Lester
King of the known universe and beyond
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Activité récente par Lester Trier par activité récente-
@James Yes, we used the Zendesk API. First off we created a cron job to sync the bugs from our Engineering system and create the articles in Zendesk. We stored the Zendesk article reference in t...
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We had a similar issue. Some bug can take a while to fix and we didn’t want to have tickets open for that long. We’d never know if they were fixed anyway and didn’t want that manual step to have to...
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Hey Eddie. I may be over complicating this, but this is what I did in the past. I have a Dynamic Content function that determines the value of the source field and the relevant value of the des...
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@Nicole Apologies, I'm not sure what you mean with the System of Record. Excluding the ticketing sharing example I gave. Some customers contact us from a central support team. eg. we get tickets ...
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Adding my 2 cents. We don't want to delete tickets because we use ticket sharing. Deleting the ticket means an employee can delete all their ticket data and seriously cause their (former) employe...
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+1 for this too. We have users who cc their own Support team who use Zendesk. Chaos ensues as the various ticket systems send acknowledgements
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Hi Oscar Sure. 80% of our customers are locked down behind firewalls where they have no internet access, beyond email, for security reasons. It’s very typical for our customer segments. What we f...
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+1 This is a much needed feature. I hope in 2019, customers can finally reply to forum threads from their inbox.
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Just testing but I'm not sure I understand the purpose. The workspace functionality would only be useful if it didn't display the apps at all. Having them appear minimised serves no purpose. For me...
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Are there any plans to exclude light agents from the list? All employees here are light agents so we have a few hundred in the list which makes using the app impossible. I'm really keen to have a...