Cheeny Aban

1. Agent guide
2. Ticket basics
3. Working with problem and incident tickets

Hi Lou, As of the moment, there is no native way to customize the incident ticket view, but I've marked this conversation as product feedback for review, which means that your input will be aggreg...

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• Cheeny Aban
• Création 27 avril 2021 23:21
• 6 votes

1. Communauté
2. Zendesk Suite Q&A
3. Ticket routing based on the suffix of requester email

Hi Pete!As of the moment, there is no available condition to use suffixes for ticket routing. Nonetheless, we appreciate your feedback and suggestions that you post on the feedback section of the c...

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• Cheeny Aban
• Modifié 2 février 2023 17:13
• 2 votes

1. Communauté
2. Zendesk Suite Q&A
3. New ticket via email is created as private comment?

Hi Jacques, That is expected because the contributor role cannot add a public comment on the ticket, only a private or internal note. They can provide limited support by viewing and adding private ...

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• Cheeny Aban
• Création 14 juillet 2022 16:10
• 2 votes

1. Communauté
2. Zendesk Suite Q&A
3. Click link to start call in Zendesk Talk

Hi Manuel, As of the moment, there is no native way to set up click-to-call via Zendesk Talk. We understand your need for this functionality so I am marking this ticket as Product Feedback. We tru...

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• Cheeny Aban
• Création 28 juillet 2021 20:43
• 2 votes

1. Bots and automation
2. Custom bots and bot building documentation
3. Creating a conversation bot for your web and mobile channels

Hi Jon, As of the moment, there is no native way to add the step "request a callback" in flow builder, but we understand your need for this functionality so I will be marking your comment as Produ...

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• Cheeny Aban
• Création 21 juin 2021 14:54
• 2 votes

1. Agent guide
2. Ticket management
3. Managing tickets in bulk

Hi Akansha, Yes, a supervisor may re-assign tickets to the other agents without bulk updating ticket fields. A user may select one or more tickets when viewing a list of tickets from a specific tic...

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• Cheeny Aban
• Création 19 novembre 2023 21:29
• 1 vote

1. Objects and rules
2. ...
3. Routing
4. Creating capacity rules to balance agent workloads

Hi Alexander, Yes, that is right. Only Admins are allowed to configure capacity rules for agents. 

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• Cheeny Aban
• Création 25 janvier 2023 14:25
• 1 vote

1. Support
2. ...
3. Measuring success
4. Customizing your customer satisfaction survey

Hi Paul,I created a ticket for you so we can further troubleshoot your business rules. I'll look forward to your reply

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• Cheeny Aban
• Création 2 octobre 2022 22:13
• 1 vote

1. Agent guide
2. Customer management and profiles
3. Managing users in multiple organizations

Hi Antoine M, I created a ticket for you so we can further troubleshoot the issue. I'll wait for your reply

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• Cheeny Aban
• Création 2 octobre 2022 21:58
• 1 vote

1. Communauté
2. Zendesk Suite Q&A
3. How to reset SLA metrics based on changes in a ticket's priority?

Hi Jamie, Thank you for creating a Feedback Post! We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.  

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• Cheeny Aban
• Création 2 octobre 2022 15:41
• 1 vote