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Tony Williamson
Adhésion le 15 avr. 2021
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Dernière activité le 16 avr. 2024
#LivingHiFi with HEART+SOUL You Can Hear
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Dernière activité effectuée par Tony Williamson
Tony Williamson a ajouté un commentaire,
I am tending to agree with TradeX Admin & Rusty Wilson here. Our organisation purchased Enterprise Licenses with Zendesk understanding we were purchasing 'The Delux' model. As a long time (>10 year) customer of Zendesk, it has been disappointing to find out tiers are created above and additional add-ons are now significant additional fees which were understood to be part of our plan. this is not the first time and is becoming a trend.
Afficher le commentaire · Publication le 18 janv. 2024 · Tony Williamson
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Tony Williamson a ajouté un commentaire,
Hi Julio
With over 7 years of history - that is a very long, laborious, manual process with no easy way to identify which threads to adjust if like most people using Zendesk have limited or no knowledge or resources to have a developer perform an API call to grab the info required.
Afficher le commentaire · Publication le 10 avr. 2023 · Tony Williamson
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Tony Williamson a ajouté un commentaire,
We have over 7 years of topics and posts in our Community. How can we archive topics which have not been contributed for over 2 years without manually reviewing every post? I cannot see any way to do this to prevent 'dead' posts re-opening...
Afficher le commentaire · Publication le 27 mars 2023 · Tony Williamson
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Tony Williamson a ajouté un commentaire,
This is required here too - please do so... not interested in another monthly fee for a third-party product when the existing free Google Play Integration works well. Our ratings in Google Play turned around quite quickly - need this for iOS App store too.
Afficher le commentaire · Publication le 17 oct. 2022 · Tony Williamson
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Tony Williamson a ajouté un commentaire,
Customer Lists according to your documentation are available in legacy editions but no longer in Enterprise. As a long-term Zendesk customer, it is unfortunate that I now have to 'Contact our Sales Team' for a feature that used to be readily available that I did not yet have a need for until now since upgrading to a higher-tier platform.
Afficher le commentaire · Publication le 23 août 2022 · Tony Williamson
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Tony Williamson a ajouté un commentaire,
20 - wow
I thought our 5 or 6 were a handful... happy to pay it forward
Afficher le commentaire · Publication le 27 avr. 2022 · Tony Williamson
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Tony Williamson a ajouté un commentaire,
Hi Ola
This is what we did in our Macros
{% if {{ticket.brand.name}} == 'Brand X' %}
{% assign kb = 'http://brandx.support.com' %}
{% elsif {{ticket.brand.name}} == 'Brand Y' %}
{% assign kb = 'http://brandy.support.com' %}
{% elsif {{ticket.brand.name}} == 'Brand Z' %}
{% assign kb = 'http://brandz.support.com' %}
{% else %}
{% assign kb = 'http://brand123.support.com' %}
{% endif %}Hi
For further details - visit {{kb}} for 100s of FAQs already answered...
Thanks
Try it out
Afficher le commentaire · Publication le 27 avr. 2022 · Tony Williamson
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Tony Williamson a ajouté un commentaire,
This is unfortunate and a real problem that has plagued me for years - I do not want Level 1 agents circumventing views by using the Dashboard. This really is a problem and should be looked at
Afficher le commentaire · Publication le 26 déc. 2020 · Tony Williamson
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Tony Williamson a ajouté un commentaire,
I'm with Joel regarding notifying the requester is a deal breaker...
There are a number suggestions to not just this problem but others where the response is 'just hack the JSON' which I understand, but many organisations, such as myself, don't have a resource to do so. This is why we are asking Zendesk to provide the solution...
Afficher le commentaire · Publication le 09 janv. 2019 · Tony Williamson
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Tony Williamson a ajouté un commentaire,
Simply adding "on-hold" to be included in the pausible updates would be a solution, or something more involved where there is an actual option in a ticket to deliberately pause an SLA.
This is really key - Pending means it's in the consumers court but on-hold means it is with us. In our case if the product we are supporting is a hardware issue, we have to send information to our various distributors to issue the warranty. So even though it is in our organisations court, the support team shouldn't be 'penalised' for violating the SLA as they are simply waiting for paperwork from others outside the Zendesk eco system.
Afficher le commentaire · Publication le 23 mars 2018 · Tony Williamson
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