Alex McFarlane

1. Communauté
2. Feedback - Ticketing System (Support)
3. Show ticket title in tab, not requester name

Ethan - ticket subjects are showing for us since logging on this morning (we're in the UK) Have quickly looked through settings and I haven't spotted any configuration for this yet.

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• Alex McFarlane
• Création 7 mars 2023 13:28
• 0 vote

1. Communauté
2. Feedback - Ticketing System (Support)
3. Show ticket title in tab, not requester name

Well done Zendesk - subject title is back on ticket tabs

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• Alex McFarlane
• Création 7 mars 2023 09:41
• 0 vote

1. Objects and rules
2. ...
3. Ticket editor, assignee, and requestor
4. I'm unable to edit the ticket subject

Hi Marine.   No, the article does not help.  Following these instructions to allow agents to amend ticket subjects then blocks customers from seeing those subjects, leading to meaningless ticket su...

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• Alex McFarlane
• Création 14 février 2023 09:15
• 0 vote

1. Objects and rules
2. ...
3. Ticket editor, assignee, and requestor
4. The ticket.title placeholder displays first comment instead of the subject

Our agents have long been able to edit ticket titles, in order to give them a name which is suitably descriptive and which distinguishes them from other tickets. Since enabling the new agent interf...

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• Alex McFarlane
• Création 13 février 2023 15:06
• 0 vote

1. Objects and rules
2. ...
3. Ticket editor, assignee, and requestor
4. I'm unable to edit the ticket subject

Has something changed recently around this?  Our agents have long been able to edit ticket titles, in order to give them a name which is suitably descriptive and which distinguishes them from other...

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• Alex McFarlane
• Création 13 février 2023 14:30
• 0 vote

1. Agent guide
2. Ticket automation and collaboration
3. Understanding CCs and followers

Thanks - it appears we will need to do this. I think the option to only allow agents to add CCs was there for a good reason and it is a pity to see it has been removed.  We would have liked to have...

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• Alex McFarlane
• Création 8 février 2023 10:16
• 0 vote

1. Agent guide
2. Ticket automation and collaboration
3. Understanding CCs and followers

We used to be able to prevent external users from adding CCs to a ticket.  Is that no longer possible? We've found that allowing CCs to add further CCs can lead to data breaches.

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• Alex McFarlane
• Création 7 février 2023 13:08
• 0 vote

1. Communauté
2. Feedback - Ticketing System (Support)
3. Show ticket title in tab, not requester name

I raised a ticket with Zendesk to ask when the option to show ticket subject on the tab would be implemented, given that they had already committed to doing this (https://support.zendesk.com/hc/en-...

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• Alex McFarlane
• Création 2 février 2023 15:58
• 1 vote

1. Communauté
2. Feedback - Ticketing System (Support)
3. Show ticket title in tab, not requester name

from https://support.zendesk.com/hc/en-us/articles/5052137058330: "We will not force Agent Workspace upon you until it’s in a better state for you to thrive in." Does this mean we will have the opt...

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• Alex McFarlane
• Création 20 janvier 2023 15:05
• 1 vote

1. Communauté
2. Feedback - Ticketing System (Support)
3. Restriction on individual tickets or groups

This is basic functionality, but it's only available on the most expensive pricing tier. Is there any solution planned for your 'most popular' pricing tier?

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• Alex McFarlane
• Création 27 juillet 2022 07:09
• 0 vote