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ADMIN

Adhésion le 16 oct. 2021

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Dernière activité le 28 déc. 2023

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ADMIN a ajouté un commentaire,

CommentaireAdditional ticket channels

Hi - Can Zendesk reach out to me regarding support with configuring call forwarding so the caller or recipient does not get charged for calls? 

Afficher le commentaire · Publication le 29 sept. 2023 · ADMIN

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ADMIN a ajouté un commentaire,

CommentaireHow to fix access issues

I would like to propose including information on what steps to take in the event that a sandbox owner is locked out of their account. This is crucial as it ensures that they have the necessary guidance and support to regain access and continue their work seamlessly.

I kindly request your consideration in addressing this matter within this article, as your support team will frustratingly refer to it even if it doesn't include this. Your expertise and input on this topic would greatly benefit and contribute to a more comprehensive resource for all sandbox owners.

Afficher le commentaire · Publication le 03 juil. 2023 · ADMIN

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ADMIN a ajouté un commentaire,

CommentaireViews, ticket status, and ticket fields

This is a rather thin article that does not provide any context for self-support. 

Which user plans allow for agents to edit-end user details? How does one turn on the settings to allow this? Is this automatic when updating subscription tier?

Edit: The information in the article is incorrect or not complete. But I have found the answer for you. 

On lower tier plans, agents can edit end user information such as phone number only if they have ticket access to all tickets, not just ticket users in their group. On enterprise accounts, this setting is made by defining user roles. On lower-tier accounts, this is done by going into the agents profile, clicking 'edit in support' and changing their ticket access to 'all tickets'.  

 

 

Afficher le commentaire · Modification le 27 juin 2023 · ADMIN

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ADMIN a ajouté un commentaire,

CommentaireTicket management

When ticket sharing, is the initial conversation with the ticket requester shared too? Is there a way to not? 

Afficher le commentaire · Publication le 30 mai 2023 · ADMIN

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ADMIN a ajouté un commentaire,

CommentaireTicket management

Is there a way to share tickets between accounts but not share customer interaction between accounts? 

Afficher le commentaire · Publication le 11 mai 2023 · ADMIN

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ADMIN a créé une publication,

Publication Feedback - Admin Center

Please add a way to clearly show which team are taking up agent seats/silences - this is sorely needed. 

Publication le 13 avr. 2022 · ADMIN

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ADMIN a ajouté un commentaire,

CommentaireTeam members and groups

Hi DJ, 

Would there be a way to create a more restricted role without taking up agent seats? To clarify, I am not looking to add permissions, rather, to take them away further... 

 

 

Afficher le commentaire · Publication le 21 mars 2022 · ADMIN

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ADMIN a ajouté un commentaire,

CommentaireTeam members and groups

Hi DJ - 

Is there a way to create an even more restricted role and for it to not take up agent seats? 

I wish to further the limit light agent role, or create a more limited role that doesn't take up agent seats, as light agent is not suitable for our multibrand set up from a data privacy perspective. 

Afficher le commentaire · Publication le 21 mars 2022 · ADMIN

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ADMIN a ajouté un commentaire,

CommentaireTeam members and groups

I would like to turn off some features for Light Agents - currently my options are greyed out. 

The most pressing are the lights agents ability to view customer lists - as this is a data privacy risk in multibrand set ups. 

I understand greying out these settings to not add to light agent abilities - but I need to subtract from light agent abilities. Can I have some support on how to do this? 

Afficher le commentaire · Publication le 17 mars 2022 · ADMIN

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ADMIN a ajouté un commentaire,

CommentaireEnd users and organizations

Hello, 

I have the same requirements too but am on the support enterprise suite plan. I can't edit those settings for light agent users as mentioned above - they are greyed out and un-clickable. Any tips? 

Afficher le commentaire · Publication le 07 févr. 2022 · ADMIN

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