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Josh Kelly

Incorporación 16 abr 2021

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Última actividad 25 feb 2022

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Última actividad de Josh Kelly

Josh Kelly hizo un comentario,

ComentarioSecurity and user access in Zendesk Support

Brett Bowser question concerning your post earlier:

Hey Richard,

The suspended request would need to be manually recovered but any future requests would be created normally.

Let me know if you have any other questions!

According to https://support.zendesk.com/hc/en-us/articles/4408828416282, the behaviour you mentioned is a bit different. I've quoted the relevant portion below:

Solution:

The user will be prompted to register for access (see Permitting only users with approved email addresses to submit tickets). Once the user has registered, their Suspended ticket will turn into a Support ticket without any action from an Admin required.

 

I can see the edit date of that article is more recent than your post here, but I just wanted to resolve the conflict between the information.

Ver comentario · Publicado 25 feb 2022 · Josh Kelly

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Josh Kelly hizo un comentario,

ComentarioBusiness rules

Is there a setting to enable Schedule settings for custom roles outside of Administrator?

Ver comentario · Publicado 19 ene 2022 · Josh Kelly

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Josh Kelly hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Echoing all previous posts, Prodigy would love this setting - I can't think of a reason this would be on by default, why would a customer care if their issue has been merged together?

As it stands, the setting being on by default just confuses end users when it is not unchecked, and just adds 2 extra clicks for every ticket which consistently doubles the time it takes to slim out duplicate tickets. We run into this between 50-100 times every day.

I would love to see any efficacy report that shows having this setting enabled is the preferred state for most businesses.

Ver comentario · Publicado 30 mar 2021 · Josh Kelly

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