Jake Warren

1. Communauté
2. Zendesk Suite Q&A

Within Zendesk Guide, our end users can mark a ticket as solved themselves vs only the Support agent. This bypasses required fields so I was hoping to create a trigger that notifies the assignee wh...

• Jake Warren
• Création 2 juin 2023 15:31
• 2 abonnés
• 4 commentaires
• 0 vote

1. Communauté
2. Zendesk Suite Q&A

This is such a small, but annoying, thing that I noticed about date fields. We have a series of date fields that we map and sync from Salesforce to Zendesk Organization fields. They outline go-live...

• Jake Warren
• Création 24 mai 2023 16:41
• 2 abonnés
• 1 commentaire
• 0 vote

1. Communauté
2. Zendesk Suite Q&A

Often times CSMs will be cc'd on client tickets and may need to add some internal comments. Is there a way to set up a view to show tickets where the current user is CC'd?  I'm having issues findin...

• Jake Warren
• Création 9 mars 2023 21:20
• 3 abonnés
• 3 commentaires
• 0 vote

1. Communauté
2. Zendesk Suite Q&A

Is there a way to report or find all users who have "Can view tickets from user's org"? Just a simple list of all users with this access today and their organization is what I'm after. 

• Jake Warren
• Création 17 février 2023 22:54
• 4 abonnés
• 5 commentaires
• 1 vote

1. Communauté
2. Zendesk Suite Q&A

Daily, our agents and light agents run into issues being able to open attachments and images from tickets. I'm working with Zendesk Support for the last 5 months but figure I'd take it to the commu...

• Jake Warren
• Création 7 février 2023 03:46
• 2 abonnés
• 0 commentaire
• 0 vote

1. Communauté
2. Feedback - Ticketing System (Support)

Feature Request Summary:  With triggers, automations, views, etc. you can only use "meets all" and "meets any" logic when it comes to conditions. It would be great to allow for custom combinations...

• Jake Warren
• Création 26 janvier 2023 14:52
• 3 abonnés
• 1 commentaire
• 2 votes

1. Communauté
2. Zendesk Suite Q&A

Is there no way to easily create a report that shows me, by day, the count of good surveys we've received? All I'm needing is a simple report that shows me a date (when we received the survey) and ...

• Jake Warren
• Création 25 janvier 2023 19:58
• 2 abonnés
• 1 commentaire
• 1 vote

1. Communauté
2. Zendesk Suite Q&A

I've tried to read through this article, but don't think it's quite what we need: https://support.zendesk.com/hc/en-us/community/posts/4409515203482-Using-SLAs-with-different-timezones-contracts-an...

• Jake Warren
• Création 25 janvier 2023 17:54
• 2 abonnés
• 2 commentaires
• 1 vote

1. Communauté
2. Zendesk Suite Q&A

I have a single SLA Policy today that outlines targets for First Reply Time and Requester Wait Time. I've determined that I need different conditions specified for each, so I want to split them out...

• Jake Warren
• Création 23 janvier 2023 21:11
• 2 abonnés
• 2 commentaires
• 1 vote

1. Communauté
2. Zendesk Suite Q&A

So today we have these settings in place (within Objects and Rules > Tickets > Settings): What I dislike about this, is that this same template appears to be used for both notifying CC on 1) Ticke...

• Jake Warren
• Création 23 janvier 2023 16:29
• 2 abonnés
• 3 commentaires
• 1 vote