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Lorena Emanuel

Joined Jun 28, 2024

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Last activity Aug 01, 2024

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ACTIVITY OVERVIEW

Latest activity by Lorena Emanuel

Lorena Emanuel commented,

Community comment Feedback - Ticketing system (Support)

Had to install the Hide Ticket Fields app by Sweethawk from marketplace to get an option to hide fields from agents.

View comment · Posted Aug 01, 2024 · Lorena Emanuel

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Lorena Emanuel commented,

Community comment Feedback - Ticketing system (Support)

Yes, exactly just like I suggested above for the individual email need.

View comment · Posted Jul 09, 2024 · Lorena Emanuel

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Lorena Emanuel commented,

CommentCustomer management and profiles

How do I update my avatar/ profile picture on here? Zendesk help/ Support.zendesk.com? Even though my profile picture is on my google account which I'm using to log in, as well as my profile picture in zendesk admin and agent. I know it's silly, but I'm just curious. 

View comment · Posted Jul 08, 2024 · Lorena Emanuel

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Lorena Emanuel commented,

Community comment Feedback - Ticketing system (Support)

I hear ya, I get a bit elaborate with workarounds when I want a software to do what I and there are more features I would like to see natively here. One more note to mention, you can add a very specific tag to a user as well if you go into the Agent portal and click on the Customers icon. If you pick a customer and click on them and add a very specific tag that only that user would have, then you can setup triggers for that specific person. I know it's just a workaround but I figured I'd share.

View comment · Posted Jul 08, 2024 · Lorena Emanuel

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Lorena Emanuel commented,

Community comment Q&A - Objects, workspaces, and rules

I was able to accomplish this email trigger to do various auto processes by first doing the following steps:

 

1. Setting up Organizations in the Agent portal with their email domain info or multiple email domains if needed for that organization

 

2. Setting up a tag in the tags section of the specific Organization setup page.  That tag would automatically be added to the ticket when someone sends in a request from their organizations email or if they create a ticket from the Zendesk app. It will use the email in the requester section and will filter for that organization and will use the tag automatically for that organization. For example if the name of the company is ACME and the email domain is @ACMEbusiness.com then I type in a tag called ACME for that organization to make it an easy tag.

 

3. Now you can use tags of the organizations in your trigger setups instead of trying to filter by org or email to make a function happen when a new ticket is created.

 

For example I have a custom field called “Internal Location” which I made a drop-down with all the organizations we work with that our agents want to see on the ticket but we dont' want the customers to see. So we set the field as “Agents can edit”.

 

I setup a trigger for EACH organization separately and name each trigger as Internal Location- ACME company, Internal Location- ABC company etc etc:

- under Conditions, and under Meet ALL of the following conditions:

    I chose “Ticket→Ticket” next drop-down “Is” next drop-down “Created”

   Then the second condition under that section would be

  “Ticket→ Tags” next drop-down “Contains at least one of the following” then in the tags, I typed the tag for the organization I wanted a trigger         for

 -under Actions, I chose “Ticket-Internal Location”  then the next drop down, I selected the name of the organization from that field.

 

Now every time anyone creates a new ticket, it uses the tag of the organization and tags the ticket as well as assigns the Internal Location field automatically for us. This helps us when we need to sort tickets by organization and who to assign it to etc.


This is just an example but you can use Tags with triggers to do a lot more upon what organization domain puts in a new ticket.

View comment · Posted Jul 08, 2024 · Lorena Emanuel

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Lorena Emanuel commented,

Community comment Feedback - Ticketing system (Support)

I was able to accomplish this email trigger to do various auto processes by first doing the following steps:

 

1. Setting up Organizations in the Agent portal with their email domain info or multiple email domains if needed for that organization

 

2. Setting up a tag in the tags section of the specific Organization setup page.  That tag would automatically be added to the ticket when someone sends in a request from their organizations email or if they create a ticket from the Zendesk app. It will use the email in the requester section and will filter for that organization and will use the tag automatically for that organization. For example if the name of the company is ACME and the email domain is @ACMEbusiness.com then I type in a tag called ACME for that organization to make it an easy tag.

 

3. Now you can use tags of the organizations in your trigger setups instead of trying to filter by org or email to make a function happen when a new ticket is created.

 

For example I have a custom field called “Internal Location” which I made a drop-down with all the organizations we work with that our agents want to see on the ticket but we dont' want the customers to see. So we set the field as “Agents can edit”.

 

I setup a trigger for EACH organization separately and name each trigger as Internal Location- ACME company, Internal Location- ABC company etc etc:

- under Conditions, and under Meet ALL of the following conditions:

    I chose “Ticket→Ticket” next drop-down “Is” next drop-down “Created”

   Then the second condition under that section would be

  “Ticket→ Tags” next drop-down “Contains at least one of the following” then in the tags, I typed the tag for the organization I wanted a trigger         for

 -under Actions, I chose “Ticket-Internal Location”  then the next drop down, I selected the name of the organization from that field.

 

Now every time anyone creates a new ticket, it uses the tag of the organization and tags the ticket as well as assigns the Internal Location field automatically for us. This helps us when we need to sort tickets by organization and who to assign it to etc.


This is just an example but you can use Tags with triggers to do a lot more upon what organization domain puts in a new ticket.

View comment · Posted Jul 08, 2024 · Lorena Emanuel

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Lorena Emanuel commented,

CommentGeneral questions and issues about tickets

I used the macro method suggested (thanks to the person who posted that). Although it works, it took a lot of setup. Had to make a macro for every follower we wanted. Then had to create a view for each of those people so they could view their own followings by the tag name. Then had to send out instructions to each agent to tell them how to use the macros to add followers instead of using the following section of the ticket. This is very convoluted and it would be really great to have an option to create a view with follower as an option without going through all of this.

View comment · Posted Jun 28, 2024 · Lorena Emanuel

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