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Jill Bragg's Avatar

Jill Bragg

Incorporación 15 ago 2022

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Última actividad 26 sept 2024

Zendesk Luminary

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RESUMEN DE LA ACTIVIDAD

Última actividad de Jill Bragg

Jill Bragg hizo un comentario,

ComentarioGeneral questions and issues about tickets

If I have an agent in multiple groups and try to auto assign a ticket to them via triggers it assigns it to them under their default group, not the group that the ticket was actually opened with. Not sure if this is by design or if I’m doing something wrong. Is there any way to auto assign them the ticket in whatever group the ticket currently lives?

Ver comentario · Publicado 26 sept 2024 · Jill Bragg

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Jill Bragg creó una publicación,

Publicación Feedback - Ticketing system (Support)

When some end users reply to tickets via email they have images in their email signatures. Is there any way to strip those out before posting them in the ticket? Redacting them manually wouldn’t be feasible, but I was curious if anybody else had run into this or knew of a way to remove them programatically.

For some background, this would only apply to a specific subset of tickets, and we would still want customers to be able to add these attachments via email. The issue is that we have a webhook that should only get hit when a .csv is attached. Since there’s no way to restrict the file types customers can submit as attachments though this causes some issues. So just wondering if anybody had any ideas. Thanks!!

Editado 05 ago 2024 · Jill Bragg

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Jill Bragg hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Hey team,

Any chance this has made it onto any roadmaps? This would be a really useful feature, and I'm having agents reach out about it as well.

Ver comentario · Publicado 31 jul 2024 · Jill Bragg

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Jill Bragg hizo un comentario,

Comentario de la comunidad Q&A - Help center and community

Perfect! Thanks so much for your help Thomas.

Ver comentario · Publicado 25 jun 2024 · Jill Bragg

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Jill Bragg hizo un comentario,

Comentario de la comunidad Q&A - Help center and community

Hi Julio,

Is this still a limitation, or is there another way now without using condition ticket fields? I'm trying to do pretty much the same thing as Zach. We need the subject & description fields (as well as the description hint) populated with certain text only when one specific dropdown value is chosen on one of our custom fields. Is there anything that can be added/edited in the code below to make that work?

document.addEventListener('DOMContentLoaded', function() {
if (window.location.href.indexOf("formIdGoesHere") > -1) {
     document.querySelector('#request_subject').value = "CNAM Update Test";
     document.querySelector('#request_description').value = "Please attach your CSV using the template linked below.";
        document.querySelector('#request_description_hint').innerHTML = "Click here for CSV template";

I've looked through other posts in the community & on Zendesk's knowledge base but haven't been able to find anything that works. Any help would really be appreciated. Thanks!!



 

Ver comentario · Publicado 21 jun 2024 · Jill Bragg

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Jill Bragg hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

A couple of our teams primarily use side conversations when working tickets too, so this is something we're really needing. Right now we're not able to give them or their managers an accurate read on the work they're doing every day. 

Ver comentario · Publicado 29 may 2024 · Jill Bragg

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Jill Bragg hizo un comentario,

ComentarioGlobal security and user access

Agree with Rudolph & Karl. We have hundreds of agents, so it's not even an option for us, because it's so expensive. The fact that this functionality should be included makes it worse. I could easily pull what I need in a few minutes versus opening a support ticket and having to wait hours for help. There's no need to burden Zendesk's support team with tickets when your customers could get what they needed themselves.

Ver comentario · Publicado 03 abr 2024 · Jill Bragg

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Jill Bragg hizo un comentario,

Comentario de la comunidadAnnouncements

Hey team,

May or may not be related to this update but I found another broken link: https://support.zendesk.com/hc/en-us/articles/4702985595162. I clicked “Enabling search across multiple help centers” on this page, & it says the page doesn't exist. Thanks!!

Ver comentario · Publicado 28 mar 2024 · Jill Bragg

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Jill Bragg hizo un comentario,

Comentario de la comunidadZendesk AI EAP - Generative AI

Hola Natalia,

¿Has visto este documento de soporte? No tenemos esto habilitado en nuestra cuenta, por lo que no puedo brindar mucha información, pero este podría ser un buen punto de partida si aún no ha tenido la oportunidad de revisarlo.

Jill

Ver comentario · Publicado 28 feb 2024 · Jill Bragg

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Jill Bragg hizo un comentario,

Comentario de la comunidad Q&A - AI and automation

Hey Danilo!

Have you seen this Zendesk doc on Bump Bump Solve? I'd give it a read if you haven't already. It'll walk you through the setup, & it seems pretty spot on for what you're needing.

Jill

Ver comentario · Publicado 21 feb 2024 · Jill Bragg

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