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Omair

Incorporación 17 feb 2023

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Última actividad 28 ene 2025

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Omair hizo un comentario,

ComentarioAttachments and CCs

What if we turned off this trigger? Both Requester and CC'd users won't receive any response.

Ver comentario · Publicado 16 ene 2025 · Omair

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Omair creó una publicación,

Publicación Feedback - Help Center (Guide)

I am encountering a problem regarding the display of a Lookup Relationship field on the Submit a Request form in the ZenDesk Help Center. I created a Lookup Relationship field that enables support agents to tag customer organizations as a ticket field from the list of SalesForce synched organizations. However, when I attempted to display this field on the Submit a Request form in the Customer Center, I was unable to do so. The ability to grant end-users the permission to edit the field is disabled in the field settings.

 

Publicado 19 feb 2023 · Omair

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Omair creó una publicación,

Publicación Feedback - Ticketing system (Support)

I am experiencing an issue with regard to reporting on a Lookup Relationship field on the dashboard, as the Lookup Relationship fields are currently not visible in explore. The reason why I need to do this is because in our business case, our Account Manager submits requests on ZenDesk support on behalf of customers. ZenDesk's default system tags the organizations based on the email domain addresses, which always shows our own company in this case. To ensure that the reporting on the dashboard is accurate, I needed to identify the requests associated with the Customer's organizations. 

To address this, I created a Lookup Relationship field that allows support agents to tag customer organizations as a ticket field from the list of SalesForce synched organizations. I was able to accomplish my task, but I encountered an obstacle when I discovered that the Lookup Relationship Field was not available in ZenDesk Explore, preventing me from performing any reporting on it.

Publicado 19 feb 2023 · Omair

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Omair hizo un comentario,

ComentarioTicket customization

I am wondering when will you guys allow using the Lookup Relationship field to be visible on Explore. Further, I tried adding the Lookup Relationships field on the Help Center's submit a request form and that is also not possible. Do you guys have something on your roadmap for this?

 

Ver comentario · Editado 17 feb 2023 · Omair

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