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Ross Thomas

Incorporación 18 abr 2023

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Última actividad 24 feb 2025

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Última actividad de Ross Thomas

Ross Thomas hizo un comentario,

Comentario de la comunidad Feedback - Admin Center

The management of Team members is not very intuitive.  Let's say we let a staff member go, I have to click 3 different places to delete their account.  (Admin, People→ Team, scroll/search find, “open in Support” THEN I can delete their account.  Searching on the Support “People” for email domain doesn't return results for all staff (which would be easier).

Ver comentario · Publicado 24 feb 2025 · Ross Thomas

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Ross Thomas creó una publicación,

Publicación Discussion - Tips and best practices from the community

We've seen a recent uptick in SPAM emails to our Support channels.

I was wondering if anyone had any Trigger/Automation suggestions to prevent an incoming email/chat that contains certain words.

Specifically I want to:
1. NOT REPLY to the incoming email if certain word(s) are in the subject or body of the email. (so the person sending the SPAM doesn't keep trying)

2. Automatically mark it as SPAM or delete the ticket.

3. Be easy to modify later as new words need to be added

I thought about creating a ticket trigger that is at the TOP of the list (since they are processed in order) that looks for NEW tickets only that include these custom words.

Has anyone else been able to accomplish this effectively?

Editado 19 feb 2025 · Ross Thomas

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Ross Thomas hizo un comentario,

ComentarioService Level Agreements (SLA), macros, and CSAT

Is there a way to list via the API, the tickets that the Macro specified was used for?  The Current “include” shows the QUANTITY but not the actual ticket list.

Ver comentario · Publicado 09 dic 2024 · Ross Thomas

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Ross Thomas hizo un comentario,

ComentarioBusiness rules

Am I missing something?  Are we able to edit the default placeholders or is this just explaining how these placeholders work?  If we CAN edit them - WHERE?  That isn't detailed anywhere in the KB.

Ver comentario · Publicado 17 oct 2024 · Ross Thomas

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Ross Thomas hizo un comentario,

ComentarioSetting up Zendesk Guide

One of the steps listed above is for the Cloudflare changes to support the DNS changes we're implementing.  However my Zendesk login doesn't allow me to log into the Cloudflare site.  Does this change only allow those people USING Cloudflare for DNS to update those details?

Ver comentario · Publicado 18 abr 2023 · Ross Thomas

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