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ADMIN

Incorporación 16 oct 2021

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Última actividad 28 dic 2023

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Última actividad de ADMIN

ADMIN hizo un comentario,

ComentarioAdditional ticket channels

Hi - Can Zendesk reach out to me regarding support with configuring call forwarding so the caller or recipient does not get charged for calls? 

Ver comentario · Publicado 29 sept 2023 · ADMIN

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ADMIN hizo un comentario,

ComentarioHow to fix access issues

I would like to propose including information on what steps to take in the event that a sandbox owner is locked out of their account. This is crucial as it ensures that they have the necessary guidance and support to regain access and continue their work seamlessly.

I kindly request your consideration in addressing this matter within this article, as your support team will frustratingly refer to it even if it doesn't include this. Your expertise and input on this topic would greatly benefit and contribute to a more comprehensive resource for all sandbox owners.

Ver comentario · Publicado 03 jul 2023 · ADMIN

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ADMIN hizo un comentario,

ComentarioViews, ticket status, and ticket fields

This is a rather thin article that does not provide any context for self-support. 

Which user plans allow for agents to edit-end user details? How does one turn on the settings to allow this? Is this automatic when updating subscription tier?

Edit: The information in the article is incorrect or not complete. But I have found the answer for you. 

On lower tier plans, agents can edit end user information such as phone number only if they have ticket access to all tickets, not just ticket users in their group. On enterprise accounts, this setting is made by defining user roles. On lower-tier accounts, this is done by going into the agents profile, clicking 'edit in support' and changing their ticket access to 'all tickets'.  

 

 

Ver comentario · Editado 27 jun 2023 · ADMIN

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ADMIN hizo un comentario,

ComentarioTicket management

When ticket sharing, is the initial conversation with the ticket requester shared too? Is there a way to not? 

Ver comentario · Publicado 30 may 2023 · ADMIN

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ADMIN hizo un comentario,

ComentarioTicket management

Is there a way to share tickets between accounts but not share customer interaction between accounts? 

Ver comentario · Publicado 11 may 2023 · ADMIN

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ADMIN creó una publicación,

Publicación Feedback - Admin Center

Please add a way to clearly show which team are taking up agent seats/silences - this is sorely needed. 

Publicado 13 abr 2022 · ADMIN

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ADMIN hizo un comentario,

ComentarioTeam members and groups

Hi DJ, 

Would there be a way to create a more restricted role without taking up agent seats? To clarify, I am not looking to add permissions, rather, to take them away further... 

 

 

Ver comentario · Publicado 21 mar 2022 · ADMIN

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ADMIN hizo un comentario,

ComentarioTeam members and groups

Hi DJ - 

Is there a way to create an even more restricted role and for it to not take up agent seats? 

I wish to further the limit light agent role, or create a more limited role that doesn't take up agent seats, as light agent is not suitable for our multibrand set up from a data privacy perspective. 

Ver comentario · Publicado 21 mar 2022 · ADMIN

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ADMIN hizo un comentario,

ComentarioTeam members and groups

I would like to turn off some features for Light Agents - currently my options are greyed out. 

The most pressing are the lights agents ability to view customer lists - as this is a data privacy risk in multibrand set ups. 

I understand greying out these settings to not add to light agent abilities - but I need to subtract from light agent abilities. Can I have some support on how to do this? 

Ver comentario · Publicado 17 mar 2022 · ADMIN

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ADMIN hizo un comentario,

ComentarioEnd users and organizations

Hello, 

I have the same requirements too but am on the support enterprise suite plan. I can't edit those settings for light agent users as mentioned above - they are greyed out and un-clickable. Any tips? 

Ver comentario · Publicado 07 feb 2022 · ADMIN

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