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Miki Kanomata's Avatar

Miki Kanomata

Incorporación 11 abr 2022

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Última actividad 27 mar 2024

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Última actividad de Miki Kanomata

Miki Kanomata creó una publicación,

Publicación Feedback - Ticketing system (Support)

Hi Zendesk team,

Feature request: Improvement on the automations/ triggers conditions to add the today's date for before or on on the custom field.

Is within the previous is good for tracking between the today's date and X dates, but if we want to track the dates between X dates to X dates (i.e. want to check 3 years old or 5 years from the certain dates). Best to also have is NOT within the previous so that can be tracking opposite what we can do as of now.

The before or on works if we use the exact date, but it we want to track the current date and use before or on, the condition will not work well since everyday, the date will change.

It would be nice to have additional conditions in automations/triggers for tracking specific dates based on the current date or adding additional conditions like is NOT within the previous X days. This will provide more flexibility to run automations based on the conditions. 

Reference link: https://support.zendesk.com/hc/en-us/articles/4408883449626-When-using-a-custom-date-field-as-a-trigger-condition-what-does-is-within-the-previous-and-is-within-the-next-do

Publicado 07 mar 2024 · Miki Kanomata

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Miki Kanomata hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Simply adding "on-hold" to be included in the pausible updates would be a solution, or something more involved where there is an actual option in a ticket to deliberately pause an SLA.

 

+1 to this comment! We had to exclude the tag in the SLA settings to remove the SLA policy for specific on-hold status. It will be nice to have the easier UI design to customize for on-hold status tickets to pause SLAs.

Ver comentario · Editado 28 feb 2024 · Miki Kanomata

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Miki Kanomata creó una publicación,

Publicación Feedback - Help Center (Guide)

Feedback for improvement on the bulk deleting of media feature:

  • The new feature is good, but it would be better if the system can identify which media are not used in help articles. It is a bit tedious to click the media one by one to figure out the media is being used or not.
  • In addition to Your media, all media, it would be nice to have additional menu that stores all the media that are not being used in any of the articles (possibly, 2 menu for your media and all media so that can specify).
  • It would be nice to have a filter who upload and can search based on the uploader.
  • It would be nice to delete more than 30 media at once (maybe 100 at once similar to Zendesk Support?) for users who have more media in help articles.

Announcement of the feature:

Publicado 13 nov 2023 · Miki Kanomata

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Miki Kanomata hizo un comentario,

Comentario de la comunidad Feedback - Reporting and analytics (Explore)

+1 to this comment. It is very helpful to add tags for multiple reports from the reports page (select multiple reports in the checkbox, add the specific tags, click save to save time).

Ver comentario · Publicado 07 jul 2023 · Miki Kanomata

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Miki Kanomata hizo un comentario,

ComentarioTeam members and groups

Hi Zendesk team,

Can I use the bulk upload method for Alias? (on the right side on the profile section below groups) It will be helpful when we add new agents in Zendesk.

Thanks,

Monika

Ver comentario · Publicado 02 may 2023 · Miki Kanomata

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Miki Kanomata hizo un comentario,

ComentarioTicket customization

Hi,

I have 2 questions below and hope to hear answers from Zendesk team.

  1. Can I add multiple tags in the tags in 1 condition like triggers or automation? (contains at least one if the following) If so, what is the limit? 
  2. Do I still need to click the specific macros even though I specify which tags to add in the details? For example, I add specific tags in the conditions, but still need to manually select the macros. I am not sure why I still need to select applicable macros even though I specific which tags to use. This will be manual work if we have more macros to add later on. 

Thanks,

Monika

Ver comentario · Publicado 21 abr 2023 · Miki Kanomata

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Miki Kanomata hizo un comentario,

Comentario de la comunidad Feedback - Reporting and analytics (Explore)

I would like to vote this feedback as well! It would be helpful to calculate the difference between 2 custom attribute timestamp. 

Ver comentario · Publicado 11 nov 2022 · Miki Kanomata

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Miki Kanomata hizo un comentario,

ComentarioWorking with articles in the knowledge base

Hi,

Where can I find the information about See the "Enabling content tags in your theme" section of the Help center templating cookbook? I tried to find the section, but couldn't.

Thanks!

Ver comentario · Publicado 04 nov 2022 · Miki Kanomata

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Miki Kanomata hizo un comentario,

ComentarioMeasuring success

Thanks for the quick response, Dave! It is clear now that until the ticket is closed, users can rate the CSAT survey (based on the configuration). I appreciate sharing the information. 

Ver comentario · Publicado 18 oct 2022 · Miki Kanomata

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Miki Kanomata hizo un comentario,

ComentarioMeasuring success

Hi,

Do we have any information about when can users submit CSAT survey results? (Any durations for users to submit CSAT) I couldn't find this information in this article so hopefully someone could answer this.

Thanks,

Monika

Ver comentario · Publicado 17 oct 2022 · Miki Kanomata

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