Heather Rommel

1. Communauté
2. Feedback on Support
3. Yellow SLA Badge

Agree! Upvoted.

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• Heather Rommel
• Création 3 août 2021 13:48
• 0 vote

1. Communauté
2. Support Q&A
3. Ticket automatic response

Hi Carlo Stefanelli, Great question! Basically you'll want to set up a schedule (or more than one schedule) and make sure to add Holidays to that schedule. Make sure to set your schedule to all tic...

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• Heather Rommel
• Création 2 août 2021 16:38
• 0 vote

1. Support
2. ...
3. Users, groups, and organizations
4. Adding custom fields to organizations

Hi Gary, I'm not sure if this is what you're looking for, but if you know what field you want to search on you can do so. For example, we have a field on Organizations for Subscription Type and usi...

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• Heather Rommel
• Création 2 août 2021 16:31
• 0 vote

1. Communauté
2. Support Q&A
3. End user portal

Hi! Just to get you started on logging in, this is where you go when you're on the Zendesk Support portal as an Agent and want to get to Guide:   Then you'll be on the Article section of your Help...

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• Heather Rommel
• Création 30 juillet 2021 20:08
• 1 vote

1. Communauté
2. Support Q&A
3. I'm working as a Zendesk Admin for our client Tide, they need to setup Zendesk India instance. Can you please list out the following possibilities

I'm pretty sure they already have an instance that you can leverage. What's the ask?

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• Heather Rommel
• Création 30 juillet 2021 20:01
• 0 vote

1. Communauté
2. Support Q&A
3. On Enterprise, does a custom Role ALWAYS use an Agent license?

Yes that's correct and I would love to see the ability to set up additional Light Agent roles because not all Light Agents are the same!

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• Heather Rommel
• Création 30 juillet 2021 19:58
• 0 vote

1. Communauté
2. Support Q&A
3. Using Zendesk to inform users of releases?

Hi Joseph Krikorian, Yes Amie's right. And basically all you need is a new Category and/or Section for Release Notes on your Help Center and have someone (or several someones!) create the release n...

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• Heather Rommel
• Création 30 juillet 2021 19:57
• 0 vote

1. Communauté
2. Support Q&A
3. Customer are not getting our replies

Hi Aiza, I agree with Cheeny's post. Also if you have Enterprise, you can monitor all emails your Zendesk account is sending out: https://support.zendesk.com/hc/en-us/articles/203663156-Archiving-e...

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• Heather Rommel
• Création 30 juillet 2021 19:54
• 0 vote

1. Communauté
2. Support Q&A
3. Viewing and Editing Subscriber Information from within Zendesk Support

Hi Aabid Siddique I have seen several Zendesk accounts use Salesforce for their CRM of record. There is an integration that exists for Salesforce <-> Zendesk for tickets and user info. I'm not sure...

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• Heather Rommel
• Création 30 juillet 2021 19:52
• 0 vote

1. Communauté
2. Support Q&A
3. Unassigned tickets says "NaN"

I'm super interested in whether this was a bug or not? I've never seen that! Are you still getting it?

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• Heather Rommel
• Création 30 juillet 2021 19:51
• 0 vote