Oliver Jackson

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Recent activity by Oliver Jackson Recent activity Votes
  • Why is something automatically tagging tickets?


    Hi everyone, I realise that this is of my doing since the tag being applied is relevant to our company, but I can't find what is triggering it in the event. I've trawled through triggers and automa...

  • Mandatory assignee when creating a ticket on behalf of requester


    I found some threads that touch on the subject, but not directly enough for my situation. I understand there are ways of creating additional fields which must be completed by the agent, however whe...

  • Why are overseas calls prefixed as UK calls?

    Hi all, we're based in the UK (so our prefix is +44), but when customer's call us from abroad, their number still shows up as a UK number...sort of. The caller above was calling from Italy (+39), a...

  • Shared tickets Notifications...I'm stuck! :-/

    Hey folks, I will explain the status quo first, so that someone perhaps can help me with my requirements, as I'm truly flummoxed and still incapable of making this small dream become reality. We ha...

  • Ticket Sharing not working

    Hi, I set up a ticket sharing agreement between 2 of our Zendesks, and it doesn't seem to be working. All sending and receiving settings state the following: Comment and status permissions Make p...

  • SLA Issues


     Hi! I'm really stuck with SLA's... :( I've tried everything for them to show up for when a ticket is New, or whenever a customer replies with a public comment to a ticket. But alas, to no avail. W...

  • How to set up a trigger to automatically reassign a ticket?


    Hi, is it possible to set up triggers that would automatically reassign a ticket if an agent isn't logged in (i.e unavailable)?   And also, we are running the Round Robin app, which works well. How...

  • Ticket Satisfaction Survey


    Hi,   I am trying to get the satisfaction surveys to work once a ticket is solved, but they don't seem to ever work. Am I doing something wrong (below)?  

  • Agent Initials not appearing in the "Assigned" bubble


    It would be great to have the initials of the agent appear on the "assigned" chat circle, like it does for "served" chats ones. I know that the initials appear when the agent begins chatting, but i...