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Sydney Neubauer
Joined Aug 15, 2022
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Last activity Feb 11, 2025
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Latest activity by Sydney Neubauer
Sydney Neubauer commented,
+1 we run into this issue as well if you copy and paste ticket content as it says ‘Yesterday’ which does not help for historical record. And when troubleshooting tickets, trying to find the impacted time range/date, takes time as you have to hover to see the date and time
View comment · Posted Feb 11, 2025 · Sydney Neubauer
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Sydney Neubauer commented,
Joel Cohen Is there an announcement around this change? This is something we are eagerly awaiting and didn't see one come out aside from your comment
View comment · Posted Feb 05, 2025 · Sydney Neubauer
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Sydney Neubauer commented,
+1 I can definitely see a use for this
View comment · Posted Feb 03, 2025 · Sydney Neubauer
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Sydney Neubauer commented,
+1 we would also like the ability to create tickets based on other comments. We have scenarios where someone will submit a single ticket for 10+ issues and we need to split them up to ensure the right team handles it. Having the ability to split tickets off would save so much time
View comment · Posted Jan 28, 2025 · Sydney Neubauer
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Sydney Neubauer commented,
+1 Even for maintenance purposes - we underwent a rebranding so we needed to search for certain keywords within macros. This would be easier if we could search for content
View comment · Posted Jan 28, 2025 · Sydney Neubauer
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Sydney Neubauer commented,
+1 We run into this aswell. Including for internal notes, as we share the instance with IT so Agents are always logged as followers and unaware the internal note will go to them as well
View comment · Posted Jan 28, 2025 · Sydney Neubauer
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Sydney Neubauer commented,
+1 this has been requested for 5 years now. Is there any change in priority around this?
View comment · Posted Jan 27, 2025 · Sydney Neubauer
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Sydney Neubauer commented,
+1 added in Conversation order as Layout builder comment order currently does not impact the SC experience so if newest are at top in the ticket, the newest are still at the bottom in SC
View comment · Posted Jan 27, 2025 · Sydney Neubauer
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Sydney Neubauer commented,
+1 We did have a workaround that has been serving us well. And that is by implementing conditional fields as conditional fields have the option on when they are required (new, pending, on hold etc). But still, you shouldn't need a workaround
- Create a checkbox or dropdown field (we used a dropdown field with a named ‘required’ option)
- You will need to add this field to each form
- Download the Free sweethawk app ‘Hide Ticket Fields (Legacy)’
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Inside the app - choose to hide the checkbox that you added to each form so no one can select it
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Create a trigger that will mark this checkbox/dropdown as checked upon creation/update etc.
- Then back on the forms, if you set conditional fields so that the field you want to be required on different statuses is required based on that checkbox being checked, you can choose when it is required
This shouldn't be so complicated but the nice thing is, you do this legwork once and you are good to go. But Zendesk really should just add this functionality.
View comment · Posted Jan 24, 2025 · Sydney Neubauer
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Sydney Neubauer commented,
+1 we definitely run into this regularly.
Problem: We have an IT team working in the same instance and if there is an issue on a thread, they forward that thread to the IT team to investigate but because it is by message ID, it doesn't make it to IT.
Suggestion: It would also be awesome if we could set messages to thread based on headers - if subject line, sender, recipient is different than what is already in Zendesk, then it does not thread. Message IDs are hidden so there is no way to tell if a message was already created in Zendesk and will thread.
What we are currently doing: Currently we have to instruct everyone that contacts us they can't forward but instead send brand new emails
View comment · Posted Jan 23, 2025 · Sydney Neubauer
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