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I. Smit

Adhésion le 26 nov. 2021

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Dernière activité le 23 sept. 2022

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I. Smit a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Marjana Cowan
Fair and understandable point. But on the other side, not all processes are the same and every company has made/is making its own choices that way.  
In our case, by the way, this is no different. All communication between the service desk to customers or colleagues has to go through Zendesk. However, in some cases, general information comes to you via a private company email. An agent wants to be able to add that information to a ticket in Zendesk. With Outlook, you can possibly (I can't test that) upload the message into the ticket. However, we work with Google (Gmail) and cannot easily extract messages from gmail and upload them in zendesk.  

Afficher le commentaire · Publication le 23 sept. 2022 · I. Smit

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I. Smit a créé une publication,

Publication Feedback - Ticketing system (Support)

It is very unfortunate that it is not possible for an agent to link an email message from his/her private mailbox to an existing ticket using, for example, the syntax #ticket 123.

In some cases, there is communication that runs outside of Zendesk. This communication an agent wants to link to the ticket. However because the body of the mail is not recognized you would want to be able to use the Syntax #ticket 123

Publication le 22 sept. 2022 · I. Smit

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I. Smit a ajouté un commentaire,

CommentaireTicket management

It is very unfortunate that it is not possible for an agent to link an email message from his/her private mailbox to an existing ticket using, for example, the syntax #ticket 123

Afficher le commentaire · Publication le 22 sept. 2022 · I. Smit

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I. Smit a ajouté un commentaire,

CommentaireTicket customization

@...
Unfortunately, this option does not support rich text formatting. In addition, the link you show is fairly short. But imagine you want to link to a longer link, such as: 

"https://zoek.officielebekendmakingen.nl/resultaten?q=(c.product-area%253d%253d%2522officielepublicaties%2522)and(cql.textAndIndexes%253d%2522corona%2522+and+cql.textAndIndexes%253d%2522covid-19%2522+and+cql.textAndIndexes%253d%2522covid%2522)%20AND%20w. subrubriek==%22Antwoorden%20kamervragen%20van%20het%20lid%20Nicolai%20van%2026%20maart%202021%20inzake%20inzake%20quarantaine%20politici%22&zv=corona+covid- 19+covid&pg=10&col=&svel=PublicationDate&svol=Acurrent&sf=sr%7cAnswers+Chamber questions+from+the+Member+Nicolai+of+26+March+2021+involving+quarantine+politicians."

I know that there are URL shorteners. Only in some cases this is not allowed from company regulations.

Jessica Fong 

At Teleticket I have seen a solution where a yellow text block appears after selecting a particular form. Unfortunately, this is not a native feature in Zendesk. Such a text block could be used to point to a page, in your case "I want to claim warranty". 

 

Afficher le commentaire · Publication le 25 févr. 2022 · I. Smit

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I. Smit a ajouté un commentaire,

CommentaireTicket customization

Is there a way to copy the field conditions in a form, which are set at the end user, to the agent? I have a form with over 100 conditions at the end user. I want to copy these conditions to the agent. The other way around is possible.

Afficher le commentaire · Publication le 01 déc. 2021 · I. Smit

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