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Stéphanie Cettou

Joined Jun 20, 2022

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Last activity Oct 30, 2023

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ACTIVITY OVERVIEW

Latest activity by Stéphanie Cettou

Stéphanie Cettou commented,

Community comment Feedback - Ticketing system (Support)

Hello, +1 for the feature to be able to set the requester in a macro

thank you, 

View comment · Posted Oct 30, 2023 · Stéphanie Cettou

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Stéphanie Cettou commented,

CommentTicket customization

Hi Noly Maron Unson

thank you very much for your answer. 

I tried this. The field is indeed not visible when the end user is submitting a request using the Form.

But, it is visible when the end user displays the request. 

Is there any way to have a custom field visible for the agent, but completely hidden for the end user?

thank you,  

View comment · Posted Oct 09, 2023 · Stéphanie Cettou

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Stéphanie Cettou commented,

CommentTicket customization

Thank you Neil, if I do this, I need to activate the custom ticket field in the form, right? So, customers would see this field. 

Is there any way to have a field on the agent interface for a particular form. But hide it on the customer side? 

View comment · Posted Sep 12, 2023 · Stéphanie Cettou

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Stéphanie Cettou commented,

CommentTicket customization

Hello, is it possible to add a tag to a ticket ? Not an existing field, but just a tag. 

View comment · Posted Jul 11, 2023 · Stéphanie Cettou

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Stéphanie Cettou commented,

CommentHow to fix access issues

Hello, 

I would like to disable the 'Anyone can submit tickets' option, to prevent user's from signing up for accounts.

But, I would like to allow unknown user's email in a support request, without this being stopped in the suspended ticket queue. 

Any idea?

Thank you, 

Stéphanie

View comment · Posted Feb 02, 2023 · Stéphanie Cettou

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Stéphanie Cettou commented,

CommentViews, ticket status, and ticket fields

Hello, 

I refresh the page multiple times, closed, etc. And I waited more then 10min. But, my fields are still not on the order I asked for... 

Any other idea? 

View comment · Posted Jul 14, 2022 · Stéphanie Cettou

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Stéphanie Cettou commented,

Community comment Feedback - Ticketing system (Support)

Hello, 

would be extremely helpful to have the BCC option to run proactive campaign or inform about a specific update, for example. Without all people contacted see each other adresses. 

Then, if one of these person comes back to us, it creates a new ticket, it is perfectly fine. So, we can handle the communication specifically. 

Thank you, 

View comment · Posted Jul 11, 2022 · Stéphanie Cettou

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Stéphanie Cettou created a post,

Post Feedback - Ticketing system (Support)

Hello, 

we already have customer with the habit to call us on whatsapp. Using Zendesk, I was aiming to redirect text messages into a ticket. 

However, the fact this will block the possibility to receive calls is bloking me on implementing this feature. 

This means that everytime a customer contacts us with a zendesk message, we will need to manually enter the message into zendesk and follow up by e-mail. 

It is a real shame. 

Does other people have the same scenario? 

Posted Jun 21, 2022 · Stéphanie Cettou

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Stéphanie Cettou commented,

Community comment Feedback - Ticketing system (Support)

would be nice to have this, for example to change tags to improve statistics, if for example a tag has been updated

View comment · Posted Jun 21, 2022 · Stéphanie Cettou

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Stéphanie Cettou commented,

Community comment Feedback - Reporting and analytics (Explore)

Hello, I would love to have this possibility, too. 

My need would be to calculate the ratio between number of tickets and the usage in hours of hours manchines. I can for sure do this in Excel, but bein able to enter this in Explore would permit to have everything into the same page. 

View comment · Posted Jun 20, 2022 · Stéphanie Cettou

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