Heather Rommel
Zendesk manager specializing in custom triggers, automations, macros, Guide, KPI reports and best practices. www.zenmasteradmin.com. @zenmasteradmin
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Activité totale3411
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Dernière activité
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Abonné à3 utilisateurs
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Abonnés20 utilisateurs
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Votes1877
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Abonnements895
Aperçu des activités
Dernière activité effectuée par Heather Rommel-
Heather Rommel a ajouté un commentaire,
Hi Felicia Reid, Yes! Just add the placeholder into your Solved ticket trigger. I recommend turning off the automation if you do that so the customer doesn't get asked twice...unless you want it t...
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Heather Rommel a ajouté un commentaire,
Hi Peder, Yes it is! Or you can exclude them by adding a tag and then excluding that tag from the automation.
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Heather Rommel a ajouté un commentaire,
Hi Vovwe Muoghereh, What's happening here is you're looking at a snapshot in time (9/17-12/15). You have 827 solved tickets in that timeframe and 7 that are unsolved. This wouldn't be expected to m...
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Heather Rommel a ajouté un commentaire,
As a full time Zendesk Administrator, I need to make sure my changes are working as expected. One of the best ways to test is to look at my changes from the end users' perspectives. This way I can ...
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Heather Rommel a ajouté un commentaire,
Hi Vanessa, We ran into the same thing! I don't have the magic answer on how to make Zendesk separate each call from a withheld number. But from an Agent cleanup perspective, what we've done is ren...
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Heather Rommel a ajouté un commentaire,
Hi RH, I'd suggest you do a nice full training for your Agents :D Also you might want to consider NOT allowing Agent forwafding -- Basically Zendesk can either set the Requester on a forwarded emai...
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Heather Rommel a ajouté un commentaire,
Hi Maruthi Kavi, It doesn't seem like Zendesk allows restriction of elements of a ticket. However, you can restrict Agents' access to certain tickets based on what group they are in. More on how to...
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Heather Rommel a ajouté un commentaire,
Hi Austin Tarver, That's no good! Must be frustrating... Are you able to find anything in the email(s) that look funny? I'd check maybe the headers and text content. See if something is wonky (wonk...
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Heather Rommel a ajouté un commentaire,
Hi Sreeni, I hope you can hang in there with me - I have something similar in place that might be a good starting point for you.... We had a need to automatically CC a specific email for each Orga...
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Heather Rommel a ajouté un commentaire,
I'd have to agree with Andrew. I suggest a dropdown field for What country are you from" which will automatically add a tag that you can configure as you add the dropdown!