Ulises Soto

1. Agent guide
2. Additional ticket channels
3. Working with WhatsApp tickets and the 24-hour rule

Hello everyone,  I just came across an article from Meta where the 24-hour reply rule was being extended to 72 hours.  Here is the document which if I am correct, became effective March 1st, 2023:h...

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• Ulises Soto
• Creación 8 de mayo de 2023 20:25
• 0 votos

1. Comunidad
2. Feedback - Reporting and analytics (Explore)
3. Ability to easily report on Last Update by Assignee

Hi Jamie Danjoint, the issue here is that the last ticket update includes system updates caused by business rules

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• Ulises Soto
• Creación 29 de marzo de 2023 21:57
• 0 votos

1. Comunidad
2. Zendesk Suite Q&A
3. Change Search Bar Position - Copenhagen Theme

Hi,  I was able to get the search bar to show in the header based on the code that Amy Gracer provided. The only problem I ran into was that by adding step #4: 4. open styles.css and modify the .se...

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• Ulises Soto
• Creación 16 de marzo de 2023 02:57
• 0 votos

1. Comunidad
2. Zendesk Suite Q&A
3. Submit a ticket in messaging (Chatbot)

Joshua G LottieFiles this is probably a dumb question, but how did you guys hyperlink the web form into the flow builder? Was this done by referencing an article that explains how to submit a reque...

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• Ulises Soto
• Creación 16 de febrero de 2023 04:40
• 0 votos

1. Comunidad
2. Feedback - Ticketing System (Support)
3. Add "Add CC" trigger action to CC agents in Zendesk instances using the Followers feature

Hi Chris Sos, is there an update regarding the add CC option for triggers? Not sure why this option was removed in the new version of Zendesk, it seems like a simple, yet very useful, option

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• Ulises Soto
• Creación 13 de febrero de 2023 23:18
• 0 votos

1. Comunidad
2. Feedback - Ticketing System (Support)
3. Set Due Date Automatically when Ticket is Submitted

Dave Dyson Is there any update on this? The default due date needs to be more editable and at least match the existing options of a custom date field. It seems unreasonable that even though they ar...

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• Ulises Soto
• Creación 13 de febrero de 2023 22:11
• 0 votos

1. Comunidad
2. Zendesk Suite Q&A
3. To add multiple CCs at once

Hi Kyle B,  Any update on being able to add a cc through a macro?

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• Ulises Soto
• Creación 13 de febrero de 2023 21:04
• 0 votos

1. Comunidad
2. Feedback - Reporting and analytics (Explore)
3. Guide Dashboard - who has viewed my articles

Hi David Brown,  I have a similar use case where I would like to track what internal articles the agents are viewing, the timestamp of each time they access an article, and the value of a vote (thu...

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• Ulises Soto
• Editado 9 de febrero de 2023 00:53
• 1 voto

1. Comunidad
2. Zendesk Suite Q&A
3. Count # of Visitors to Knowledge Base

Hello Orsolya Forster, Is there an update on the planned release to view the number of visitors? This would be really helpful to accurately track signed-in users and staff. In my use case, the help...

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• Ulises Soto
• Editado 9 de febrero de 2023 00:11
• 0 votos

1. Comunidad
2. Feedback - Reporting and analytics (Explore)
3. Allow custom fields in Backlog Dataset

Any update on adding the organization and forms filter? 

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• Ulises Soto
• Creación 1 de febrero de 2023 17:42
• 0 votos