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Lyreco

Adhésion le 15 avr. 2021

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Dernière activité le 03 févr. 2022

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Lyreco a ajouté un commentaire,

CommentaireSecurity and user access in Zendesk Support

The new audit log interface in Admin center have some good ideas, but seems not finish.

Should be interesting to add a lot of other filter : 

- filter per item

- date AND Hours

- on the previous one we were able to select a specific item and get its history, not possible anymore

Afficher le commentaire · Publication le 25 janv. 2022 · Lyreco

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Lyreco a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

@... Here is the issue we encountered everyday.

We are using Side Conversation to write or ask something to a sales rep (on Outlook) from customer care.

And often, the sales rep wants to transfer the email received to another customer care service.

But even if he sends it to another email address, the email comes back to the side conversation of the ticket, and the other customer care service does not see it and does not have any alert.

It is really business impacting.

Afficher le commentaire · Publication le 05 févr. 2020 · Lyreco

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Lyreco a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Can you integrate something on side conversation also for :

- when someone transfer a side conversation to another zendesk adress. the ability to reassign ticket.

 

Thank you

Afficher le commentaire · Publication le 04 févr. 2020 · Lyreco

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Lyreco a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

I'm totally agree.

To not be able to act on the ticket when it is closed. OK.

But why can't we use as a condition ? it's available on the trigger settings.

I think it is important to be capable of answering to a side conversation on a closed ticket by triggering it !

 

We lost a lot of messages.

Afficher le commentaire · Publication le 09 janv. 2020 · Lyreco

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