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Abbey O'Connor's Avatar

Abbey O'Connor

Incorporación 26 oct 2021

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Última actividad 12 feb 2024

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Última actividad de Abbey O'Connor

Abbey O'Connor hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

I'm not sure I understand the questions; how would a view update by itself? If a condition it required was no longer possible because a value was removed from the instance (say, it called for a certain ticket field value, which I removed)?

We would need visibility of ALL (made by agent, admin, or Zendesk) changes to views, either within the audit log and/or within the view itself.

Ver comentario · Publicado 12 feb 2024 · Abbey O'Connor

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Abbey O'Connor hizo un comentario,

Comentario de la comunidad Feedback - Help Center (Guide)

Would really love to see this option. We have additional brands available to our biggest accounts and to not have those support tickets available in their portal for them to view and monitor is really unfortunate.

Ver comentario · Publicado 29 dic 2023 · Abbey O'Connor

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Abbey O'Connor creó una publicación,

Publicación Feedback - Ticketing system (Support)

Would love if Zendesk allowed you to see, within a view, the history of changes to a view, including what the change was, who made it, and when. I am not able to easily identify this information in the Audit Log and am not sure that the audit log drills down enough to show the detail I am looking for.

Publicado 27 dic 2023 · Abbey O'Connor

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Abbey O'Connor hizo un comentario,

ComentarioTicket customization

Can you only use the layout if you apply it to a Contextual Workspace? I created a new one in my Sandbox, set it as the default, and then refreshed my support instance a few times and it's still not showing the updated layout. Is there a step I am missing?

Ver comentario · Publicado 21 nov 2023 · Abbey O'Connor

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Abbey O'Connor hizo un comentario,

ComentarioExplore recipes

Thanks Alex Zheng. Just to be sure, I see "web form" and "web service" listed as attributes under "Update Channel". Checking both of those will show me just the comments sent within the Zendesk Support platform?

Ver comentario · Publicado 06 nov 2023 · Abbey O'Connor

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Abbey O'Connor hizo un comentario,

ComentarioExplore recipes

Hi Alex Zheng, thanks for the answer. Is there a way to see just comments sent from within  Zendesk if we wanted?

Ver comentario · Publicado 03 nov 2023 · Abbey O'Connor

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Abbey O'Connor hizo un comentario,

ComentarioExplore recipes

Are Agent Comments only comments sent by the agent from within Zendesk? Or, if the agent's individual email address is copied on the case, and they reply from our email platform (Outlook), does that also get counted as an "Agent Comment"?

Ver comentario · Publicado 02 nov 2023 · Abbey O'Connor

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Abbey O'Connor hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Brett Bowser  if we sign up for the EAP and configure our user accounts so that the newest comments are on TOP, will we have to reset that layout when this gets included in a general release? Or whatever change we make to our accounts/users in the EAP will hold through?

Ver comentario · Editado 10 oct 2023 · Abbey O'Connor

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Abbey O'Connor hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

This is definitely needed! It has been a pain point for our agents since we got Zendesk in (no visibility to end user or light agent's out of office). Would love to see OOO replies add to the case but not actively send out as an email to requester and cc on the case (perhaps show as an internal note with the ability to turn public).

Ver comentario · Publicado 03 oct 2023 · Abbey O'Connor

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Abbey O'Connor hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

This is causing confusion and frustration for our CS agents - it's hard to find the true NEWEST comment since it's not fully at the bottom, but rather at the top of the bottom-most comment. Please allow for an adjustment back to newest at the top.

Thanks!

Ver comentario · Publicado 03 may 2023 · Abbey O'Connor

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