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Puneet Misra

Adhésion le 15 avr. 2021

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Dernière activité le 26 mars 2024

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Dernière activité effectuée par Puneet Misra

Puneet Misra a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

When can we expect the custom statuses to be included in views for sorting by?

Afficher le commentaire · Publication le 26 mars 2024 · Puneet Misra

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Puneet Misra a ajouté un commentaire,

CommentaireExplore recipes

I am looking for tickets with a specific keyword only, I am not interested in tickets that do not have it, what do I need to modify in the standard calculated attribute formula in this article to accommodate that?

Can I do the same for ticket comments?

Goal: Gather the # of tickets with a specific string in the subject and description fields.

Afficher le commentaire · Publication le 17 juil. 2023 · Puneet Misra

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Puneet Misra a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Hi Zendesk, Any updates on this? 

Afficher le commentaire · Publication le 14 juin 2022 · Puneet Misra

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Puneet Misra a ajouté un commentaire,

CommentaireService Level Agreements (SLA), macros, and CSAT

Zendesk It does not seem like there is any priority to fix this issue. Can you consider allowing admins or end-users to remove ratings? Good and Bad? This can help us use some of the workarounds. Or maybe you can consider making it a requirement to add a comment to a bad rating so that way it's not accepted without comment. Do you have an intake process for feedback?

Afficher le commentaire · Publication le 24 mars 2022 · Puneet Misra

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Puneet Misra a ajouté un commentaire,

Commentaire de la communauté Feedback - Voice (Talk)

Violeta Micu Caroline Kello Jenny Gillett Hi All, I am following up on this thread. Is this still a top priority on your product roadmap? If not, is there any updates or workarounds you can share with us?

Afficher le commentaire · Publication le 21 mars 2022 · Puneet Misra

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Puneet Misra a ajouté un commentaire,

CommentaireTicket automation and collaboration

@... Thank you! Do you know if it is possible to modify a template or trigger of some sort to customize the messaging a follower/CC would receive? 

Afficher le commentaire · Publication le 10 janv. 2022 · Puneet Misra

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CommentaireTicket automation and collaboration

Is there a trigger that controls when the follower notifications will be sent? I have a case where we need certain internal comments to NOT send a notification to the follower. Looking to apply some conditions to which comments should notify the follower and which should not. 

The trigger that I believe is sending the notification is Notify assignee of comment update.

Afficher le commentaire · Modification le 07 janv. 2022 · Puneet Misra

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Puneet Misra a ajouté un commentaire,

CommentairePerforming calculations

Stephen Belleau Can you elaborate on the steps? I am using the tables visualization type and I do not see tables under Chart Configuration and the steps in the Working with tables. do not have the information that is helping get the desired result. 

Afficher le commentaire · Modification le 12 nov. 2021 · Puneet Misra

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Puneet Misra a ajouté un commentaire,

CommentairePerforming calculations

Hi, 

How can I hide the tickets column from a COUNT(Tickets) Metric? I am not using columns on my report but there is a column for tickets that is populated with 1 representing every ticket ID. I am using the ticket ID and subject as rows. (screenshot below)

Afficher le commentaire · Publication le 10 nov. 2021 · Puneet Misra

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Puneet Misra a créé une publication,

Publication Feedback - Ticketing system (Support)

Hello Zendesk,

In this new UI update, the ticket tab section now displays requestor names instead of the subject. Can you explain the logic behind this change? We are not finding it useful since some clients can have multiple tickets, the subject allows for a more efficient agent experience to identify what issue they are working on while handling multiple tickets at any given time. The requestor info is not helpful in this case, the agent would have to select the ticket and confirm the subject by opening it to clarify if this the ticket they want to work with.

Can we change it somehow?

Publication le 11 févr. 2021 · Puneet Misra

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