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Qin Brian

Adhésion le 16 oct. 2021

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Dernière activité le 28 déc. 2023

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Qin Brian a ajouté un commentaire,

CommentaireTicket management

Hi Zendesk team:

One tough question. There are many views in my company covering different languages and countries. We divided our agents into different teams and each team handle over 10 views.

Can agents from team A only see the views they are handling instead of seeing the views belonging to Team B?

If so, how to do?

Thanks

Afficher le commentaire · Publication le 10 avr. 2023 · Qin Brian

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Qin Brian a ajouté un commentaire,

CommentaireTicket management

Hi Zendesk team

I have one question. In Zendesk, the default setting for archive is 120 days. But we found tickets in Dec 2022 have been marked as "This is an archived ticket". Can Zendesk help answer what happened??

Afficher le commentaire · Publication le 01 mars 2023 · Qin Brian

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Qin Brian a créé une publication,

Publication Feedback - Reporting and analytics (Explore)

Feature Request Summary: 

For enterprises with global business, it's best that we can create different Zendesk Live Data dashboards with customized tickets groups or chat departments.

 

Description/Use Cases: 

For example, we create two live data dashboards A and B. In A, we can select ticket groups from foo1 to bar10, and in B, we select ticket groups from Adam to Phillips. 

So one agents team can focus on A and another agents team can focus on B. 

It saves time and enhance efficiency.

In current Zendesk dashboard, the filter is with flaws

1) Single selection without multiple selection. 

2) Not applicable to global business with different languages. In many global business, it's important to isolate different countries users data to meet regulation requirement. Zendesk current structure is to mix everything together. It did not match the market growth.

We need to implement the changes ASAP!

Business impact of limitation or missing feature:

Without the changes, live data dashboard is nothing to us.  It cannot help us to serve clients in better way

 

Publication le 10 déc. 2022 · Qin Brian

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Qin Brian a ajouté un commentaire,

CommentaireTicket editor, assignee, and requestor

What is the limit of Title Characters?

Afficher le commentaire · Publication le 08 nov. 2022 · Qin Brian

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Qin Brian a ajouté un commentaire,

CommentaireTicket management

One question:

If nobody reviews a suspended email, it is automatically deleted after 14 days.

 

What is the design logic to delete such suspended emails from Zendesk?

How can we trace back to see what emails have been deleted by Zendesk?

BTW: Why use API to recover one by one, the ticket is created with my name? What is the logic to design such function?

Afficher le commentaire · Publication le 19 oct. 2022 · Qin Brian

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Qin Brian a ajouté un commentaire,

CommentaireCustomer management and profiles

Sorry for not going through all posts.

I have one question on triggers to users with multiple organizations.

I give one example:

One user named James who is categorized as Organization ABC and Organization DEF.

Or we call them as entity like VIP user, who are tending to complain, or whose hobby is travel etc. 

There are two triggers named ABC_trigger and DEF_trigger.

The triggers work for each organization. 

When James creates one ticket via mobile sdk, which trigger will be activated and which trigger will not be activated?

 

Afficher le commentaire · Publication le 18 oct. 2022 · Qin Brian

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Qin Brian a ajouté un commentaire,

CommentaireHow to manage the help center

When we use the API to download articles from Help Center, the data in [body] is like 

How can we extract real articles without such marks?

Afficher le commentaire · Publication le 07 août 2022 · Qin Brian

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Qin Brian a ajouté un commentaire,

Commentaire de la communauté Q&A - Reporting and analytics

In many cases, the end-user revisited tickets to reply what agent has finished first reply content like asking for more information.  Ticket status is still pending or open. No meaning to change status. But the Next reply time is very critical to check SLA.

 

Afficher le commentaire · Publication le 09 juil. 2022 · Qin Brian

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Qin Brian a ajouté un commentaire,

CommentaireSetting up Zendesk Chat

How to evaluate the shortcuts efficiency? 

For example, there are 100 shortcuts for 100 different purposes or scenarios, we would like to know how many shortcuts are used in everyday's chats conversation and how many chats for each used shortcuts.

I checked with API and found no clear mark on shortcut used in chats.

Please help 

Afficher le commentaire · Publication le 09 juil. 2022 · Qin Brian

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Qin Brian a ajouté un commentaire,

CommentaireUsing Built by Zendesk apps

What is the meaning of the error:

Attachment Manager  "ticket.comments" undefined ?
We met this errors in some tickets.
 

Afficher le commentaire · Publication le 01 juil. 2022 · Qin Brian

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