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Eski Admin Hesabı's Avatar

Eski Admin Hesabı

Incorporación 15 abr 2021

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Última actividad 23 oct 2021

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Última actividad de Eski Admin Hesabı

Eski Admin Hesabı creó una publicación,

Publicación Feedback - Ticketing system (Support)

Hello,

We have different departments and have different teams in all of them. We need sub groups for each department (Group) in order to manage Chat and Ticketing system. The main purpose is; restricting agents in different groups (Deps) to see each others' tickets.

Actually, we are creating chat groups, different gorups for each department's team. They have to see each others' tickets in the same department for ticket history but should not see other departments' tickets.

Creating sub groups will solve all of the problems.

 

Publicado 12 ago 2021 · Eski Admin Hesabı

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Eski Admin Hesabı hizo un comentario,

ComentarioTeam members and groups

Why don't we have sub groups which will help us manage to restrict agents to see other groups' tickets?

Is there a way to do this?

 

Ver comentario · Publicado 12 ago 2021 · Eski Admin Hesabı

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Eski Admin Hesabı hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

+1 definitely needed. Please add this feature asap.

Ver comentario · Publicado 09 ago 2021 · Eski Admin Hesabı

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Eski Admin Hesabı hizo un comentario,

ComentarioThird party and social messaging channels

We have a social media group dealing with social media messages.

We want to route Instagram DM to these groups, but we couldnt find any documentation except then Chat Module Routing.

We dont want this group to chat but we want them specificly answer Instagram DMs. So we dont want to use Chat Routing system, as we have other triggers are set for segmentation also.

How can we route Direct Instragram Messages? We tried Support Triggers but not working as desired, the request is distributed randomly.

Ver comentario · Publicado 08 jul 2021 · Eski Admin Hesabı

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Eski Admin Hesabı creó una publicación,

Publicación Feedback - Admin Center

We need to prevent admins to give other staff admin roles due to our security issues. Creating custom roles are not suitable because custom roles doesnt have capabilities of and admin. 

The need is simple; There should be a new role, "power admin" who has all rights and admins (Current role) who all admin rights except granting other staff for admin or power admin role. If its not possible; a granting option for preventing customly created role (for example clone admin) to give other staff or end users admin role will be great.

Thanks.

 

Publicado 06 jul 2021 · Eski Admin Hesabı

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Eski Admin Hesabı creó una publicación,

Publicación Feedback - Ticketing system (Support)

APı's are used for sharing data with other applications and 3rd parties. Projects worldwide are genarally depends on outsourcing some services.

In Zendesk, whenever you authenticate another application, the API shares all the information accountwide. This is unacceptable for Cyber Security and GDPR issues.

The demand is, Zendesk should find a solution to restrict  all data sharing or give admins of their customers to restrict shared data on Zendesk.

Thanks.

Publicado 17 jun 2021 · Eski Admin Hesabı

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Eski Admin Hesabı creó una publicación,

Publicación Feedback - Chat and Messaging (Chat)

Hello,

Tokens are created on Zendesk accountwide which creates Cyber security issues whenever we want to integrate any application or any other institution. This situation abondon us to make new projects.

Our demand is, every API should have its own token especially for Cyber Security issues. A token shouldn't give authorization to open all the gates for all API's in Zendesk. Prioritized Tokens for specific API is a must in today's world. Zendesk must find a way for this problem.

Have a nice day.

Publicado 17 jun 2021 · Eski Admin Hesabı

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Eski Admin Hesabı hizo un comentario,

ComentarioTicket basics

Hey,

Is there a way;

1- to limit agents not to download the attachments without redaction or deleting? Security issues are very strict nowadays because of GDPR in every country.

2-to limit agents workspace not to show the attachments to a specific role when the ticket is closed? Our goal is "to show attachements to admins or another specific role (teamleaders) "

Thanks

Ver comentario · Publicado 03 jun 2021 · Eski Admin Hesabı

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Eski Admin Hesabı hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Any Update about Round Robin issue?

Ver comentario · Publicado 26 mar 2021 · Eski Admin Hesabı

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Eski Admin Hesabı creó una publicación,

Publicación Feedback - Ticketing system (Support)

I would like to stamp Today's date on custom created User Field in order to see when the form was created or a ticket field is updated. 

Is there  a way for us to choose @today, @yesterday, @tomorrow to be used in a custom date field on the action side of a trigger or automation. Most of the applications are capable of doing this including explore the reporting tool. So I think the selection for a date field should be relative also.

Thanks.

 

Publicado 04 feb 2021 · Eski Admin Hesabı

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