Eric
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Total activity54
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Last activity
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Activity overview
Latest activity by Eric-
Eric commented,
We added a new agent and new agent was not able to see unassigned tickets. The above comments did not help for me. By comparing profile settings with another agent I discovered the new agent Access...
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Eric commented,
We are just starting to have our agents use MFA. I don't see any options for an admin to disable MFA for a user having an issue logging in. So recovery codes being the only option I see, must be fo...
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Eric commented,
I created a view for closed tickets. That lists what I need but there's no check boxes to select and delete more than one at a time. Also the only condition in the view is status=closed. I click th...
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Eric created a post,
Scrubbing old data
I doubt this is possible but have to ask. We are a school and best practice is to delete student data over 5 years old. Is there a way to do this ourselves or from Zendesk headquarters and possibly...
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Eric created a post,
Search for repeat customers?
I have gone through the Search Users page and didn't see a way to do this. Is it possible to search for users with more than 1 ticket or just 1 ticket? Is it possible generate a list to chart users...
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Eric created a post,
How can I search for a ticket knowing nothing but its "incident #00000" ?
AnsweredHow can I search for a ticket knowing nothing but its "incident #00000" ?
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Eric commented,
It doesn't do that for us. It creates a new user as username +1234567890 even though there is already a user with # 123-456-7890. We tried taking the hyphens off the users phone # but still creates...
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Eric created a post,
Talk Texting feature
Is there a way to automatically set a tickets requester to an existing user with the same phone number?
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Eric created a post,
Talk, text change ticket source?
AnsweredWith the Talk, texting feature. If a ticket comes in through email can the source be changed to texting replies?
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Eric created a post,
Trigger to unassign a ticket?
AnsweredWe have an online form that uses API to email and create a ticket. From what I understand these tickets have to be created by an agent account and then assigned to that agent. The problem is when t...