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Graham Ferguson

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    48
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Posts

Recent activity by Graham Ferguson Recent activity Votes

  • 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

  • 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

  • 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

  • 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

  • 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
    • 0 votes

  • 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

  • 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

  • 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
    • Created
    • 3 followers
    • 1 comment
    • 1 vote

  • Show Request Form as Default Page

    Answered
    1. Community
    2. Zendesk Suite Q&A

    I have one Help Center which really is just a place to host a ticket form. Is there any easy way to automatically redirect a visitor to the help center to the submit a request page?

    • Graham Ferguson
    • Created
    • 2 followers
    • 7 comments
    • 1 vote

  • Organization Users Setting

    1. Community
    2. Feedback - Ticketing System (Support)

    Is there any way when a new organization is created (automatically from Salesforce in our case via the standard integration) to have the user settings set to 'Can view all org tickets and add comme...

    • Graham Ferguson
    • Created
    • 2 followers
    • 3 comments
    • 0 votes