Dan Cooper
I've been a Zendesk admin since 2013. I started as a leader needing a ticket solution and found myself loving being a system admin. I got Zendesk certified, became a Zendesk community moderator, and found myself propelled into a the tech sector based on my work with Zendesk. Over the years I've learned tons of tips and tricks, built several internal Zendesk apps, and have built and maintained ~20 Zendesk instances. Glad to be here!
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Votos de actividad por Dan Cooper-
Thanks Jennifer!
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I recently implemented a solution that works for internal notes. It works by hiding content on the page based on a keyword in the paragraph tag that includes internal information. I posted it as ...
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A few things you may be able to look at: Are the breaches on new tickets? Try toggling the Status to something other than New. Are the breaches on Closed tickets? Zendesk will archive closed ti...
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@..., I've worked in an environment that had a similar scenario as yourself. If you need to capture the initial recipient address you can capture it in a custom ticket field. Create a custom tex...
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@..., Some other possibilities you can consider might be: Is it possible to remove the forwarding layer and setup each apartment address as a support address directly within Zendesk? You could re...
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The UI looks like it's the newer Agent Workspace. @... Agent workspace has a Customer Context panel that can be expanded on the right that should allow you to see details about the requester.
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Orion Seaver thanks for taking a look. My proposed solution made sense for my team at the time as we were using Zendesk internally and our notes weren't problematic if someone internally saw them. ...
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Hi Susan, It will depend on the SLA Metric you apply. Agent Work Time allows a pause on On Hold while Requester Wait Time does not. You can see these by hovering over each metric on the SLA confi...
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Hi Lizzy, If you are using macros to populate your responses, you can include setting the status to Solved as part of that process. These will set the button, but won't submit. In addition, ther...
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Most of the replies to this thread appear to be related to the need to post articles publicly by default. I'm on the other side where we should minimize exposure to articles until they are ready t...