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Janet Holyoak

Joined Dec 15, 2022

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Last activity Jul 31, 2023

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Latest activity by Janet Holyoak

Janet Holyoak commented,

CommentRouting

Jed Hollander The example I have is that our team's capacity is set to 5 tickets.  If a customer designates a ticket as urgent, I want that ticket to count as 2 tickets instead of 1 ticket so that I'm only assigned 4 tickets instead of 5.  Typically urgent tickets require greater effort on behalf of our agents, so we want their capacity decreased when assigned an urgent ticket.

View comment · Posted Jul 31, 2023 · Janet Holyoak

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Janet Holyoak commented,

CommentRouting

Is it possible to have a single ticket count as 2 capacity based on the priority of the ticket?  Ie. if set to Urgent, then the ticket counts as 2 for an agent's capacity?

View comment · Posted Jul 24, 2023 · Janet Holyoak

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Janet Holyoak created a post,

Post Feedback - Apps and integrations (Platform)

We are wanting to show what products our customers have purchased and emergency contacts in the Zendesk Salesforce Sidebar App. Salesforce is our source of truth for these items. We have more than 5 products and emergency contacts linked to our Accounts.

Posted Mar 13, 2023 · Janet Holyoak

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Janet Holyoak created a post,

Post Feedback - Ticketing system (Support)

We are wanting to show what products our customers have purchased and emergency contacts in the Zendesk Salesforce Sidebar App. Salesforce is our source of truth for these items. We have more than 5 products and emergency contacts linked to our Accounts.

Edited Mar 13, 2023 · Janet Holyoak

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Janet Holyoak created a post,

Post Feedback - Apps and integrations (Platform)

It appears that the Salesforce for Zendesk App caps related records to an Account at 5 records.  We need to be able to see more (particularly Contacts and Products Purchased).  Our agents need to be able to see all Products Purchased by an Account in order to best serve them and most customers purchase more than 5 products.

Posted Feb 13, 2023 · Janet Holyoak

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Janet Holyoak commented,

CommentSalesforce integration

Is there any way to request that the related record cap (5) is removed? We are wanting to show what products our customers have purchased and Emergency Contacts. Salesforce is our source of truth for these items. We have more than 5 products and Emergency Contacts on our Accounts.

View comment · Posted Feb 08, 2023 · Janet Holyoak

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Janet Holyoak commented,

CommentSalesforce integration

Is it possible to bring custom objects from Salesforce into Zendesk?  We have a related object to the Account object that we would like to list records of in Zendesk.

View comment · Posted Dec 15, 2022 · Janet Holyoak

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