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Rhonda  Green's Avatar

Rhonda Green

Incorporación 09 mar 2022

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Última actividad 05 feb 2025

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RESUMEN DE LA ACTIVIDAD

Última actividad de Rhonda Green

Rhonda Green hizo un comentario,

ComentarioTicket customization

We have fields set up for state and country as drop downs for the customer to select.  When trying to use these as part of a formal address field, it appears to be pulling the tag name instead of the field value.  What would cause this?  

example below:

state_al_clone

country_us_clone

 

 

Ver comentario · Publicado 04 sept 2024 · Rhonda Green

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Rhonda Green creó una publicación,

Publicación Q&A - Tickets and email

Can SLA be added as a column for Agents in this view?

Publicado 17 may 2024 · Rhonda Green

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Rhonda Green hizo un comentario,

ComentarioMore integrations

additionally on the App Details 

https://www.zendesk.com/marketplace/apps/support/92096/microsoft-outlook/ 

the link to Microsoft  pricing details does not currently work.  

 

Ver comentario · Publicado 14 mar 2024 · Rhonda Green

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Rhonda Green hizo un comentario,

ComentarioMore integrations

Previous question for another user:  Is it possible to use custom fields from default ticket form within outlook integration?

This would be a very nice feature as we have only one MS Tenant for our organization but multiple brands and forms in Zendesk.  

 

Ver comentario · Publicado 14 mar 2024 · Rhonda Green

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Rhonda Green hizo un comentario,

ComentarioTicket customization

Paul, we were told by our Configuaration Specialist the following:  

Custom layouts will not be applied to New Tickets and the standard ticket layout is used no matter what default layout or contextual workspace is configured for tickets. This is expected behavior as we treat the New Tickets page as separate from the core ticket page where existing tickets are viewed. You need to submit and reopen the ticket before you see a custom layout applied.

This makes no sense that you can change the default if the new tickets are going to stay as the standard.  

I would like to suggest voting for this to be changed.  

 

Ver comentario · Publicado 19 ene 2024 · Rhonda Green

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Rhonda Green hizo un comentario,

ComentarioTicket customization

This was still not working this morning at 9:30 am, but our Configuration Specialist is looking at this now and she will enter a ticket if she cannot find a reason for it not to work.  Thanks for your help

Ver comentario · Publicado 18 ene 2024 · Rhonda Green

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Rhonda Green hizo un comentario,

ComentarioTicket customization

Thanks for your response and yes it does.  

Ver comentario · Publicado 17 ene 2024 · Rhonda Green

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Rhonda Green hizo un comentario,

ComentarioTicket customization

If we change the default layout away from the standard, how long does it take to propagate through the system?  We did this about one hour ago and it is still not showing up?

 

Ver comentario · Publicado 17 ene 2024 · Rhonda Green

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Rhonda Green hizo un comentario,

ComentarioTicket automation and collaboration

Being able to add direct message via side conversation to an individual message in teams would be very helpful to improve our communication for urgent matters.  Not all agents have the time to check their outlook email for side conversations and support tickets.  Teams direct messaging would be a better solution as it is typically more visible and agents are using teams for other reasons to communicate throughout the organization.  Macros could then be written to make this process even easier for the reps.  The tool as it exists, just going into groups with Teams is cumbersome as you have to make each individual a group to work the way I would like.  Our organization does not allow individuals to set up their own groups so then we would require IT support to get groups set up each time and they want to limit the number of groups being set up also.

Ver comentario · Publicado 12 ene 2024 · Rhonda Green

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Rhonda Green hizo un comentario,

ComentarioTicket automation and collaboration

+1 for Direct Messaging

Ver comentario · Publicado 13 oct 2023 · Rhonda Green

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