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Jill Bragg

Adhésion le 15 août 2022

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Dernière activité le 26 sept. 2024

Zendesk Luminary

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Dernière activité effectuée par Jill Bragg

Jill Bragg a ajouté un commentaire,

CommentaireGeneral questions and issues about tickets

If I have an agent in multiple groups and try to auto assign a ticket to them via triggers it assigns it to them under their default group, not the group that the ticket was actually opened with. Not sure if this is by design or if I’m doing something wrong. Is there any way to auto assign them the ticket in whatever group the ticket currently lives?

Afficher le commentaire · Publication le 26 sept. 2024 · Jill Bragg

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Jill Bragg a créé une publication,

Publication Feedback - Ticketing system (Support)

When some end users reply to tickets via email they have images in their email signatures. Is there any way to strip those out before posting them in the ticket? Redacting them manually wouldn’t be feasible, but I was curious if anybody else had run into this or knew of a way to remove them programatically.

For some background, this would only apply to a specific subset of tickets, and we would still want customers to be able to add these attachments via email. The issue is that we have a webhook that should only get hit when a .csv is attached. Since there’s no way to restrict the file types customers can submit as attachments though this causes some issues. So just wondering if anybody had any ideas. Thanks!!

Modification le 05 août 2024 · Jill Bragg

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Jill Bragg a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Hey team,

Any chance this has made it onto any roadmaps? This would be a really useful feature, and I'm having agents reach out about it as well.

Afficher le commentaire · Publication le 31 juil. 2024 · Jill Bragg

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Jill Bragg a ajouté un commentaire,

Commentaire de la communauté Q&A - Help center and community

Perfect! Thanks so much for your help Thomas.

Afficher le commentaire · Publication le 25 juin 2024 · Jill Bragg

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Jill Bragg a ajouté un commentaire,

Commentaire de la communauté Q&A - Help center and community

Hi Julio,

Is this still a limitation, or is there another way now without using condition ticket fields? I'm trying to do pretty much the same thing as Zach. We need the subject & description fields (as well as the description hint) populated with certain text only when one specific dropdown value is chosen on one of our custom fields. Is there anything that can be added/edited in the code below to make that work?

document.addEventListener('DOMContentLoaded', function() {
if (window.location.href.indexOf("formIdGoesHere") > -1) {
     document.querySelector('#request_subject').value = "CNAM Update Test";
     document.querySelector('#request_description').value = "Please attach your CSV using the template linked below.";
        document.querySelector('#request_description_hint').innerHTML = "Click here for CSV template";

I've looked through other posts in the community & on Zendesk's knowledge base but haven't been able to find anything that works. Any help would really be appreciated. Thanks!!



 

Afficher le commentaire · Publication le 21 juin 2024 · Jill Bragg

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Jill Bragg a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

A couple of our teams primarily use side conversations when working tickets too, so this is something we're really needing. Right now we're not able to give them or their managers an accurate read on the work they're doing every day. 

Afficher le commentaire · Publication le 29 mai 2024 · Jill Bragg

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Jill Bragg a ajouté un commentaire,

CommentaireGlobal security and user access

Agree with Rudolph & Karl. We have hundreds of agents, so it's not even an option for us, because it's so expensive. The fact that this functionality should be included makes it worse. I could easily pull what I need in a few minutes versus opening a support ticket and having to wait hours for help. There's no need to burden Zendesk's support team with tickets when your customers could get what they needed themselves.

Afficher le commentaire · Publication le 03 avr. 2024 · Jill Bragg

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Jill Bragg a ajouté un commentaire,

Commentaire de la communautéAnnouncements

Hey team,

May or may not be related to this update but I found another broken link: https://support.zendesk.com/hc/en-us/articles/4702985595162. I clicked “Enabling search across multiple help centers” on this page, & it says the page doesn't exist. Thanks!!

Afficher le commentaire · Publication le 28 mars 2024 · Jill Bragg

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Jill Bragg a ajouté un commentaire,

Commentaire de la communautéZendesk AI EAP - Generative AI

Hola Natalia,

¿Has visto este documento de soporte? No tenemos esto habilitado en nuestra cuenta, por lo que no puedo brindar mucha información, pero este podría ser un buen punto de partida si aún no ha tenido la oportunidad de revisarlo.

Jill

Afficher le commentaire · Publication le 28 févr. 2024 · Jill Bragg

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Jill Bragg a ajouté un commentaire,

Commentaire de la communauté Q&A - AI and automation

Hey Danilo!

Have you seen this Zendesk doc on Bump Bump Solve? I'd give it a read if you haven't already. It'll walk you through the setup, & it seems pretty spot on for what you're needing.

Jill

Afficher le commentaire · Publication le 21 févr. 2024 · Jill Bragg

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