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Ian Pylvainen

Adhésion le 16 avr. 2021

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Dernière activité le 19 oct. 2023

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Dernière activité effectuée par Ian Pylvainen

Ian Pylvainen a ajouté un commentaire,

CommentaireUsers, groups, and organizations

Hi, is there any way to disable this requirement? We need customers to correctly map to organizations when they file tickets, even if they haven't yet verified their email address.

Afficher le commentaire · Publication le 19 oct. 2023 · Ian Pylvainen

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Ian Pylvainen a ajouté un commentaire,

CommentaireGeneral questions about email and email template

Hi, we use a Google Group to forward emails to our support site and that group address has an alias. When I send emails to the alias, they get forwarded to Zendesk and Zendesk clearly recognizes that the email came from the alias address in the ticket events. Is there any way then to create a trigger etc that recognizes that an email was sent to the alias and not to the original email?

Afficher le commentaire · Publication le 26 août 2022 · Ian Pylvainen

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Ian Pylvainen a ajouté un commentaire,

CommentaireTicket management

Hi, we'd like to create a view that shows both tickets hitting SLA soon as well as the ones that have already broken SLA. However, it seems that it's not possible to add conditions for checking "hours until" or "hours since" to the "can meet any of these conditions" section - is that correct or am I missing something here? If so, is there any technical reason for this or can this be added as a feature?

Afficher le commentaire · Publication le 25 juin 2021 · Ian Pylvainen

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Ian Pylvainen a ajouté un commentaire,

CommentaireTicket basics

Hi, is there a way to search for tickets that have specific users as followers? I used to be able use "cc:username" for this, but it doesn't appear to work correctly for follower tickets.

Afficher le commentaire · Publication le 02 mars 2021 · Ian Pylvainen

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Ian Pylvainen a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

I'd like to add another vote for this - we'd like this as a way of adding context to questions, e.g. "please enter your version number, click here for an article on how to find your version number for your product" or something similar. 

Afficher le commentaire · Publication le 13 nov. 2019 · Ian Pylvainen

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