Heather Rommel

1. Objects and rules
2. ...
3. Business rules
4. Setting your schedule with business hours and holidays

Hi all! I have the pleasure of setting up yet another new instance (yay!) and it's global. So of course I went in and started at GMT+0 and worked my way through all the global timezones for schedul...

• Afficher le commentaire
• Heather Rommel
• Création 14 septembre 2023 16:10
• 0 vote

1. People
2. ...
3. Team members and groups
4. Creating groups

Hi Jonathan Cilley, I wish there was a way to do Parent Groups but unfortunately not. What I've done in the past is create a custom field called for Parent Group and used a series of triggers to se...

• Afficher le commentaire
• Heather Rommel
• Création 11 septembre 2023 20:15
• 1 vote

1. Communauté
2. Feedback - Ticketing System (Support)
3. Audit log - We want your feedback!

Hi team!  Dropping a note to ask when "Views" will be on the list of items we can search for? 

• Afficher le commentaire
• Heather Rommel
• Création 11 septembre 2023 15:15
• 0 vote

1. Communauté
2. Zendesk Suite Q&A
3. Create view for all open and closed tickets.

Hi Emily, If I leave out the status condition, it will assume I want all tickets and include Closed tickets as well (up to ~4 months until they are archived). What I usually do is add a condition t...

• Afficher le commentaire
• Heather Rommel
• Création 7 septembre 2023 15:18
• 0 vote

1. Zendesk updates
2. Announcements
3. Announcing changes to calculations in Explore

This error about invalid calculations that Dan R. references above is coming up for us too. Today it's occurring on the CSAT tab of the main Support dashboard....

• Afficher le commentaire
• Heather Rommel
• Création 29 août 2023 19:08
• 0 vote

1. Support
2. ...
3. Ticket customization
4. About custom field types

Hi Katie Edwards, In that scenario, you'd leave "agents can edit" checked and solve for that a different way. Yes, something has to be checked there! Depending on your use case, you might want to 1...

• Afficher le commentaire
• Heather Rommel
• Création 4 août 2023 13:53
• 2 votes

1. Communauté
2. Tips from users - Zendesk Suite
3. Tip: How to Customize the Jira Zendesk Integration to Update the Zendesk Status

Hi Sunil Gaikwad, I don't know of a way to add each Jira comment automatically. But a Jira user can navigate to the Zendesk tab under Activity and add a comment there. Depending on how you set the ...

• Afficher le commentaire
• Heather Rommel
• Création 16 juin 2023 19:38
• 0 vote

1. Zendesk updates
2. Announcements
3. Announcing Agent Home (beta)

Great stuff!! I look forward to seeing this! Most of the feature requests around the home page has been to allow us to customize it. Is there going to be any of that? For example, we may want to ha...

• Afficher le commentaire
• Heather Rommel
• Création 16 juin 2023 15:32
• 1 vote

1. Communauté
2. Zendesk Suite Q&A
3. Allow Zendesk Views to pick 'JIRA Linked Issue Number' as a column.

I looked into doing this, but we face issues when there's more than 1 Jira ticket. What do you do in those cases Jake Warren?

• Afficher le commentaire
• Heather Rommel
• Création 5 juin 2023 14:38
• 0 vote

1. Zendesk updates
2. Announcements
3. Announcing search in the content blocks list

Love this! Thank you! Wondering if this will lead to a Search & Replace functionality?

• Afficher le commentaire
• Heather Rommel
• Création 17 avril 2023 15:12
• 0 vote