Avatar

Matt McLean

Certified Zendesk Support Administrator since May 2018

  • Total activity
    299
  • Last activity
  • Member since
  • Following
    0 users
  • Followed by
    0 users
  • Votes
    196
  • Subscriptions
    61

Activity overview

Latest activity by Matt McLean
  • Avatar

    Matt McLean commented,

    Moe, Those 2 look logically equivalent to me. The nice thing about using the "contains at least one of the following" within the "ALL" block is that it allows you to have slightly more complicated ...

  • Avatar

    Matt McLean commented,

    Moe, You are correct that the first statement means that All 3 tags must be on the ticket. The second statement means that Tag1, Tag2, OR Tag3 must be on the ticket. All conditions in "ALL" are "AN...

  • Avatar

    Matt McLean commented,

    Elizabeth, Have you gone to [subdomain].zendesk.com/agent/admin/email and UN-checked "Personalized email replies"? That should do the trick.

  • Avatar

    Matt McLean commented,

    Would be nice to be able to embed the dashboard into the email itself, too, even if only as pngs, rather than as an attached pdf, csv, or xls file.

  • Avatar

    Matt McLean commented,

    Khajik, I used to have the same issue. The trick to removing that footer is that you need to UNcheck the box for "Allow members external to this organization" on the Settings>Permissions>Basic perm...

  • Avatar

    Matt McLean commented,

    Christopher, I believe the condition you are looking for, besides "Ticket Is Updated", is "Comment Is Present (public or private)": Usually, "Present, and requester can see the comment" is a better...

  • Avatar

    Matt McLean commented,

    The Explore dashboard sharing outside of Zendesk EAP may help with this, if you are OK simply providing a direct link to the dashboard. In the comments on that link, it is explained that embedding ...

  • Avatar

    Matt McLean commented,

    If you also want to disable ticket attachments in the Web Widget, see this article:https://support.zendesk.com/hc/en-us/articles/360021456894-How-do-I-disable-ticket-attachments-in-the-Web-Widget- ...

  • Avatar

    Matt McLean commented,

    Jessica, It is possible to do with some coding. Copied from the first comment on https://support.zendesk.com/hc/en-us/community/posts/208167958-Hiding-attachment-system-fields-on-ticket-form: Copy ...

  • Avatar

    Matt McLean commented,

    Charlotte, You are correct that this can be done using the developer editor, rather than the visual editor, by simply using the newline code "\n".However, doing it in this way is very fragile: if y...