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Alastair Borillo

Adhésion le 07 août 2024

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Dernière activité le 28 oct. 2024

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Dernière activité effectuée par Alastair Borillo

Alastair Borillo a créé une publication,

Publication Feedback - Ticketing system (Support)

Hello,

 

Every once in a while, when an agent is creating a new requestor, they misspell the email and create a “bad” end user profile. The next time they create a ticket using the correct email results in two end users with very similar emails. This causes confusion for the other agents and sometimes they select the incorrect user.

 

To fix we just merge the bad user into the good, but would like a way to somehow catch the bad profile before a ticket is created.

 

 

Publication le 02 oct. 2024 · Alastair Borillo

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Alastair Borillo a créé une publication,

Publication Feedback - Ticketing system (Support)

Hello,

 

Almost all of our agents have requested this feature and are curious why this is not an option.

It would save a lot of time between saving attachments and reattaching when forwarding mail to another user outside of Zendesk.

 

A new feature similar to when you forward an email out of outlook how it keeps all attachments would be nice.

Publication le 09 août 2024 · Alastair Borillo

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Alastair Borillo a ajouté un commentaire,

CommentaireTicket basics

Good morning,

 

Is there a way to create an option to keep attachments when replying to a ticket comment? (sort of like forwarding in outlook)

Often our users need to “forward” the original ticket email to another user and would like to keep the attachments without having to download and re-attach. 

Afficher le commentaire · Publication le 07 août 2024 · Alastair Borillo

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