Ian Pylvainen

1. People
2. People advice and troubleshooting
3. Why are my customers not mapped to their organization when they contact us?

Hi, is there any way to disable this requirement? We need customers to correctly map to organizations when they file tickets, even if they haven't yet verified their email address.

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• Ian Pylvainen
• Creación 19 de octubre de 2023 20:58
• 0 votos

1. Email
2. ...
3. General questions about email and email template
4. Can I use an email alias, distribution list, or Google Group as a support address?

Hi, we use a Google Group to forward emails to our support site and that group address has an alias. When I send emails to the alias, they get forwarded to Zendesk and Zendesk clearly recognizes th...

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• Ian Pylvainen
• Creación 26 de agosto de 2022 17:11
• 0 votos

1. Agent guide
2. Ticket management
3. Creating views to build customized lists of tickets

Hi, we'd like to create a view that shows both tickets hitting SLA soon as well as the ones that have already broken SLA. However, it seems that it's not possible to add conditions for checking "ho...

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• Ian Pylvainen
• Creación 25 de junio de 2021 13:42
• 0 votos

1. Agent guide
2. Ticket basics
3. Zendesk Support search reference

Hi, is there a way to search for tickets that have specific users as followers? I used to be able use "cc:username" for this, but it doesn't appear to work correctly for follower tickets.

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• Ian Pylvainen
• Creación 2 de marzo de 2021 18:57
• 0 votos

1. Comunidad
2. Feedback - Ticketing System (Support)
3. Add ability to have hyperlinks in the ticket form

I'd like to add another vote for this - we'd like this as a way of adding context to questions, e.g. "please enter your version number, click here for an article on how to find your version number ...

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• Ian Pylvainen
• Creación 13 de noviembre de 2019 22:45
• 2 votos