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I. Smit
가입한 날짜: 2021년 11월 26일
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마지막 활동: 2022년 9월 23일
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님의 최근 활동 I. Smit
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Marjana Cowan
Fair and understandable point. But on the other side, not all processes are the same and every company has made/is making its own choices that way.
In our case, by the way, this is no different. All communication between the service desk to customers or colleagues has to go through Zendesk. However, in some cases, general information comes to you via a private company email. An agent wants to be able to add that information to a ticket in Zendesk. With Outlook, you can possibly (I can't test that) upload the message into the ticket. However, we work with Google (Gmail) and cannot easily extract messages from gmail and upload them in zendesk.
댓글 보기 · 2022년 9월 23일에 게시됨 · I. Smit
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It is very unfortunate that it is not possible for an agent to link an email message from his/her private mailbox to an existing ticket using, for example, the syntax #ticket 123.
In some cases, there is communication that runs outside of Zendesk. This communication an agent wants to link to the ticket. However because the body of the mail is not recognized you would want to be able to use the Syntax #ticket 123
2022년 9월 22일에 게시됨 · I. Smit
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It is very unfortunate that it is not possible for an agent to link an email message from his/her private mailbox to an existing ticket using, for example, the syntax #ticket 123
댓글 보기 · 2022년 9월 22일에 게시됨 · I. Smit
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@...
Unfortunately, this option does not support rich text formatting. In addition, the link you show is fairly short. But imagine you want to link to a longer link, such as:
"https://zoek.officielebekendmakingen.nl/resultaten?q=(c.product-area%253d%253d%2522officielepublicaties%2522)and(cql.textAndIndexes%253d%2522corona%2522+and+cql.textAndIndexes%253d%2522covid-19%2522+and+cql.textAndIndexes%253d%2522covid%2522)%20AND%20w. subrubriek==%22Antwoorden%20kamervragen%20van%20het%20lid%20Nicolai%20van%2026%20maart%202021%20inzake%20inzake%20quarantaine%20politici%22&zv=corona+covid- 19+covid&pg=10&col=&svel=PublicationDate&svol=Acurrent&sf=sr%7cAnswers+Chamber questions+from+the+Member+Nicolai+of+26+March+2021+involving+quarantine+politicians."
I know that there are URL shorteners. Only in some cases this is not allowed from company regulations.
Jessica Fong
At Teleticket I have seen a solution where a yellow text block appears after selecting a particular form. Unfortunately, this is not a native feature in Zendesk. Such a text block could be used to point to a page, in your case "I want to claim warranty".
댓글 보기 · 2022년 2월 25일에 게시됨 · I. Smit
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Is there a way to copy the field conditions in a form, which are set at the end user, to the agent? I have a form with over 100 conditions at the end user. I want to copy these conditions to the agent. The other way around is possible.
댓글 보기 · 2021년 12월 01일에 게시됨 · I. Smit
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