cwillis

Hi Vladan,

Thanks for getting back to me, our site is private, I could add you but would need your email address.

As you can see from the screenshot below, the YouTube code is working, but the Wistia link remains a link.  Are you able to get that link to work?

Craig

Hi Vladan, 

This is just what I was looking for.  We use Wistia and it's not working for me, could it be because we have a customer Wistia domain, e.g. https://hostanalytics.wistia.com/ ?

Thanks in advance

Craig

Thanks Nicole, 

Those are good additions, but for still require the agent to navigate to the section, what I'm looking for it a way to highlight it directly on the ticket page in some way.

Craig

We already do that, unfortunately, it's not high profile enough to the agent.  We want something that is in their face, upfront, and center so that whenever they are working on the case, it's clear that this is a VIP.

The VIP app gets us part of the way there, but add a banner, changing the color of the case would ensure the agent is aware of their status at all times.

Craig

We are currently using this simple app to highlight to agents our Platinum Support customers:-

https://www.zendesk.com/apps/support/vip-user/?source=app_directory

However, it only supports a single option and we'd like to highlight different customers in different ways.

Is anyone aware of a way that this could be achieved?  We've had internal comments automatically added to posts, however, they drop off the page after a few comments.  We are looking for something to stay permanently at the top of the ticket.

Craig

+1

My issue is one of customer privacy.  We allow select users of our customers view all cases submitted by there organization.  However, some tickets we closed while the agent was list against that organization, so now, our customer can see some cases from another customer.

I've submitted a case to get this addressed and this is a real privacy concern for me now.

Craig

Great work as always Wes, I've just installed this and it works great.

Also, to ensure that these little notification posts aren't visible to customers other than in the banner, I've made the section where I post these alerts to only visible to Agents & Managers.

Craig

We have customers would like this feature also.

Craig

Our solution to this issue was to resort to the excellent Zendesk Appstore and purchased:-

Calendar: Attach calendar events to tickets. http://zdsk.co/1Ph9xeZ

Yes, its $2.50 per agent, but it's easy to manage and synchronizes with the agents Google Calendar.

PS. No association with the product other than being a happy customer!

Craig

Add me to the list requesting this feature.  I would like to post instructions to the agent based on the customer that submits the questions.  This would be in the form of an internal comment.