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Jonathan Ruh

Incorporación 16 oct 2021

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Última actividad 28 dic 2023

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Última actividad de Jonathan Ruh

Jonathan Ruh hizo un comentario,

Comentario de la comunidad Q&A - Users, groups, and organizations

Graeme, thanks for your help! This is great news. Currently, we only allow the clients supervisor to access Zendesk Guide, so he's the only user who can see all the tickets. 

On the other hand, maybe later on, if all end-users of that organization get access to Zendesk-Guide, I'm not sure if the client agrees that all users can see all the organization tickets. It would be great if it would be possible to enable the "... and add comments" option per user and not only for the whole organization. 

Anyhow, thanks for your help! 

Ver comentario · Publicado 14 mar 2022 · Jonathan Ruh

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Jonathan Ruh creó una publicación,

Publicación Q&A - Users, groups, and organizations

Hi there!

I'm working for an IT service and support company and we are about to onboard a new client to work with us through Zendesk Support. The clients employees will open tickets for their support requests in our Zendesk through Email. 

Through Zendesk Guide and "Organisation Requests", we are able to give the supervisor (the clients inhouse IT responsible employee) the ability to see all the tickets opened by his organization. Thats nice. 

In Zendesk Guide, the clients supervisor is also able to interact with his own tickets, and the tickets where he's CC. But, unfortunately, hes not able to interact with the "Organization requets". 

We are looking to find a way or setup, which allows the clients supervisor not only to see all the tickets of his organization, but also to add public comments to all those tickets. 

What I've tried is turning on "Organization subscription", which sends an Email-Notification to this user for every comment/update made on all the tickets from his org. But, if he replies to one of those emails, his comment is added to the ticket as an internal comment, which is not visible to the requester. 

The only workaround we've found so far, is manually adding the supervisor as CC to all tickets manually. This allows the supervisor to interact with the tickets in Guide, in the "Tickets where I'm CC'ed on" view. But, adding the supervisor as CC manually to every ticket is cumbersome and prone to error. 

One thing would be to place a feature request to have the option to enable to add comments to tickets in the "Organization Request" view, but I wonder if there is another practical way to enable the clients supervisor to be able to add public comments to all tickets without beeing added as CC. 

I figured this requirement might be quite common, so I thought someone reading this might have across a solution for this already. 

Thanks for your thoughts and help :) 
 

 

 

 

Publicado 11 mar 2022 · Jonathan Ruh

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Jonathan Ruh hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

The ability to change the order would be highly appreciated. 

To be more precise, we would be OK with the newest message on top, if the ticket would actually load showing the latest message instead of the first message of the ticket. 

When opening a ticket, we always have to scroll down first. If it would auto-scroll to the bottom, that would be great as well. 

Ver comentario · Publicado 08 mar 2022 · Jonathan Ruh

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Jonathan Ruh hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

+1 on Ethans comment - when having multiple tickets open the preview is best suited to show the Subject rather than the Requester Name. Especially when there may be instances when managing many different tickets from the same requester.

Ver comentario · Publicado 03 mar 2022 · Jonathan Ruh

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Jonathan Ruh hizo un comentario,

ComentarioAdditional ticket channels

+1 to all above comments. We desperately need the option to have the subject on the tab. Please fix or provide an option to change! 

Ver comentario · Publicado 02 mar 2022 · Jonathan Ruh

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Jonathan Ruh creó una publicación,

Publicación Q&A - Users, groups, and organizations

Hi all! I searched the interwebs but could not find anything about this, so you are my last resort. 

The question at hand is:

when looking at an organization in Zendesk Support, I'm presented a list of tickets of this organization. Is it possible to change the sorting of this list? I can see the tickets are grouped by status, and then somewhat sorted within the grouping. 

I'm talking about this "view":

https://*******.zendesk.com/agent/organizations/***OrganizationID****/tickets


It would be great if there would be an option to change the "default sorting of tickets in organization view". I looked for it, but couldn't find it. 

Thanks for your help/thoughts on this! 

Publicado 17 jun 2021 · Jonathan Ruh

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