JIRA Details in Custom Ticket Fields

    Answered
    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 ...

    • Graham Ferguson
    • Created
    • 3 followers
    • 2 comments
    • 1 vote
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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
    • Edited
    • 4 followers
    • 1 comment
    • 0 votes
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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...

    • Graham Ferguson
    • Created
    • 1 follower
    • 0 comments
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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
    • Created
    • 3 followers
    • 1 comment
    • 0 votes
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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
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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
    • Created
    • 2 followers
    • 1 comment
    • 1 vote