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Viktor

가입한 날짜: 2021년 10월 27일

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마지막 활동: 2024년 4월 22일

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님의 최근 활동 Viktor

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커뮤니티 댓글 Feedback - Ticketing system (Support)

Hi, 

This is something that would increase the handling times with the possibility to add external requesters. Same as you can already to in Side conversation E-mail.

 

It's often you have requesters (end users) with similar mailadresses and names which takes even more time to search for them and start a new ticket. 

댓글 보기 · 2024년 1월 09일에 게시됨 · Viktor

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댓글Ticket customization

Agree with all above. This is a great feature but not possible to use if it's implemented on all groups / Agents in Zendesk.

We need to be able to set specific Custom statuses for specific groups.

댓글 보기 · 2023년 5월 04일에 편집됨 · Viktor

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커뮤니티 댓글 Feedback - Ticketing system (Support)

Hi

Just came across this thread and there is still a way to assume another agent as admin. 

 

Go to Groups search up one of the groups you know the agent is in, open that group in a new window (holding down ctrl + click on it, or right click open in new window). This will open the old group page and if you hold the mouse on the agent you want to assume you see the assume button. 

댓글 보기 · 2023년 1월 09일에 게시됨 · Viktor

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커뮤니티 댓글 Feedback - Ticketing system (Support)

Hi! 

I saw this and thought about a test I have been doing with encoding.ID. 

You could if you have added [{{ticket.encoded_id}}] to the Subject add the same encoded_id to your E-mail from outside of Zendesk. However that message will be presented as internal note sometimes when the sender is not a part of the conversation. 

Don't forget to add [ ] around {{ticket.encoded_id}} in subject. 

Then you can try to send an e-mail into that ticket as long as you add the same ID in subject. 

 

So I managed to send into an existing ticket with {{ticket.encoded_id}} then adding #assignee and #solved for example. 

댓글 보기 · 2022년 11월 17일에 게시됨 · Viktor

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커뮤니티 댓글 Feedback - Ticketing system (Support)

I heard this is being worked on and is planned to be released Q4 or Q1 2023. We realy need this! 

댓글 보기 · 2022년 9월 05일에 게시됨 · Viktor

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