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Stacy Win

가입한 날짜: 2021년 10월 22일

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마지막 활동: 2024년 12월 17일

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님의 최근 활동 Stacy Win

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커뮤니티 댓글 Feedback - Ticketing system (Support)

Is there any update on this feature? The last comment says it was being targeted for release in Q4 2023. 

This would be really beneficial. I love the advanced search feature but it the result columns are missing details that I need to see. 

댓글 보기 · 2024년 8월 30일에 게시됨 · Stacy Win

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커뮤니티 댓글 Feedback - Ticketing system (Support)

I think this is important to control outside of the Ticket Field Manager app. I would like to control who the sharedWith is displayed with. But on of our Zendesk instances is already using the app for other fields. Our instance is quite complex with over 30 groups, and over 100 ticket fields. The app works best with a simple instance setup. It gets challenging when one field should be hidden for all users and another field should be hidden from most users.

댓글 보기 · 2024년 3월 20일에 게시됨 · Stacy Win

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댓글Ticket management

Sarah Ticket sharing should not require Dev resources. You create the sharing agreement in one instance and accept the agreement in the other instance. There might be some Zendesk configuration updates required.

댓글 보기 · 2024년 3월 14일에 게시됨 · Stacy Win

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댓글Ticket management

What exactly does this mean? 

  • Sending email to another Support instance is not supported when a ticket sharing agreement is in place. Automatic email notifications from a shared Support instance are suppressed. If an agent action generates an email notification, the email is also suppressed.

 

댓글 보기 · 2023년 12월 29일에 게시됨 · Stacy Win

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댓글Ticket management

Nina B (I hope this is the right Nina) Public replies are not a condition for views. But this data can be found in the Explore Support Dashboard (Agent Updates tab). 

댓글 보기 · 2023년 9월 14일에 게시됨 · Stacy Win

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게시물 Feedback - Ticketing system (Support)

We have a Tier 1 group that escalates tickets to various groups. Which can be based on a specific ticket form, or specific ticket form conditions. There are a ton of groups available (some are old but we cannot delete them because agents will lose access to all the old, closed tickets). Tickets are accidentally assigned to the wrong group all the time. Would like to only present the specific groups the ticket should be escalated. 

We would like the ability to control the groups displayed for reassignment through contextual workspaces. Similar to how the contextual workspace displays specific macros.

If ticket conditions meet X conditions the following 3 groups are presented for group reassignment. 

2023년 7월 18일에 게시됨 · Stacy Win

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댓글Using Built by Zendesk apps

Anais

Go to the organization record and you can see the org id in the URL.

댓글 보기 · 2023년 4월 27일에 게시됨 · Stacy Win

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댓글Team members and groups

@anais you can use this free Zendesk app Assignment Control. It isn't 100% and may have a slight delay in loading, but I've used this app in the past for your specific use case

댓글 보기 · 2023년 4월 24일에 게시됨 · Stacy Win

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댓글Web Widget (Classic) documentation

Maky

You picked the right Stacy Win!

That is correct, I am not referring to the organizations as brands.

The only problem with the solution you provided is there are over 300 organizations and only a handful have users associated with multiple orgs.

Zendesk documentation states that if a user is associated with multiple orgs when they submit a ticket the form asks them to select the correct org. But I think that is only when the Help Center web form is being used. The web widget does not support this, which I think it should.

We associate the web widget with specific sites on the software. Is there any way with code to ensure the org is set correctly on ticket creation based on the site the web widget is used?

댓글 보기 · 2022년 12월 20일에 게시됨 · Stacy Win

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댓글Web Widget (Classic) documentation

Is this a defect or are there any solutions for this problem?

We only use the web widget for client ticket submissions. A few clients are associated with multiple orgs. When they submit tickets, all of the tickets are associated with their default org. Which is not correct.

Should end-users that belong to multiple orgs be able to select the correct organization when submitting a ticket via the web widget?

Is there a way to force the correct org association based on the client site the web widget is used from?

 

 

댓글 보기 · 2022년 12월 19일에 게시됨 · Stacy Win

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