Recent searches
No recent searches

Forrest Doud
Joined Oct 11, 2022
·
Last activity Jul 16, 2024
Following
0
Followers
0
Total activity
30
Votes
14
Subscriptions
8
ACTIVITY OVERVIEW
BADGES
ARTICLES
POSTS
COMMUNITY COMMENTS
ARTICLE COMMENTS
ACTIVITY OVERVIEW
Latest activity by Forrest Doud
Forrest Doud commented,
This article says “Text and multi-line custom fields are currently supported.” in the Transfer to agent step, but I don't see the multi-line custom field I created as an option to add.
View comment · Posted Jul 16, 2024 · Forrest Doud
0
Followers
0
Votes
0
Comments
Forrest Doud commented,
Mark Smith Thanks so much for posting this. While not a full solution for those using/needing all the Slack integration features it's perfect for my situation where we just use them for notifications on new tickets. Super easy 5 minute setup and I literally just cancelled our Zapier subscription now.
View comment · Posted Oct 20, 2023 · Forrest Doud
0
Followers
0
Votes
0
Comments
Forrest Doud commented,
Bumping this to chime in on the need for this as a single Slack instance is pretty standard for most companies. I'm configuring a new second Zendesk instance currently and just found out the hard way by breaking Slack integration for our existing domain that only one support domain is supported. Seems kinda ridiculous to have to go purchase another 3rd party tool subscription (Zapier) in order to do this.
View comment · Posted Oct 11, 2023 · Forrest Doud
0
Followers
0
Votes
0
Comments
Forrest Doud commented,
Just chiming in with others that it's baffling this isn't a feature at this point when this original post is 8 years old. With all the functionality surrounding triggers already existing I truly can't understand how the the dev team couldn't implement this in a matter of hours if not days, no matter how spaghetti the code might be behind the scenes.
View comment · Posted Oct 10, 2023 · Forrest Doud
0
Followers
1
Vote
0
Comments
Forrest Doud commented,
Hi Heather! Thanks for the super quick response and confirming things for me. Appreciate your suggestion on not using Orgs at all in my use case too. I think I agree with you it's not necessary as and probably better suited for corralling other. Picking up a long to-do/look-into list from my predecessor and learning Zendesk as I go.
View comment · Posted Nov 16, 2022 · Forrest Doud
0
Followers
1
Vote
0
Comments
Forrest Doud created a post,
Background - I have inherited a small Zendesk setup as a new admin. We have an open Zendesk Support instance as we use it to support end users of two different free mobile applications. We break up the support flows by having a separate brand and support center setup for each. With a third app coming out in the next year we will have a third brand added into the mix. Users submit tickets either via support form or chatbot.
We currently do not use Organizations in anyway. It seems best practice to me to add end users for each app into an organization as this will open up some functionality and help segregate/organize things even further down the road as we grow.
Am I wrong or does the only way to have users automatically added to an organization seem to be based on their email domain? The end users of our apps could have any email domain under the sun so this doesn't work. I don't see a way to do this with triggers either unless I am over looking something.
Is my only option some kind of custom code/web trigger to add new users to an organization when they create their first ticket?
Posted Nov 16, 2022 · Forrest Doud
0
Followers
2
Votes
3
Comments
Forrest Doud commented,
Thanks Ahmed. I actually figured out the issue. When going through training/support docs I found this:
"With an open help center, customers are required to enter an email address to create an account when they submit a support request. For this reason, the Email field is automatically included in all customer-facing ticket forms. You cannot change the order in which the Email field appears. "
We are using an Open help center so the email field is added automatically (the one at the top). Someone manually added a second email field which I now know I can delete.
View comment · Posted Oct 12, 2022 · Forrest Doud
0
Followers
0
Votes
0
Comments
Forrest Doud created a post,
Brand new Zendesk user (day 2) so probably a dumb question, but I am inheriting a basic setup and figuring out as I go. In our Ticket Forms we have just a single "Default Ticket Form" that the previous admin created or i'm guessing modified.
It has the fields we want except it also shows two email fields for End Users to fill out on the Submit a request page. I see where the previous admin added a Text field for "E-mail" to the form so I know I can delete that one and resolve the issue. My main question is where is the "Your email address" field coming from as it doesn't show on the form builder page? Want to know how that is configured as I don't want to break anything. In a separate trial account I am using as a sandbox instance that "Your email address" doesn't appear by default when I create a form.
Posted Oct 11, 2022 · Forrest Doud
1
Follower
2
Votes
1
Comment