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Tony Williamson

Data ingresso 15 apr 2021

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Ultima attività 16 apr 2024

#LivingHiFi with HEART+SOUL You Can Hear

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Ultima attività di Tony Williamson

Tony Williamson ha commentato,

CommentoGetting started with Zendesk AI

I am tending to agree with TradeX Admin & Rusty Wilson here. Our organisation purchased Enterprise Licenses with Zendesk understanding we were purchasing 'The Delux' model. As a long time (>10 year) customer of Zendesk, it has been disappointing to find out tiers are created above and additional add-ons are now significant additional fees which were understood to be part of our plan. this is not the first time and is becoming a trend.

Visualizza commento · Data ultimo post: 18 gen 2024 · Tony Williamson

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Tony Williamson ha commentato,

CommentoSetting up and managing community

Hi Julio

With over 7 years of history - that is a very long, laborious, manual process with no easy way to identify which threads to adjust if like most people using Zendesk have limited or no knowledge or resources to have a developer perform an API call to grab the info required.

Visualizza commento · Data ultimo post: 10 apr 2023 · Tony Williamson

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Tony Williamson ha commentato,

CommentoSetting up and managing community

We have over 7 years of topics and posts in our Community. How can we archive topics which have not been contributed for over 2 years without manually reviewing every post? I cannot see any way to do this to prevent 'dead' posts re-opening...

 

Visualizza commento · Data ultimo post: 27 mar 2023 · Tony Williamson

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Tony Williamson ha commentato,

Commento nella community Feedback - Ticketing system (Support)

This is required here too - please do so... not interested in another monthly fee for a third-party product when the existing free Google Play Integration works well. Our ratings in Google Play turned around quite quickly - need this for iOS App store too.

 

Visualizza commento · Data ultimo post: 17 ott 2022 · Tony Williamson

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Tony Williamson ha commentato,

CommentoSuite basics

Customer Lists according to your documentation are available in legacy editions but no longer in Enterprise. As a long-term Zendesk customer, it is unfortunate that I now have to 'Contact our Sales Team' for a feature that used to be readily available that I did not yet have a need for until now since upgrading to a higher-tier platform. 

Visualizza commento · Data ultimo post: 23 ago 2022 · Tony Williamson

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Tony Williamson ha commentato,

CommentoBusiness rules

20 - wow 

I thought our 5 or 6 were a handful... happy to pay it forward

Visualizza commento · Data ultimo post: 27 apr 2022 · Tony Williamson

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Tony Williamson ha commentato,

CommentoBusiness rules

Hi Ola 

This is what we did in our Macros

{% if {{ticket.brand.name}}​ == 'Brand X' %}
{% assign kb = 'http://brandx.support.com' %}
{% elsif {{ticket.brand.name}}​ == 'Brand Y' %}
{% assign kb = 'http://brandy.support.com' %}
{% elsif {{ticket.brand.name}}​ == 'Brand Z' %}
{% assign kb = 'http://brandz.support.com' %}
{% else %}
{% assign kb = 'http://brand123.support.com' %}
{% endif %}

Hi

For further details - visit {{kb}} for 100s of FAQs already answered...

Thanks

Try it out

Visualizza commento · Data ultimo post: 27 apr 2022 · Tony Williamson

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Tony Williamson ha commentato,

Commento nella community Feedback - Ticketing system (Support)

This is unfortunate and a real problem that has plagued me for years - I do not want Level 1 agents circumventing views by using the Dashboard. This really is a problem and should be looked at

Visualizza commento · Data ultimo post: 26 dic 2020 · Tony Williamson

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Tony Williamson ha commentato,

Commento nella community Feedback - Ticketing system (Support)

I'm with Joel regarding notifying the requester is a deal breaker...

There are a number suggestions to not just this problem but others where the response is 'just hack the JSON' which I understand, but many organisations, such as myself, don't have a resource to do so. This is why we are asking Zendesk to provide the solution...

 

Visualizza commento · Data ultimo post: 09 gen 2019 · Tony Williamson

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Tony Williamson ha commentato,

Commento nella community Feedback - Ticketing system (Support)

Simply adding "on-hold" to be included in the pausible updates would be a solution, or something more involved where there is an actual option in a ticket to deliberately pause an SLA.

This is really key - Pending means it's in the consumers court but on-hold means it is with us. In our case if the product we are supporting is a hardware issue, we have to send information to our various distributors to issue the warranty. So even though it is in our organisations court, the support team shouldn't be 'penalised' for violating the SLA as they are simply waiting for paperwork from others outside the Zendesk eco system.

 

 

Visualizza commento · Data ultimo post: 23 mar 2018 · Tony Williamson

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