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Sam Quirke
Joined Jul 20, 2023
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Last activity Aug 14, 2024
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Latest activity by Sam Quirke
Sam Quirke created a post,
Hi All,
My company uses Zendesk across 3 products and I'm bringing a 4th online. This is all within the same brand (i think that's the root cause of problem).
For this 4th product, we'll be using Zendesk Support more for service delivery than support, so giving customers the ability to set priority on tickets is important. For the other products, we don't allow customers to set the priority, this is the permission on the priority system field:
I thought I'd be able to work around this with an automation. I created a new field for priority and created this rule:
The issue here is the rule won't trigger for an hour and I can't seem to work out how to have the rule trigger upon ticket submission, is this possible?
This is the impact:
This will be confusing for the customer when they see their ticket in the portal with conflicting priorities before the rule has triggered.
Is this the right approach? If so, is it possible to have rules trigger upon submission?
If it's not, is there any suggestions to how I can have the system priority field show on the form for this product and not others (1 form per product).
Cheers, Sam
Posted Aug 14, 2024 · Sam Quirke
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Sam Quirke commented,
Hi Julio H,
Reading over some of the comments from 2021 and wondering if what I am trying to achieve below is now possible.
We have three different regions (North America, UK , APAC) on our instance of Zendesk, all with different customers and products. I am planning to roll gather out only to the APAC region.
I would like to activate gather and have it only accessible to a limited cohort of users for a trial. How do I achieve this?
The key thing I'm worried about is activating the community in the Gather settings and then all users being able to access it (that will be a mess!). It would be helpful to understand what happens when the community is activated, I can't see if this is described anywhere.
Thanks, Sam
View comment · Posted Jul 20, 2023 · Sam Quirke
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