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Rhonda Green

Adhésion le 09 mars 2022

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Dernière activité le 05 févr. 2025

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Dernière activité effectuée par Rhonda Green

Rhonda Green a ajouté un commentaire,

CommentaireTicket customization

We have fields set up for state and country as drop downs for the customer to select.  When trying to use these as part of a formal address field, it appears to be pulling the tag name instead of the field value.  What would cause this?  

example below:

state_al_clone

country_us_clone

 

 

Afficher le commentaire · Publication le 04 sept. 2024 · Rhonda Green

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Rhonda Green a créé une publication,

Publication Q&A - Tickets and email

Can SLA be added as a column for Agents in this view?

Publication le 17 mai 2024 · Rhonda Green

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Rhonda Green a ajouté un commentaire,

CommentaireMore integrations

additionally on the App Details 

https://www.zendesk.com/marketplace/apps/support/92096/microsoft-outlook/ 

the link to Microsoft  pricing details does not currently work.  

 

Afficher le commentaire · Publication le 14 mars 2024 · Rhonda Green

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Rhonda Green a ajouté un commentaire,

CommentaireMore integrations

Previous question for another user:  Is it possible to use custom fields from default ticket form within outlook integration?

This would be a very nice feature as we have only one MS Tenant for our organization but multiple brands and forms in Zendesk.  

 

Afficher le commentaire · Publication le 14 mars 2024 · Rhonda Green

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Rhonda Green a ajouté un commentaire,

CommentaireTicket customization

Paul, we were told by our Configuaration Specialist the following:  

Custom layouts will not be applied to New Tickets and the standard ticket layout is used no matter what default layout or contextual workspace is configured for tickets. This is expected behavior as we treat the New Tickets page as separate from the core ticket page where existing tickets are viewed. You need to submit and reopen the ticket before you see a custom layout applied.

This makes no sense that you can change the default if the new tickets are going to stay as the standard.  

I would like to suggest voting for this to be changed.  

 

Afficher le commentaire · Publication le 19 janv. 2024 · Rhonda Green

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Rhonda Green a ajouté un commentaire,

CommentaireTicket customization

This was still not working this morning at 9:30 am, but our Configuration Specialist is looking at this now and she will enter a ticket if she cannot find a reason for it not to work.  Thanks for your help

Afficher le commentaire · Publication le 18 janv. 2024 · Rhonda Green

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Rhonda Green a ajouté un commentaire,

CommentaireTicket customization

Thanks for your response and yes it does.  

Afficher le commentaire · Publication le 17 janv. 2024 · Rhonda Green

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Rhonda Green a ajouté un commentaire,

CommentaireTicket customization

If we change the default layout away from the standard, how long does it take to propagate through the system?  We did this about one hour ago and it is still not showing up?

 

Afficher le commentaire · Publication le 17 janv. 2024 · Rhonda Green

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Rhonda Green a ajouté un commentaire,

CommentaireTicket automation and collaboration

Being able to add direct message via side conversation to an individual message in teams would be very helpful to improve our communication for urgent matters.  Not all agents have the time to check their outlook email for side conversations and support tickets.  Teams direct messaging would be a better solution as it is typically more visible and agents are using teams for other reasons to communicate throughout the organization.  Macros could then be written to make this process even easier for the reps.  The tool as it exists, just going into groups with Teams is cumbersome as you have to make each individual a group to work the way I would like.  Our organization does not allow individuals to set up their own groups so then we would require IT support to get groups set up each time and they want to limit the number of groups being set up also.

Afficher le commentaire · Publication le 12 janv. 2024 · Rhonda Green

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Rhonda Green a ajouté un commentaire,

CommentaireTicket automation and collaboration

+1 for Direct Messaging

Afficher le commentaire · Publication le 13 oct. 2023 · Rhonda Green

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