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Menno Holtkamp's Avatar

Menno Holtkamp

Incorporación 13 may 2021

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Última actividad 11 oct 2022

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Última actividad de Menno Holtkamp

Menno Holtkamp hizo un comentario,

ComentarioTicket basics

Regarding the section "searching for tickets by tags": it might be good to add an example on how to filter for tickets that do not contain a specific tag. It took me a while to find it here: https://support.zendesk.com/hc/en-us/articles/4408886879258-Zendesk-Support-search-reference#topic_ngr_frb_vc 

It can be done with the logical search operator "-", so for example:

-tags:invoice 



Possible bug?
Also note that in the "filter" dropdown, the "tags" field does not seem to allow tags that contain dashes, while this seems allowed according to the description: "You can use only alphanumeric, dash, underscore, and the forward slash / characters."

 

 

I am pretty sure this tag "december-2021" does exist in our case. It would be nice if the "filter" dropdown would support it.

Ver comentario · Publicado 10 mar 2022 · Menno Holtkamp

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Menno Holtkamp hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Same here!

Use-case

A lot of our customers have various branch stores in different locations, for example:

 

  • McDonalds, Country X, City Y, Borough Z
  • McDonalds, Country X2, City Y2, Borough Z2
  • McDonalds, Country N, City N, Borough N

Currently searching for "McDonalds" and selecting the "Organisations" tab, would give us an overview of entries matching the search queries, but ONLY the name of the Organisations. So we got a long list of "McDonalds". 

It would be nice to indicate custom Organisation Fields to be listed on the search results as well, so an agent can quickly scan the results and select the Organisation it wants to open.

The answer: "you can use our API" is an answer, but we choose Zendesk for a reason: have all support agents work in a single system not to have to do this ourselves and focus on our core business. 

Ver comentario · Publicado 12 sept 2017 · Menno Holtkamp

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