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Viktor

Incorporación 27 oct 2021

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Última actividad 22 abr 2024

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Última actividad de Viktor

Viktor hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Hi, 

This is something that would increase the handling times with the possibility to add external requesters. Same as you can already to in Side conversation E-mail.

 

It's often you have requesters (end users) with similar mailadresses and names which takes even more time to search for them and start a new ticket. 

Ver comentario · Publicado 09 ene 2024 · Viktor

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Viktor hizo un comentario,

ComentarioTicket customization

Agree with all above. This is a great feature but not possible to use if it's implemented on all groups / Agents in Zendesk.

We need to be able to set specific Custom statuses for specific groups.

Ver comentario · Editado 04 may 2023 · Viktor

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Viktor hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Hi

Just came across this thread and there is still a way to assume another agent as admin. 

 

Go to Groups search up one of the groups you know the agent is in, open that group in a new window (holding down ctrl + click on it, or right click open in new window). This will open the old group page and if you hold the mouse on the agent you want to assume you see the assume button. 

Ver comentario · Publicado 09 ene 2023 · Viktor

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Viktor hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Hi! 

I saw this and thought about a test I have been doing with encoding.ID. 

You could if you have added [{{ticket.encoded_id}}] to the Subject add the same encoded_id to your E-mail from outside of Zendesk. However that message will be presented as internal note sometimes when the sender is not a part of the conversation. 

Don't forget to add [ ] around {{ticket.encoded_id}} in subject. 

Then you can try to send an e-mail into that ticket as long as you add the same ID in subject. 

 

So I managed to send into an existing ticket with {{ticket.encoded_id}} then adding #assignee and #solved for example. 

Ver comentario · Publicado 17 nov 2022 · Viktor

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Comentario de la comunidad Feedback - Ticketing system (Support)

I heard this is being worked on and is planned to be released Q4 or Q1 2023. We realy need this! 

Ver comentario · Publicado 05 sept 2022 · Viktor

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