Susan Maher

1. Communauté
2. Feedback on Support
3. Triggers - Action: Add Internal Note as a trigger action

Last night I was able to implement the suggestions in this article (and others) and I am able to add either a public or a private comment using the trigger.   My case was on where during a process ...

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• Susan Maher
• Création 30 avril 2020 14:55
• 0 vote

1. Support
2. ...
3. Reporting
4. Defining and using SLA policies (Professional and Enterprise)

Since the order of the SLA policies matter to ensure they get applied to the correct ticket how can we reorder the Policies without deleting them and redefining.  I am in the process of improving o...

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• Susan Maher
• Création 3 avril 2020 18:58
• 0 vote

1. Communauté
2. Feedback on Explore
3. Feature Request: Query Folders

Explore is lacking the option for the user to organize their reporting environment.  The more we work with it, the more difficult is to navigate through the mess.  I have now instituted naming conv...

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• Susan Maher
• Création 26 février 2020 14:21
• 2 votes

1. Communauté
2. Zendesk Sunshine EAP - Sunshine guide events app
3. EAP: Sunshine Guide Events App

We are trying to grow our customer usage of our online Guide so at this time most of our tickets are opened via email or phone.  It is difficult for me to find a ticket that has events in the Sunsh...

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• Susan Maher
• Création 18 février 2020 16:36
• 1 vote

1. Communauté
2. Support Q&A
3. Creating a View for Tickets - Last Updated by Requester and/or CC

We also had a need to know who updated the ticket last and we had trouble identifying it easily because we have some automated processes that updated the ticket as well.  This is a little long.  I ...

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• Susan Maher
• Création 22 janvier 2020 18:01
• 0 vote

1. Communauté
2. Feedback on Explore
3. Feature Request: Add calculated attributes to Drill-Through

Totally concur. 

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• Susan Maher
• Création 17 janvier 2020 11:27
• 0 vote

1. Communauté
2. Feedback on Support
3. Restrict tickets visibility to group (regardless if you're a ZD agent or not)

I can see reasons why an agent can read internal notes for tickets that are not in their group.  It will depend on how an organization works.  However, I agree that we should have this as an option...

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• Susan Maher
• Modifié 3 janvier 2020 15:30
• 0 vote

1. Communauté
2. Feedback on Support
3. Audit Logs

Recently we noticed that some users that were suspended have become unsuspended however we do not have any entries in the log.  This is very serious as these users need to remain suspended.  We hav...

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• Susan Maher
• Création 3 janvier 2020 15:25
• 0 vote

1. Support
2. ...
3. Tickets
4. Can I restrict a ticket form so that it can only be used by agents in a specific group?

This solution has a problem.  If I want to restrict a form so only managers can update the form, this trigger will not prevent anyone from updating the form before the notification goes out.  This ...

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• Susan Maher
• Création 18 décembre 2019 15:37
• 0 vote

1. Communauté
2. Feedback on Support
3. Allow agents to change a comment to public (for the Update to Comments by Third Parties / Third party change)

It will soon be 2020 any updates?  The only solution we have at this time is to copy and paste and we lose the customer's name in the entry. 

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• Susan Maher
• Création 18 décembre 2019 14:55
• 1 vote