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Ron van der Lee

Joined Jan 02, 2025

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Last activity Jan 28, 2025

Coordinator of the Service department at Vamat B.V. solar solutions in Utrecht, The Netherlands.

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Latest activity by Ron van der Lee

Ron van der Lee commented,

CommentCustomer service best practices and recipes

Lisa Kelly Thank you very much. That's clearly mentioned in the recipe text. It's because of me being not yet familiar with Zendesk that I missed that. Thank you for pointing it out.
I changed it accordingly and it now works. Thank you again.

View comment · Posted Jan 14, 2025 · Ron van der Lee

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Ron van der Lee commented,

CommentCustomer service best practices and recipes

Under Conditions / Tickets must meet all of these conditions to appear in the view, I'm unable to find the Less Than criterium, only Contains at least one of the following and Contains none of the following as mentioned in the article.

Is this correct? If so, does this mean that I have to not only select Pending, but also Solved to get the same results?

 

View comment · Posted Jan 13, 2025 · Ron van der Lee

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Ron van der Lee commented,

CommentAdditional ticket channels

Hello.

Is there a way to automatically match and show KB articles according to ticket contents?
I thought to have understood that it matches on at least words in the ticket's subject, but I have an article with the same word in the subject of both ticket and KB article, and it's not showing up as a suggestion.

If I type the same word in the Context Guide search box, it is shown as a result.

View comment · Edited Jan 03, 2025 · Ron van der Lee

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Ron van der Lee commented,

Community comment Feedback - Ticketing system (Support)

Hello,

We also have a need for this functionality.
An example use-case:

- Customer sends an email, ticket automatically is created.
- We have to issue a request in the system of our vendor.
- Vender mails us with status updates regarding delivery, of which new tickets are automatically created.
- We mail updates to our customer, but we'd not like to include all of the info from our vendor.

So we'd like to relate the vendor mails to the main ticket, but not merge them as then they'd become part of the main thread and would also be included when mailing from the main ticket to the customer.

What we do now is close the vendor tickets and type an internal comment with the main ticket number as a cross reference.
But being able to merge them with the main ticket would be a cleaner solution as everything will become one “file”.

Kind regards,
Ron

View comment · Posted Jan 02, 2025 · Ron van der Lee

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