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Bill Brooks

Joined Mar 09, 2023

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Last activity Jul 18, 2024

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ACTIVITY OVERVIEW

Latest activity by Bill Brooks

Bill Brooks commented,

CommentBuilding reports

Hello, 

 

I'd like to perform calculations on our data and visualize it in a report.  For example, I'd like to see the % of tickets created from various ticket channels  (the web form vs an email) over time.    It seems easy to plot the number of tickets created by a given ticket channel, but is there an easy way to calculate the % of tickets created from a specific ticket channel over time in the beta version?

 

thank you,


Bill 

View comment · Edited Jul 18, 2024 · Bill Brooks

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Bill Brooks commented,

CommentTeam members and groups

Is there an easy way to see Team Members Zendesk ID's without needing to export data via a JSON?  It would be great if a person's Zendesk ID was viewable from the Team Member's page.


Bill

View comment · Posted Mar 18, 2024 · Bill Brooks

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Bill Brooks commented,

CommentHow to customize the theme of the help center

What I mean to say is that, the body this article is describing how to remove the SIGN IN link, but the title and Q&A say this is how to remove the SIGN UP link, which is very different. The article Ifra referenced above shows editing the sign up link is not possible. 

I would recommend changing the title and description of "How can I completely hide the SIGN UP button from my help center", as it is very misleading. It should be titled "How can I completely hide the SIGN IN button from my help center".

This article says we can keep the ability for everyone to submit tickets and remove the sign up link.  That is not at all what removing this code block does.  This removes the sign in link, but people still have the ability to sign up and create their own accounts. 

View comment · Edited Aug 01, 2023 · Bill Brooks

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Bill Brooks commented,

CommentHow to customize the theme of the help center

Hello,

We need to keep the ability for anyone to submit tickets via email, but we want to prevent people from creating their own accounts to access the help center.  I'd like to control who has access to the help center.

We have Copenhagen theme v2.19.4, API v2.  Following the steps in the article above removes the user drop down in the header, but does not affect the sign up link. 

I need to remove the "sign up" and "Get a password" links from the log in screen. 

Can you please advise how to proceed? 

View comment · Posted Jul 31, 2023 · Bill Brooks

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Bill Brooks commented,

Community comment Feedback - Ticketing system (Support)

I echo Marjana's comments. 

Having the general search find data which is in custom organization or contact fields is something that my company would also greatly benefit from.

We have a field called Acronym.  For a hypothetical example: we would have Massachusetts Institute of Technology as an Organization, with MIT in the Acronym field. 

We would have expected that searching for MIT in the general search would result in Massachusetts Institute of Technology show up in the search results.  This does not happen, and seems like a flaw in Zendesk. 

Please let us know if adding custom fields data into general search is on the road map for future versions of zendesk.

View comment · Posted Jun 09, 2023 · Bill Brooks

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Bill Brooks commented,

CommentTeam members and groups

I'd like to give access to all tickets to several Light Agents in our company.  For full agents, I see how to do this in the admin center.  However, for light agents, the same option does not seem to exist.  I can only let them see tickets from their groups.  This article suggests that allowing a light agent to see all tickets is possible.  Can you please let me know how to do that?

Thanks,


Bill

View comment · Posted Jun 07, 2023 · Bill Brooks

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Bill Brooks created a post,

Post Q&A - Help center and community

Hello, we would really like to allow anyone to submit tickets via email, but restrict access to the Help Center.  We do not want to allow people to create their own account, rather only an admin or agent to allow access to a user. 

Is following this article: https://support.zendesk.com/hc/en-us/articles/4408831311130, our only course of action?

It would be really great to have a feature in the settings where we can simply check a box that would remove the ability to have end users create their own account, with also allowing anyone to submit tickets via email without them showing up in the Suspended tickets view.

Posted May 16, 2023 · Bill Brooks

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Bill Brooks commented,

CommentSetting Guide roles and permissions

Hello, our company would like to restrict access to our help center to signed in users.  But, we do not want just anyone to be able to create an account.  We want to control who has an account for Help Center access.  However, we would like to allow anyone to be able submit a ticket via email.  Can you please point me to where in the settings we would enable such a restriction, (to have only admins and agent be able to grant KB access to users, but allowing anyone to submit a ticket via email). 

thank you,

Bill

View comment · Edited May 16, 2023 · Bill Brooks

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Bill Brooks commented,

Community comment Feedback - Ticketing system (Support)

Adding bulk uploads to existing ticket fields seems like it should be a very easy thing to implement and many people who would benefit. Myself and my company included. Please consider adding this functionality asap

View comment · Posted Apr 08, 2023 · Bill Brooks

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Bill Brooks commented,

CommentTicket basics

Hello,

Our small company will often have a customer write directly to an agent, rather than our support address.

If the agent forwards the email to support, the ticket is created and the requester is set as expected.

However, only the requester gets the notification that a new ticket was created, and not the list of people who were in cc on the original email.  Also, the cc list is stripped off so upon our reply from zendesk, we need to manually add each cc back into the chain. 

If an agent forwards an email to support to create a ticket on behalf of the customer, is there a way to auto notify each person on the original cc list, as well as keep them in cc for the Agent's reply from Zendesk?

View comment · Posted Mar 15, 2023 · Bill Brooks

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