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Sovellin Oy Ltd (EMEA RESELLER) (PRM)

Zendesk solution consultant working for Sovellin Ltd, reseller of Zendesk in Finland. I have deployd over 60 Zendesks with different customers from various business areas. Due my technical background, from time to time I take care of customizations or more advanced configurations (Reporting, Widgets, Guide, APPs) as well.

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    Sovellin Oy Ltd (EMEA RESELLER) (PRM)さんがコメントを作成しました:

    Article: When working with data that is alphabetical, Ascending will rank A>Z and Descending will rank Z>A.  This is the case when grouping/sorting by data such as Requester, Assignee, Brand, Organ...

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    Sovellin Oy Ltd (EMEA RESELLER) (PRM)さんがコメントを作成しました:

    Questions about configuration and how callbacks work - based on testing: callback is only offered when there are free positions in queue AND atleast one agent is with "away" status (online is not r...

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    Sovellin Oy Ltd (EMEA RESELLER) (PRM)さんがコメントを作成しました:

    Sounds like a reasonable requirement that Zendesk UI would notify the agent if requester does not have an email address in the profile. These kind of requester profiles are created from contacts fr...

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    Sovellin Oy Ltd (EMEA RESELLER) (PRM)さんがコメントを作成しました:

    Any update on this? These notifications as well as out of office replies can be seen as essential infomation for customer services teams. Any plans in the near future on Zendesk side for this?

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    Sovellin Oy Ltd (EMEA RESELLER) (PRM)さんがコメントを作成しました:

    User segments are not discussed in this article, and does someone know or even has experience about this: if customer user is authenticated with SSO, does widget then automatically limit/allow the ...

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    Sovellin Oy Ltd (EMEA RESELLER) (PRM)さんがコメントを作成しました:

    "That is intended if somewhat hindering. It would be nice to have an option to include some parts of the ticket." Isn't this already possible today? I mean, you can select what comments you wish to...

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    Sovellin Oy Ltd (EMEA RESELLER) (PRM)さんがコメントを作成しました:

    If anyone should like to disable the buttons for agents and managers in Guide, at least this simple code at the end of the article page template does the trick. Just tried this out of curiosity, if...

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    Sovellin Oy Ltd (EMEA RESELLER) (PRM)さんがコメントを作成しました:

    Hi Adam, Just tried this in our environment, and manual restore had no problems with it. Interesting, if you are not able to do this: Select suspend ticket (dialog/window opens) Select Restore man...

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    Sovellin Oy Ltd (EMEA RESELLER) (PRM)さんがコメントを作成しました:

    Hi Adam, I would recommend, that you would not forward those emails as your service address as the sender. I would expect that it would fairly easy to use some other address. Still, if you wish to ...

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    Sovellin Oy Ltd (EMEA RESELLER) (PRM)さんがコメントを作成しました:

    Sounds like a quite normal use case, a light agent receives an email by customer, and just forwards it to customer support - why would Zendesk want to suspend it? Would seem more logical just to cr...