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Ryan Worthen's Avatar

Ryan Worthen

Incorporación 23 mar 2023

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Última actividad 07 feb 2025

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21

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8

RESUMEN DE LA ACTIVIDAD

Última actividad de Ryan Worthen

Ryan Worthen hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

When I send side conversations to others internally, the customer email signature doesn't convey the HTML formatting. This is what it looks like on our end (yuck!). Why can't the HTML be included both on the agents' screen and in the emails going to others internally?

Ver comentario · Publicado 07 feb 2025 · Ryan Worthen

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Ryan Worthen hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

We would love to see this functionality added as well!

Ver comentario · Publicado 07 feb 2025 · Ryan Worthen

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Ryan Worthen hizo un comentario,

ComentarioUsing themes and customizing your Help Center

I just purchased a developer license for a theme, but I didn't get any sort of receipt or confirmation. Where can I get a receipt?! I now have access to edit the code, but I'd like to get reimbursed from my employer for this purchase so I need proof of purchase. 

Ver comentario · Publicado 30 jul 2024 · Ryan Worthen

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Ryan Worthen hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

We need this native functionality from Zendesk. We're an insurance company and receive photos from our customers frequently. Adding the HEIC compatibility would help us tremendously.

Ver comentario · Publicado 22 may 2023 · Ryan Worthen

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Ryan Worthen hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Sorin Alupoaie The Attachment Manager is free from Zendesk...it just doesn't work as it claims. I'm not going to pay an additional $55/month to a third party for this functionality. I'm just realizing as a new customer (1 month in) that we won't be using Zendesk long term due to issues like this.

Ver comentario · Publicado 03 may 2023 · Ryan Worthen

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Ryan Worthen hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

This is definitely a pain point for us as new users with Zendesk. We're receiving a variety of attachments and would like to have granular control to determine allowable types. I tried the Attachment Manager plugin, but it's not very helpful. For one, the plugin doesn't work as it claims; we added htm and html files as invalid types so they would be rejected, but they are still coming through just fine. Secondly, we don't want to accept zip files, but the rejection message sent by the app tells users: 

"If you meant to send this file then please
package it up as a zip file and resend it."

There is no way to customize this message, so this support app is of little use to us.

Ver comentario · Publicado 03 may 2023 · Ryan Worthen

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ComentarioTicket customization

+1 for wanting to be able to customize/change the order of the ticket statuses when an agent is responding to a ticket and selects from the various options. For example, we would love to have our most frequently used statuses at the top of our list, and the least often used at the bottom. 

Ver comentario · Publicado 14 abr 2023 · Ryan Worthen

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ComentarioBusiness rules

New Zendesk user here. I have the default "Pending notification 24 hours" automation running, and we've had a couple tickets surpass the 24 hour mark but I can't see anywhere on the ticket where this reminder was sent. When I look at the automations, it shows "4" under the Usage column, but why can't I see that reminder as part of the ticket thread? How can I "prove" that the reminder was sent to the customer?

Ver comentario · Publicado 11 abr 2023 · Ryan Worthen

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ComentarioGeneral questions about email and email template

It's very frustrating that in 2023, agents still can't forward all tickets. It appears that only tickets submitted by email may be forwarded, but not tickets submitted via a web form. WHY?! 

Ver comentario · Publicado 23 mar 2023 · Ryan Worthen

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