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Richard Pixel

Data ingresso 17 gen 2022

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Ultima attività 23 mag 2024

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Richard Pixel ha commentato,

CommentoTicket customization

Hello Colleen, this update is great, it addresses an old request of mine, so totally happy. 
1 point though, what happened with this update, that all views have now a forced category - Ticket status which I´m unable to remove - and also the status is in a horrific bright red color - can you please make this visibility of this column optional? 
https://screenshots.pixelfederation.com/ShareX/2024/05/j2LhsoVqA0.png

Visualizza commento · Data ultimo post: 23 mag 2024 · Richard Pixel

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Post Feedback - Ticketing system (Support)

I would really appreciate a function similar to the "Triggers" section, where you could group the views into categories. 
Currently, we have around 50 views, and doing any administration is very time-consuming, and is really not very transparent. 
Thank you

Data ultimo post: 09 mag 2022 · Richard Pixel

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Richard Pixel ha commentato,

CommentoUsers, groups, and organizations

Hello, is the auto-detected language of the end-user stored in a ticket field I would be able to refer to in my automation / triggers? 
I have only found the option to create my own language detection triggers via some language unique keywords. Thanks for any help. 
Kind Regards, R.

Visualizza commento · Data ultimo post: 09 mag 2022 · Richard Pixel

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Post Feedback - Ticketing system (Support)

Hey all, 
I would like to have an option to add an attachment to the "email user" trigger action so that I wouldn´t use a URL for people to download a form I would like to offer then in the first instance they contact us. 

The main reason for not wanting to use links is the fact, that they are contacting us about the GDPR erasure of data, and the usual behaviour pattern connected with such a request is a refusal of clicking on any links and downloading data. 
This would help. 

Thanks

Data ultimo post: 13 apr 2022 · Richard Pixel

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Richard Pixel ha commentato,

Commento nella community Feedback - Ticketing system (Support)

Visualizza commento · Data ultimo post: 05 apr 2022 · Richard Pixel

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Richard Pixel ha commentato,

CommentoTriggers and automations

It is very disappointing to see, that this functionality not only hasn´t been natively within Zendesk, but to see how many people are requesting it, and no change is being made. 

Visualizza commento · Data ultimo post: 05 apr 2022 · Richard Pixel

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Richard Pixel ha commentato,

Commento nella community Feedback - Ticketing system (Support)

Hello I´m joining this thread as we are having the same issue (as described in the original topic). 
I believe you would be able to add a checkbox with few items to each SLA setting. 
They could include items as "Pause when on-hold" , "Pause when pending" , "Pause when reply is received from end-user" etc. 
Everyone could then setup what they need. 
Zendesk is a tool for professionals, and should have much more editing options for us admins. 
Thank you for hearing me out. 

Visualizza commento · Data ultimo post: 31 mar 2022 · Richard Pixel

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Richard Pixel ha commentato,

Commento nella community Feedback - Ticketing system (Support)

I was looking for the same exact thing. Freshdesk has this integrated. Would love to see such an option in the admin section.

Visualizza commento · Data ultimo post: 21 feb 2022 · Richard Pixel

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Richard Pixel ha commentato,

Commento nella community Q&A - Objects, workspaces, and rules

Hello Chandra, 
thank you for this. I will be able to use at least some of the old automation I had setup thanks to this. 

Sadly however, this doesn´t fix the issue globally, as we have several games, and a player might have a different value (level, reven., etc.) for each of the games, and this would have to be worked into several iterations of the field random.project.name_Level, which would take a lot of work and would be unproductive since the fields would take up space, and also they would be in a different view as the the default ticket fields.

I hope you will add this feature to your existing ticket fields, I doesn´t make much sense having them in one field category, and not the other.

Nonetheless, thank you. You have provided me with more information, than your support.
Have a nice day!

Visualizza commento · Data ultimo post: 24 gen 2022 · Richard Pixel

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Richard Pixel ha commentato,

CommentoTicket customization

We have the same issue as Lester, but we have revenue fields populated, and calculate the priority via these fields in our current helpdesk, this was a pretty big blow when setting up Zendesk :(

Visualizza commento · Data ultimo post: 24 gen 2022 · Richard Pixel

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