Sydney Neubauer

1. Zendesk updates
2. Announcements
3. Announcing changes to the trigger conditions and actions drop-down menus

Agreed - the problem we have is that Group is no longer the top suggestion. Previous: I could search for Gr and it would appear at the top of the list for easy seletion New: I have to search for Gr...

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• Sydney Neubauer
• Creación 27 de septiembre de 2023 18:37
• 2 votos

1. People
2. ...
3. Team members and groups
4. About private ticket groups

What is not documented is that Side Conversations to Private groups can no longer be edited even if the requester of that Child ticket is wanting to make an edit. This breaks all current functional...

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• Sydney Neubauer
• Creación 27 de septiembre de 2023 15:58
• 0 votos

1. Zendesk updates
2. Announcements
3. Announcing new visibility restrictions on tickets requested by agents

Jahn Bronilla we reported the same issue and it was confirmed it was intended functionality that Side Conversations to Private groups can no longer be updated - even by the requester that opened it...

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• Sydney Neubauer
• Creación 27 de septiembre de 2023 15:30
• 0 votos

1. Comunidad
2. Feedback - Ticketing System (Support)
3. Ability to remove views from certain groups

+1 this is definitely something needed and something we still struggle with. There are views shared with everyone but there are columns I want to add, just for myself and not for everyone. So I hav...

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• Sydney Neubauer
• Creación 22 de septiembre de 2023 19:24
• 0 votos

1. Comunidad
2. Zendesk Suite Q&A
3. new forms - Still appears

There is contextual workspaces - if a ticket meets the conditions, you can have it set which form will be used. It applies to future and existing tickets

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• Sydney Neubauer
• Creación 19 de septiembre de 2023 22:57
• 0 votos

1. Comunidad
2. Feedback - Ticketing System (Support)
3. Delete Closed tickets?

Mary O'Neill does the ticket deletion impact historical reporting? For example, does it delete all ticket data or does it retain a shadow of the ticket for reporting purposes (maybe not PII but tic...

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• Sydney Neubauer
• Creación 19 de septiembre de 2023 22:51
• 0 votos

1. Comunidad
2. Feedback - Ticketing System (Support)
3. Audit log - We want your feedback!

It is nice to have an audit log, don't get me wrong but there are a lot of gaps that need to be addressed in order to make it fully functional: We need to be able to search for items rather than t...

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• Sydney Neubauer
• Editado 14 de septiembre de 2023 22:21
• 2 votos

1. Comunidad
2. Feedback - Ticketing System (Support)
3. Limit the ability for agents to bulk download 'cutomer's personal information' in "View".

+1 this is definitely a security concern. I have voiced this many times with Zendesk as we can restrict who can generate reports but not with views which is a smaller version of a report but still ...

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• Sydney Neubauer
• Creación 12 de septiembre de 2023 17:54
• 1 voto

1. Comunidad
2. Feedback - Ticketing System (Support)
3. Webhooks Fail Silently.... Agents never know until end-users are sad or frustrated

(ADDING TO THE SARCASM) -1 I definitely do not see a benefit to having this feature. I can't see a reason as to why anyone would want to be notified when something breaks and so it can continue to ...

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• Sydney Neubauer
• Creación 12 de septiembre de 2023 17:50
• 0 votos

1. Comunidad
2. Feedback - Ticketing System (Support)
3. Automation Time-Based Conditions

There is a post set up to get feedback for automations: Triggers & Automations - We want your feedback! – Zendesk help

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• Sydney Neubauer
• Creación 12 de septiembre de 2023 17:48
• 1 voto