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Daniël Nieuwendijk
가입한 날짜: 2021년 4월 15일
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마지막 활동: 2025년 1월 23일
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님의 최근 활동 Daniël Nieuwendijk
Daniël Nieuwendijk님이 에 댓글을 입력함
What happens if ticket X from user A is merged into ticket Y from user B, and then ticket Y itself is closed without a follow-up ticket, after which user A responds to an outgoing email from ticket X? When a new ticket is created, will its requester be user A, or user B?
댓글 보기 · 2025년 1월 07일에 게시됨 · Daniël Nieuwendijk
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So, what we've been doing is to have Groups that are aligned with Brands, with Triggers assigning tickets in Brand A to Group A, tickets in Brand B to Group B, and so on. Team members have roles that only allow them access to ticket in their own groups.
If I understood the announcement correctly, using Department Spaces i.e. Brand membership would have pretty much the same result as what I've described, wouldn't it?
댓글 보기 · 2024년 10월 29일에 게시됨 · Daniël Nieuwendijk
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Agreed! Just a few days ago, we were having trouble finding out why all our licenses were used, although the number of users filtered by roles that SHOULD have a license suggested there should be one available license still. It turned out that one user that was turned into a Light Agent had had all but the Chat tickbox unticked, making them still take up a license. This was unintended and made us lose time trying to figure out what was wrong.
So yes, please create a "has license" filter.
댓글 보기 · 2024년 2월 14일에 게시됨 · Daniël Nieuwendijk
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👆This feature would be a great improvement to Triggers. I run into this limitation regularly, when I just want to fire a trigger when a certain custom field is changed. Please add the tests that are already available for system fields also to custom fields:
댓글 보기 · 2024년 2월 13일에 게시됨 · Daniël Nieuwendijk
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I feel your pain. We too have many (too many) ticket fields! However, I've found that, actually, you CAN "type to search" . Only thing is, after you've clicked the dropdown, you must prefix the ticket field name you are typing with "ticket: " (which is how they are listed in the dropdown) and you have to type relatively fast.
That said, I support your suggestion to use out the improved UI also in Automations.
댓글 보기 · 2023년 5월 09일에 편집됨 · Daniël Nieuwendijk
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Daniël Nieuwendijk님이 에 게시물을 만듦
I would like to be able to use incoming emails' headers, such as To (and I suppose From and CC as well) as trigger conditions.
Use case:
I want tickets received via aliases to be assigned to the brand which is associated with the mailbox. We have, let's say, support@domain.com and service@domain.com, belonging to the same mailbox. The "support" alias is the primary one and is how the mailbox shows up in Channels, associated with Brand XY. Currently, tickets via the secondary alias "service" will be assigned to the default brand instead of to XY. Zendesk only offers a non-supported way with major caveats to deal with aliases to resolve this. issue.
Alternatively, Zendesk could make the entire headers available as a condition and offer a RegEx operator.
2023년 3월 22일에 게시됨 · Daniël Nieuwendijk
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Daniël Nieuwendijk님이 에 게시물을 만듦
As outlined in your post Why don't timestamps in the agent interface always match the UTC timestamp?, timestamps that were set outside DST / Summer Time are shown differently after the current timezone has shifted into DST/Summer Time.
Example: a ticket comment was added at 10:00 in December, during CET*, outside of Summer Time. At the moment of writing this forum post, we are in CEST**. When I view the ticket comment in Zendesk Support UI, it shows a timestamp of 11:00. I would expect to be shown 10:00.
* Central European Time, which is UTC+1 and extends (roughly) between end of October and start of April.
** Central European Summer Time, which is UTC+2
2022년 7월 26일에 게시됨 · Daniël Nieuwendijk
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Hi Neil,
Thanks for engaging! I'd like to be able to go from this:
to something along the lines of this:
I find that the column of whitespace on the left is unnecessary. As becomes clear from the second picture, removing the whitespace makes it possible to fit quite a bit more text on the screen.
댓글 보기 · 2022년 2월 15일에 게시됨 · Daniël Nieuwendijk
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