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NIki

Joined Jun 28, 2022

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Last activity Feb 27, 2024

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Latest activity by NIki

NIki commented,

Community comment Feedback - Ticketing system (Support)

Has there been any updates where we can send attachments through a bulk edit? Or just allowing attachments in a macro to be sent when sending in bulk?

I want to apply a macro to many tickets at a time, but the macro includes an attachment. Alternatively, I could set a trigger to send a notifying email for every ticket that applies - but I can't put an attachment in a ticket that's sent via a trigger.

View comment · Posted Feb 27, 2024 · NIki

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NIki commented,

Community comment Feedback - Ticketing system (Support)

Any update yet?

View comment · Posted Mar 13, 2023 · NIki

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NIki commented,

CommentTicket management

Thank you, Gabriel. The article made it seem like that would be overridden.

When private ticket creation is enabled, comments on new tickets created by an agent become private comments (internal notes) by default, as do all subsequent comments, until a public reply is made.

But I guess by checking the public default option, it overrides the override.

View comment · Posted Aug 31, 2022 · NIki

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NIki commented,

CommentTicket management

Is there a way to enable private ticket creation, but still have Public Reply be the default?

Muscle memory of creating and answering so many tickets can mean agents pay less attention to detail. Obviously, this could create issues if one is made but it's meant to be the other.

View comment · Posted Aug 18, 2022 · NIki

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NIki commented,

CommentTicket basics

I had an agent create a proactive ticket for a user, and cc'd another user. When the CC'd user replied all, he was flagged as not part of the conversation and the comment was made internal. He clearly was part of the conversation as he was cc'd on the original ticket. Our agent's creating proactive tickets and cc'ing other users is a common occurance. We can't afford to be having users flagged and having to copy/paste their content for them. How do we ensure that our users don't get flagged? As far as I can tell the rules say this shouldn't be happening.

Please create a ticket from this comment, this is the current issue ticket https://stage32.zendesk.com/agent/tickets/66384

View comment · Posted Jul 14, 2022 · NIki

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NIki created a post,

Post Q&A - Users, groups, and organizations

We've just added several agents to our account, and a few of them have different domain email addresses. They are virtual assistants and so instead of person@company.com they have person@virtual.com, for example. The staff that have outside emails, have "Restricted Agent" listed next to their names. Will this affect their abilities inside Zendesk? We'd prefer to not have to create new emails just for them to use for logging in.

Posted Jul 09, 2022 · NIki

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