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Jay Nelson

가입한 날짜: 2021년 5월 13일

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마지막 활동: 2022년 8월 03일

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댓글Ticket management

Any reply to April's comment on March 17th? 

The Triggers and Macros allow for functions to add Followers easily, but now if a user has followed to many items or wants to unfollow tickets, they have the pain to open each and every ticket to perform this action.  This is extremely time consuming.

When will at least Followers functions be added to the bulk edit functionality?

댓글 보기 · 2022년 7월 29일에 편집됨 · Jay Nelson

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커뮤니티 댓글 Developer - Zendesk APIs

But for a user to generate an OAuth token that matches their user and scope, we would need to enable password API auth.  This would allow all users to generate a token during this time period.

Would your recommendation be as an Admin to leverage an API token and generate a user a personal OAuth token and scope then provide it to them?

The concern still comes back to ensuring that ticket visibility does not reach past that specific users Groups.  Where as I have seen if I am generating this, will it carry my visibility or theirs.

댓글 보기 · 2022년 3월 09일에 게시됨 · Jay Nelson

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게시물 Developer - Zendesk APIs

Currently today Zendesk API Tokens do not offer enough security to allow non-admin teams to have access to tokens.  As Zendesk does not validate a specific user to a token, or what a token has permission to do, all tokens are Admin level.

This is caused by a user only needing to know an admin email address and the token.  If they replace their email with the admin email, they are now an Admin instead of the role that was designated to their user.

2022년 3월 08일에 게시됨 · Jay Nelson

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게시물 Feedback - Ticketing system (Support)

Currently triggers can source Requester Custom Fields as part of their conditions.  It would be great to source Current User Custom Fields as part of the available rules. 

Example: A user to fully disable their email based notifications if they selected Email Type to None.

2022년 3월 08일에 게시됨 · Jay Nelson

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게시물 Feedback - Ticketing system (Support)

We often find the need for different trigger handling based on users groups.  This means that the 'Current user is (agent)' is to broad of a condition.

Example - Having an action on if the current user is part of support vs if the current user is part of the sales team.

It would be nice if there was an available condition for if the current user belongs to a group.

 

2022년 3월 08일에 게시됨 · Jay Nelson

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댓글Setting up Zendesk Guide

@Simon you need to add the /hc/en-us/ to ensure you are navigating to the help center.

댓글 보기 · 2021년 12월 22일에 게시됨 · Jay Nelson

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커뮤니티 댓글 Feedback - Ticketing system (Support)

It would also be useful if Zendesk offered a Chrome extension that would allow for ticket links opened outside of the existing Zendesk UI to join into the same Zendesk browser tab.

The idea that Zendesk has a single tab for tickets is quite misleading when tickets are more frequently opened from outside of the UI.

댓글 보기 · 2021년 9월 01일에 게시됨 · Jay Nelson

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댓글Setting up Zendesk Guide

Will there ever be support for pathing on the host mapping?  This would allow for usage of multiple tools during transitions and make the platform more versatile.
 
https://subdomain.domain.com/>

댓글 보기 · 2021년 4월 08일에 게시됨 · Jay Nelson

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