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Graham Ferguson
Incorporación 31 may 2022
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Última actividad 02 nov 2023
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Última actividad de Graham Ferguson
Graham Ferguson hizo un comentario,
This is a huge issue. For example we often have to get .HAR files but this contains sensitive data that we would like to automatically remove for SOC2 compliance etc
Ver comentario · Publicado 02 nov 2023 · Graham Ferguson
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Graham Ferguson hizo un comentario,
I agree with Jessica Peck - is there a way to build this metric in Explore?
Ver comentario · Publicado 03 mar 2023 · Graham Ferguson
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Graham Ferguson creó una publicación,
I have a requirement to be able to show common items such as an organization's Account Manager, Customer Success Manager etc and other custom data held in the organization.
Is there any way to display this on a page or in a user profile to make the experience more personalized?
Publicado 07 feb 2023 · Graham Ferguson
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Graham Ferguson creó una publicación,
We have thousands of organizations in Zendesk and more added automatically via Salesforce. Currently, I have to manually update the permissions on an org to allow users to see all tickets/add comments as this is not the default.
I cannot see any way to trigger an update to these fields and manually updating via bulk import doesn't seem scalable.
Ideas?
Publicado 07 feb 2023 · Graham Ferguson
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Graham Ferguson creó una publicación,
We use JIRA extensively and I would love to be able to take key fields such as ID etc and place them in custom ticket fields so they can be added to views, reports etc. Does anyone know if this is possible or would this need to be done in the integration mapping itself?
Publicado 13 ene 2023 · Graham Ferguson
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Graham Ferguson creó una publicación,
Hi,
I would like a way to make it mandatory for agents to have to request a KB article if none exists before being able to mark a case as solved i.e. no article exists or was not used in the ticket.
While we are trying to encourage agents to do this via training we see this as vital to make knowledge at the heart of what we do so this would help enforce this process.
Any thoughts?
Editado 11 dic 2022 · Graham Ferguson
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Graham Ferguson creó una publicación,
I am looking for any examples of how someone may have gone about building out a dashboard in Explore which is essentially a KPI scorecard using the standard traffic light scoring system i.e. red, amber and green for performance against standard metrics i.e. occupancy, average resolution time etc.
Publicado 03 dic 2022 · Graham Ferguson
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Graham Ferguson hizo un comentario,
There is no code attached to this article....
Ver comentario · Publicado 30 nov 2022 · Graham Ferguson
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Graham Ferguson creó una publicación,
Publicado 24 nov 2022 · Graham Ferguson
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Graham Ferguson hizo un comentario,
Is there any way not to require the assignee to be selected. We are using omnichannel routing and want to have Zendesk assign and not an individual?
Ver comentario · Publicado 11 nov 2022 · Graham Ferguson
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