walter maldeghem

Hi, 

I created 2 different forms; for 2 types/groups of customers [end users].

But each group is only allowed to see 1 form depending on the customer login.

Is there a way to auto/pre-load a particular form linked to the customers login while hiding all other forms?
 

My very best regards, Walter

 

Hi,

after a customer sign-in, he/she lands on the ''Submit request page" currently of the Help Center.

Can that be changed/redirected to the "My Requests" by default? How or where can I define this?

Thanks for your help, Walter

Hi,

is it possible to autofill the customer name field while loading the web widget with the name the customer is already logged in with [since I activated required authentication for signing in].

So ZD knows the customer name already while starting up the widget ...

Can that be configured?

My very best regards, Walter.

Hi, we need this too. We have an SLA response time of 10 minutes with our customers.

So a new incoming ticket can not be untouched for 10 minutes. So therefore this automation in minutes is very necessary.

Or is there another way of doing this?

My very best regards, Walter

Hi, I would like to create a trigger that when a ticket is solved, the summary report from the "print ticket" function [now only manual] gets mailed to / Notify by the requester?

Is there a function or method to do this?

My very best regards, Walter

In the customer My Requests and Ticket details header, you see the Requester, Created and Last Activity.

How can I have the same list but with all the intermediate ticket statuses + timestamps included. Something like:

• Created: Today at 17:00
• Open: Today at 17:15 [15 min from previous status]
• Pending: Today at 18:00 [45 min from previous status]
• Closed: Today at 18:30 [30 min from previous status]

Total Ticket time: 1h30 [resolution time]

Or is there another automated way to let the customer retrieve this data since we are measured [SLA] on reaction-/response time ... elapsed time between Ticket status New and Open ....

Any idea how to do this?

Thanks for your reply

My best regards, Walter

Hi Francis, thanks for your reply.

Indeed, I configured it now with Targets and works like a charm ... that option did escape me, my mistake.

Hi, I would like to send a notification to an external outbound mail [mail address not belonging to customer or agent] every time a new ticket comes in.

I created a trigger to do this but how to define the external mail address? The only Notify By options I have are: User or Group Mail, Webhook or Zendesk integration but no option to define an external mail address. 

What is the best way to solve this?

My very best regards, Walter

Ok, thanks Will and Shawna for your help and reply.

Walter

Hi,

customer only wants to be notified via the app if the Priority of the Ticket is 'Urgent'.

In all other cases [new tickets], the app should not notify whatsoever, even if Notifications is enabled [needs to be enabled for Urgent tickets]

So is their a way to distinguish notification behavior in the support app based upon / triggered by Priority value/entry?

Thanks for your reply, Walter