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Maarten Wildeman

Adhésion le 15 avr. 2021

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Dernière activité le 22 oct. 2021

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Maarten Wildeman a ajouté un commentaire,

CommentaireUsing AI agents for email and web form

Is there any way i can change the text of the email messages? The translation is not what i want (too formal in Dutch) and i want to make some adjustments.

 

Afficher le commentaire · Publication le 23 avr. 2021 · Maarten Wildeman

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Maarten Wildeman a ajouté un commentaire,

CommentaireWorking with articles in the knowledge base

Hi,

Where is the option to see all the labels currently made/used?

Afficher le commentaire · Publication le 23 avr. 2021 · Maarten Wildeman

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Maarten Wildeman a ajouté un commentaire,

CommentaireWorkflow best practices and recipes

Hi,

Part of it really fixes my needs. But:

When i create a trigger and send an email to the target that message is not shown in the ticket. Any information sent regarding a ticket should be shown in the ticket for administrative purposes and to see what was communicated to what party.

Also when replying to the mail sent it creates a new ticket and is not updated in the ticket it was sent from. It also triggers the system to send a first responding mail which a lot of companies have implemented.

Cheers, Maarten

Afficher le commentaire · Publication le 02 avr. 2021 · Maarten Wildeman

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Maarten Wildeman a créé une publication,

Publication Feedback - Ticketing system (Support)

Hi,

When you create a trigger to send an email to the customer that for instance the ticket is closed etc these mails are not shown in the tickets thread.

In my opinion all communication with a customer should be placed in a ticket. This for reference for other agents and to see and check these messages are sent in the right manner.

Can it be arranged that these mails are inserted in the ticket?
And if not, can it be arranged that there is a possibility to create a private note in the ticket that you can fill in with text?

I know you can create and insert tags for this but this is not what we want

Cheers,
Maarten

 

Publication le 01 avr. 2021 · Maarten Wildeman

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Maarten Wildeman a ajouté un commentaire,

Commentaire de la communauté Q&A - Tickets and email

Hi Don,

Sometimes we need to think the other way around :)

Thanks a lot, you have been a great help, will implement this!

Cheers,

Maarten

Afficher le commentaire · Publication le 16 mars 2021 · Maarten Wildeman

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Maarten Wildeman a ajouté un commentaire,

Commentaire de la communauté Q&A - Help center and community

Hi Jacob,

Thanks a lot!

 I found this myself also but i think this is the other way around, isn't it?

With this code

  • all forms are visible for all users, also unauthorized (which are using our support page too)
  • forms are hidden for a specific organization mentioned in the inserted code

I cant find any solution to make a specific form only available to a specific organization.

I am not into coding but a solution that could be coded is:

- Hide all forms for everyone

- Show specific form for specific tags

- Give specific organizations specific tags

Reading the support articles this is a feature wished for by many users.

Thanks again for your help Jacob!

Afficher le commentaire · Publication le 12 mars 2021 · Maarten Wildeman

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Maarten Wildeman a créé une publication,

Publication Q&A - Help center and community

Hi,

I want some ticket forms only to be available for certain customers.

After they logged in based on their organization or project they would be the only one to see some of the ticket forms created.
All others would only see the default form and the ones visible for customers.

Can this be done?

And if not, how can i arrange that one of my customers is really the only one to log a certain ticket in the system without having to email it due to security restrictions?

Publication le 12 mars 2021 · Maarten Wildeman

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Maarten Wildeman a ajouté un commentaire,

Commentaire de la communauté Q&A - Tickets and email

Hi Don,

Thanks again!

What i am trying to achieve is we can change the Subject and Description field with predefined text.

This without using the Help Center but used by an agent within the Zendesk agent interface.
So when you create a ticket  and select a form of your choice, in this case the Test form:

The description and subject are already filled in for that specific form like this:

Have a great day!

Afficher le commentaire · Publication le 12 mars 2021 · Maarten Wildeman

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Maarten Wildeman a ajouté un commentaire,

Commentaire de la communauté Q&A - Tickets and email

Hi Don!

Thank you so much! This is what i am looking for.

I would like to implement these with the ticket forms but then the Subject (Onderwerp) and Comment/Description (Beschrijving) are locked and cannot be changed, is that correct? And any way to bypass that?

Many thanks again, really appreciated!

Maarten

Afficher le commentaire · Publication le 11 mars 2021 · Maarten Wildeman

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Maarten Wildeman a créé une publication,

Publication Q&A - Tickets and email

Hi,

I want to be able to create templates of tickets (forms) with predefined Subjects and Descriptions that an agent can use from the dashboard while on the phone with a customer.
The agent creates a ticket and chooses a template for common incidents, change request etc with all the information filled in.
For example with a Subject: OUTLOOK: Mailbox full, or HARDWARE: Keyboard broken

The Description field contains all the information prefilled with a call script or information that has to be asked for 2nd or 3rd line support.

 

The biggest amount of tickets are frequently used tickets and can be standardized. Selecting a predefined ticket as an agent with a pre filled Subject and  Description would save huge amounts of typing en enables you to insert the information for an agent to follow within that ticket.
It also gives you a quick overview of what tickets are open. Administering is done in similar ways by multiple agents etc.

For me it is a big limitation you cannot create forms and the Subject and Description fields are not editable in any way.

Is this an option, can you please create it?

Cheers,

Maarten

Publication le 10 mars 2021 · Maarten Wildeman

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