Luke Tyhurst

1. Support
2. ...
3. General questions and issues about tickets
4. Can I stop a ticket from closing after 28 days?

This also completely conflicts with any external integrations Zendesk users have set up. For example, I just discovered that our DevOps integration did not update linked Zendesk tickets because the...

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• Luke Tyhurst
• Création 8 août 2022 16:57
• 2 votes

1. Objects and rules
2. ...
3. Business rules
4. Trigger conditions and actions reference

Dane I appreciate that response! With that said, can you please get a direct reason why the Add CC feature was removed? If there is no reason, we would like for it to be added back since it was alr...

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• Luke Tyhurst
• Création 5 août 2022 15:23
• 0 vote

1. Objects and rules
2. ...
3. Business rules
4. Trigger conditions and actions reference

@... To define it further, here are the main differences between those features: - A reply from a CC added to a ticket threads to the original email and allows the CC to talk with the requester/cus...

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• Luke Tyhurst
• Création 20 juillet 2022 19:35
• 1 vote

1. Objects and rules
2. ...
3. Business rules
4. Trigger conditions and actions reference

@... I work at a company that has many distributed teams that do not use the same systems. Our IT team, for example, uses Connectwise and their own built-in support system. The tech team as a whole...

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• Luke Tyhurst
• Création 20 juillet 2022 19:27
• 1 vote

1. Agent guide
2. Ticket basics
3. Understanding when email replies become public or private comments

@... I agree with Elza. Forcing this 'Add CC' process to be manual really hurts process automation, which hurts the usability of Zendesk (especially in comparison to other systems we could choose t...

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• Luke Tyhurst
• Création 14 juillet 2022 12:41
• 3 votes

1. Communauté
2. Feedback - Ticketing System (Support)
3. Add "Add Search as Trigger/Automator" Button to Search Page to Auto-create Triggers

Hey, Konstantin! Your second paragraph is the use-case I was referring to (auto set-up trigger conditions), but I could also see the 'Add Search as View' functionality being useful. With that in mi...

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• Luke Tyhurst
• Création 13 juillet 2022 17:08
• 0 vote

1. Communauté
2. Feedback - Help Center (Guide)
3. Include Community Discussion content in the bot

I agree with Ima. This functionality is absolutely needed.

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• Luke Tyhurst
• Création 13 juillet 2022 17:04
• 1 vote

1. Communauté
2. Feedback - Community Forums (Gather)
3. Multi-Level Community Forums

@... Is there any way to add this to the roadmap? This is obviously something that is important to the Zendesk community. It is disheartening that the effort over the last 8 years hasn't lead to th...

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• Luke Tyhurst
• Création 13 juillet 2022 17:01
• 1 vote

1. Communauté
2. Feedback - Ticketing System (Support)
3. Add Side Conversation 'Insert Ticket Comments' Tool to Normal Tickets

Dion Isn't this post already in the General Product Feedback section? That link takes me to this same section.

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• Luke Tyhurst
• Création 13 juillet 2022 16:57
• 0 vote

1. Objects and rules
2. ...
3. Business rules
4. Trigger conditions and actions reference

Dane I'm honestly a little confused by that choice. Add CC and Add Follower have fundamentally different functions, so they should not replace each other. Add CC is very much still needed for a lot...

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• Luke Tyhurst
• Création 13 juillet 2022 16:37
• 1 vote