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Cardenas, Romulo

Incorporación 16 oct 2021

·

Última actividad 28 dic 2023

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RESUMEN DE LA ACTIVIDAD

Última actividad de Cardenas, Romulo

Cardenas, Romulo creó una publicación,

Publicación Q&A - Account and billing

Hi everyone,

my list of end users and light agents have different email domains (lets name it: Company "A" and Subsidiary "B"). 

Those within Company A had no issue log in via the SSO under the site "Company.zendesk.com". However those within Subsidiary B were not able to log in. 

I have recently implemented an additional SAML SSO Config with a SAML SSO URL for those on Subsidiary B.

If I understoof correctly, those on Subsidiary B (Light Agents) will now have access to Zendesk Support BUT they must use the SAML URL for log in instead of "Company.zendesk.com", correct? 

Apologies for any confusion!

 

Editado 18 oct 2022 · Cardenas, Romulo

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Cardenas, Romulo hizo un comentario,

Comentario de la comunidad Q&A - Reporting and analytics

Hi Dane,

 

yes, both columns are displayed. 

Ver comentario · Publicado 17 jun 2022 · Cardenas, Romulo

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Cardenas, Romulo hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

+1

 

We would like to see how many side conversation tickets / emails were generated on a single ticket.

 

https://support.zendesk.com/hc/en-us/articles/4412384153754-Can-I-report-on-side-conversations-

Ver comentario · Publicado 13 jun 2022 · Cardenas, Romulo

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Cardenas, Romulo hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Well, i must jump in here! we are currently updating our process and we would like to tag side conversation tickets. We think is an important feature (perhaps for admins) for data analysis and improve visualization in Explore.

Ver comentario · Publicado 07 jun 2022 · Cardenas, Romulo

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Cardenas, Romulo hizo un comentario,

ComentarioHow to create and update reports

Hi,

is there any way to summarize and display in Explore how many side conversations tickets were created on a single ticket?

 

Best,

 

Romulo

Ver comentario · Publicado 07 jun 2022 · Cardenas, Romulo

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Cardenas, Romulo hizo un comentario,

Comentario de la comunidad Q&A - Reporting and analytics

Hi,

i generate a similar  graphich based on a specific (number of tickets per month starting AND cumulative number of tickets).

Is there a way to hide the data values on the columns and keep only those in the cumulative line?

Romulo

Ver comentario · Publicado 03 jun 2022 · Cardenas, Romulo

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Cardenas, Romulo hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Chris Stewart unfortunately not. It would be nice to have this feature but not a MUST.

Ver comentario · Publicado 31 mar 2022 · Cardenas, Romulo

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Cardenas, Romulo creó una publicación,

Publicación Feedback - Reporting and analytics (Explore)

Hi,

could this feature be an option in a non distant future? We want to display our tickets based on a custom field "country"

 

Publicado 24 nov 2021 · Cardenas, Romulo

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Cardenas, Romulo hizo un comentario,

ComentarioTicket customization

Thanks Carlos! i will take a look at it. What about nested drop-down fields in Views? Can i also have those fields separated?

Ver comentario · Publicado 17 nov 2021 · Cardenas, Romulo

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Cardenas, Romulo hizo un comentario,

ComentarioTicket management

Hi,

what happens in Explore? are tickets archived still considered?

Ver comentario · Publicado 15 nov 2021 · Cardenas, Romulo

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