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Tyler Tew's Avatar

Tyler Tew

Incorporación 15 abr 2021

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Última actividad 22 oct 2021

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Última actividad de Tyler Tew

Tyler Tew hizo un comentario,

Comentario de la comunidad Feedback - Reporting and analytics (Explore)

As with everyone else in the comments, I agree that this really needs to be implemented. It would give us significantly more options for reporting.

From what users are saying to how agents are responding, comment details could provide a great deal of insight.

Ver comentario · Publicado 19 may 2021 · Tyler Tew

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Tyler Tew hizo un comentario,

ComentarioSlack integration

@... see you've made a few comments in the past about a new integration. I've got a couple of questions on that.

Will this new integration support custom ticket forms? The ability to ensure that certain details are always included in tickets/requests would be appreciated.

Is this new integration in the works currently? If so, can you share what sort of timeline you're aiming for?

Ver comentario · Publicado 15 abr 2021 · Tyler Tew

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Tyler Tew hizo un comentario,

ComentarioAttachments and CCs

I agree with Peider above. 

Given this security issue was called out >2 years ago at this point it this really should have been addressed.

I would expect the given the sheer volume of emails that get processed and handled by Zendesk, this would have been a priority well before now.

Ver comentario · Publicado 17 mar 2021 · Tyler Tew

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Tyler Tew hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

This has been up since 2017, is there any chance this request will gain traction/be added to the roadmap in the foreseeable future?

Ver comentario · Publicado 12 ene 2021 · Tyler Tew

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Tyler Tew creó una publicación,

Publicación Feedback - Ticketing system (Support)
Our org has recently started using light agents, and the restrictions really don't make sense.
 
Light Agents should be eligible for triggers and automations. By this I mean, they should both be targetable by role, and eligible in broader triggers as well.
 
Per this article, Light agents can not be used as conditions in triggers/automation. 
 
This seems like an unnecessary restriction and is also not accurate. Per my own experience, and confirmed by support, it seems that in reality, light agents are actually ignored by all triggers unless they are cc'd on the ticket.
 
Stepping up an employee from end-user to light agent should only grant additional features/options, not impose new restrictions.
 
Use-case example:
We would like to be able to automatically apply certain tags or set specific field values in cases where an email-to-case was submitted by a light agent.
Today, this is not possible.
 
Additionally, when our Light Agents use an email-to-case support address to submit cases on behalf of their customers, we would like to send them a specific notification, but can not do so.

Publicado 05 ene 2021 · Tyler Tew

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