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Bruno Cruz

Adhésion le 15 avr. 2021

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Dernière activité le 23 août 2024

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Dernière activité effectuée par Bruno Cruz

Bruno Cruz a ajouté un commentaire,

CommentaireUsers, groups, and organizations

Hello, are there any future plans on including an access level that allows individuals users to add comments on all org tickets?

Seems like this discussion started on 2022 but I don't see any mention of this being included (rather a strange choice honestly).

Also left this feedback on the corresponding Feature Request post here.

Afficher le commentaire · Modification le 12 avr. 2024 · Bruno Cruz

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Bruno Cruz a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Hello, adding a +1 here. Do you have any plans on making this available?

Today, what happens is that clients want to have specific users with this ability and possible workarounds are not sustainable. Seems like this was first opnened back in 2022, any progress here?

Afficher le commentaire · Modification le 12 avr. 2024 · Bruno Cruz

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Bruno Cruz a ajouté un commentaire,

CommentaireTicket basics

Echo'ing Naomi's comment, having a video or such showing the difference (and a confirmation that this feature can be disabled again) would be great.

Afficher le commentaire · Publication le 09 janv. 2024 · Bruno Cruz

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Bruno Cruz a ajouté un commentaire,

CommentaireTicket automation and collaboration

Hi everyone!

Any plans of integrating Google Chat (Workspaces) as a side conversation channel?

Afficher le commentaire · Publication le 25 oct. 2023 · Bruno Cruz

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Bruno Cruz a ajouté un commentaire,

Commentaire de la communauté Feedback - Reporting and analytics (Explore)

Definitely waiting for this one!

Afficher le commentaire · Publication le 03 oct. 2023 · Bruno Cruz

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Bruno Cruz a créé une publication,

Publication Feedback - Reporting and analytics (Explore)

Hello team,

Right now, to share Explore dashboards for suspended users, one needs to unsuspend them, access their own account, and share it with other admins. This can be a lengthy and somewhat strange process to follows, as it requires logging in with the account of another user.

To avoid the current process, maybe admins should have a specific permission that allows access to all dashboards? Just a suggestion!

Publication le 22 août 2023 · Bruno Cruz

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Bruno Cruz a ajouté un commentaire,

CommentaireHow to build dashboards

Hi Salim,

Thank you for taking the time to reply back to this. A few comments, If I may:

  • While I understand that we can do this cloning/sharing exercise before the person leaves, as an Admin on Zendesk, I just have access to an easier process to administer this feature;
  • Cloning dashboards is precisely what I don't want to do in this situation, as the reason that led me to this bug was a clean-up exercise that I was trying to perform over old dashboards. It seems that, without cloning or previously sharing the dashboards, the only way I can remove old customizations from suspended agents is to actually remove them from the platform;
  • Assuming the identify of a user would be great, but I don't have that option available on a user that I just unsuspended and granted Admin access again, as indicated on this article. Is that a bug as well? Should I contact Zendesk support?
  • Also, if assuming an agent is possible, should this article be updated to reflect it?

Finally, I understand that there may be documented best practices to perform before proceeding with an agent suspension or removal. But again, this doesn't remove the initial problem: why the need for such a strange process in the first place?

Afficher le commentaire · Publication le 19 août 2023 · Bruno Cruz

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Bruno Cruz a ajouté un commentaire,

CommentaireHow to build dashboards

Hi team,

I'm currently facing an issue where, despite being an Admin (who should, supposedly, have access to all dashboards), I still don't have access to dashboards which have been created by suspended users. After discussing this with Zendesk Support over chat, I was redirected here. Taking into account the nature of the process, I'd like to give the following feedback:

  • In order for me to proceed with steps (3) & (4), I need to unsuspend the user's access and have a free seat available. I shouldn't need to guarantee this to have access to a dashboard;
  • In order to go through (5), I'll need to breach internal security compliance protocols and access the account with an email address that isn't mine. Additionally, since the user was suspended because they are no longer working with the company, I need to ask IT to reinstate their email address and redirect incoming emails or such, so I can define a new password;
  • Then, I need to roll all these changes back, asking not only my time but the time of the Security/IT teams within the company.

A tool such as this, supposedly ready for Production usage, should allow access to these dashboards in an easier manner. Having to waste the time of different teams across the company to perform this exercise is, at best, disappointing.

Afficher le commentaire · Publication le 17 août 2023 · Bruno Cruz

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Bruno Cruz a ajouté un commentaire,

CommentaireTicket basics

Hi Dainne,

Happy Monday! Unfortunately, that's not what's happening on my Mac, as you can see on the screenshot below. What I would say is that it would be interesting to have Zendesk adapt to the OS in question and change the keys to those that are expected to be used on that OS (same logic for the downloadable PDF, changing the doc per OS):

Afficher le commentaire · Modification le 26 sept. 2022 · Bruno Cruz

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Bruno Cruz a ajouté un commentaire,

CommentaireTicket basics

Hello everyone,

Happy Monday, hope you are doing well. Unfortunately, I'm also having problems using the keyboard shortcuts. I'm using Google Chrome (Version 105.0.5195.125 (Official Build) (arm64)) on Mac Monterey (Version 12.6).

Despite having tried the advice from Michael, I'm still not able to use the shortcuts. Can you help me out?

EDIT (Nov. 2): after trying multiple combinations, I was able to get ticket submissions (for instance) working with Control + Option!

Also, potential feedback: how about identifying the version/flavour of the OS and changing the shortcuts list with the correct keys for that particular version?

 

Afficher le commentaire · Modification le 02 nov. 2022 · Bruno Cruz

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