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Stacy Win

Incorporación 22 oct 2021

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Última actividad 17 dic 2024

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Última actividad de Stacy Win

Stacy Win hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Is there any update on this feature? The last comment says it was being targeted for release in Q4 2023. 

This would be really beneficial. I love the advanced search feature but it the result columns are missing details that I need to see. 

Ver comentario · Publicado 30 ago 2024 · Stacy Win

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Comentario de la comunidad Feedback - Ticketing system (Support)

I think this is important to control outside of the Ticket Field Manager app. I would like to control who the sharedWith is displayed with. But on of our Zendesk instances is already using the app for other fields. Our instance is quite complex with over 30 groups, and over 100 ticket fields. The app works best with a simple instance setup. It gets challenging when one field should be hidden for all users and another field should be hidden from most users.

Ver comentario · Publicado 20 mar 2024 · Stacy Win

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ComentarioTicket management

Sarah Ticket sharing should not require Dev resources. You create the sharing agreement in one instance and accept the agreement in the other instance. There might be some Zendesk configuration updates required.

Ver comentario · Publicado 14 mar 2024 · Stacy Win

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ComentarioTicket management

What exactly does this mean? 

  • Sending email to another Support instance is not supported when a ticket sharing agreement is in place. Automatic email notifications from a shared Support instance are suppressed. If an agent action generates an email notification, the email is also suppressed.

 

Ver comentario · Publicado 29 dic 2023 · Stacy Win

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ComentarioTicket management

Nina B (I hope this is the right Nina) Public replies are not a condition for views. But this data can be found in the Explore Support Dashboard (Agent Updates tab). 

Ver comentario · Publicado 14 sept 2023 · Stacy Win

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Stacy Win creó una publicación,

Publicación Feedback - Ticketing system (Support)

We have a Tier 1 group that escalates tickets to various groups. Which can be based on a specific ticket form, or specific ticket form conditions. There are a ton of groups available (some are old but we cannot delete them because agents will lose access to all the old, closed tickets). Tickets are accidentally assigned to the wrong group all the time. Would like to only present the specific groups the ticket should be escalated. 

We would like the ability to control the groups displayed for reassignment through contextual workspaces. Similar to how the contextual workspace displays specific macros.

If ticket conditions meet X conditions the following 3 groups are presented for group reassignment. 

Publicado 18 jul 2023 · Stacy Win

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ComentarioUsing Built by Zendesk apps

Anais

Go to the organization record and you can see the org id in the URL.

Ver comentario · Publicado 27 abr 2023 · Stacy Win

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ComentarioTeam members and groups

@anais you can use this free Zendesk app Assignment Control. It isn't 100% and may have a slight delay in loading, but I've used this app in the past for your specific use case

Ver comentario · Publicado 24 abr 2023 · Stacy Win

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ComentarioWeb Widget (Classic) documentation

Maky

You picked the right Stacy Win!

That is correct, I am not referring to the organizations as brands.

The only problem with the solution you provided is there are over 300 organizations and only a handful have users associated with multiple orgs.

Zendesk documentation states that if a user is associated with multiple orgs when they submit a ticket the form asks them to select the correct org. But I think that is only when the Help Center web form is being used. The web widget does not support this, which I think it should.

We associate the web widget with specific sites on the software. Is there any way with code to ensure the org is set correctly on ticket creation based on the site the web widget is used?

Ver comentario · Publicado 20 dic 2022 · Stacy Win

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ComentarioWeb Widget (Classic) documentation

Is this a defect or are there any solutions for this problem?

We only use the web widget for client ticket submissions. A few clients are associated with multiple orgs. When they submit tickets, all of the tickets are associated with their default org. Which is not correct.

Should end-users that belong to multiple orgs be able to select the correct organization when submitting a ticket via the web widget?

Is there a way to force the correct org association based on the client site the web widget is used from?

 

 

Ver comentario · Publicado 19 dic 2022 · Stacy Win

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