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rajesh

参加日2021年10月22日

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前回のアクティビティ2024年7月17日

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rajeshさんがコメントを作成しました:

コミュニティのコメント Feedback - Ticketing system (Support)

I too support Jamie Noell 's comment
This is the primary reason, especially in the EU, why we would NOT recommend  ZenDesk.

One of my clients lost a large number of customers for this reason.  

コメントを表示 · 編集日時:2024年7月17日 · rajesh

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rajeshさんがコメントを作成しました:

コミュニティのコメント Feedback - Ticketing system (Support)

Probably after 10 years have passed?  What bothers me is the absolutely cavalier approach to a legal problem clients are facing.  Sending private information to others is breaking the law.  


ZenDesk is a US company and simply does not care about GDPR issues.  

コメントを表示 · 投稿日時:2023年4月07日 · rajesh

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rajeshさんがコメントを作成しました:

コメントAccounts and billing

Hi,

I am helping a client migrate an old support URL which is being redirected to ZenDesk via easyredir [dot] com. Here is the scenario:

Current: 

support [dot] myclient [dot] com is CNAME'd to myclienthelp [dot] ssl [dot] zendesk [dot] com

Legacy help [dot] myclient [dot] com goes to easyredir [dot] com which redirects to myclienthelp [dot] ssl [dot] zendesk [dot] com

Any chance we can remove easyredir [dot] com by using the alternate subdomain name?

コメントを表示 · 投稿日時:2022年5月24日 · rajesh

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rajeshさんがコメントを作成しました:

コミュニティのコメント Feedback - Ticketing system (Support)

Is there a way to restrict/prevent a merge, for example when the email ID's are different?  The merge UI seems to lend itself to errors and CX personnel, no matter how good, are human.  

There are GDPR privacy issues, security issues, and plain customer sanity issues that we are worried about.  

コメントを表示 · 編集日時:2021年11月10日 · rajesh

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rajeshさんがコメントを作成しました:

コミュニティのコメント Q&A - Users, groups, and organizations

Thank you.  I studied your documentation to find a way to quarantine tickets in a way that allowed analysis by our team at leisure but could not find anything that has been released; I believe you are working on some thing like what I really wanted.

I think your proposal may work.  I'll advise my client and report back.  Thank you for support.

コメントを表示 · 投稿日時:2021年9月23日 · rajesh

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rajeshさんが投稿を作成しました:

投稿 Q&A - Users, groups, and organizations

Background: My client has many levels of CX personnel, some new and some very experienced. We are a security company.

Problem: We noticed that, despite all the training, some CX personnel automatically click on attachments and may even type the passwords supplied in the text.  These tickets are shared and many CX people take over from each other.

Thoughts: Is it possible for a CX person to move the ticket to another group, say S (for security).  This ticket can now be opened ONLY by members of the S group.

I am looking for a workaround or some feature that will help move these tickets out of the main group.  Some of my security experts can then examine the attachments and other text and respond appropriately.  

All suggestions welcome.

 

投稿日時:2021年9月22日 · rajesh

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