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Graham Ferguson

가입한 날짜: 2022년 5월 31일

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마지막 활동: 2023년 11월 02일

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님의 최근 활동 Graham Ferguson

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커뮤니티 댓글 Feedback - Ticketing system (Support)

This is a huge issue. For example we often have to get .HAR files but this contains sensitive data that we would like to automatically remove for SOC2 compliance etc

댓글 보기 · 2023년 11월 02일에 게시됨 · Graham Ferguson

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댓글Reporting and analytics for help center

I agree with Jessica Peck - is there a way to build this metric in Explore?

댓글 보기 · 2023년 3월 03일에 게시됨 · Graham Ferguson

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게시물 Q&A - Users, groups, and organizations

I have a requirement to be able to show common items such as an organization's Account Manager, Customer Success Manager etc and other custom data held in the organization.

Is there any way to display this on a page or in a user profile to make the experience more personalized?

2023년 2월 07일에 게시됨 · Graham Ferguson

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게시물 Q&A - Users, groups, and organizations

We have thousands of organizations in Zendesk and more added automatically via Salesforce. Currently, I have to manually update the permissions on an org to allow users to see all tickets/add comments as this is not the default.

I cannot see any way to trigger an update to these fields and manually updating via bulk import doesn't seem scalable.

Ideas?

2023년 2월 07일에 게시됨 · Graham Ferguson

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게시물 Q&A - Apps and integrations

We use JIRA extensively and I would love to be able to take key fields such as ID etc and place them in custom ticket fields so they can be added to views, reports etc. Does anyone know if this is possible or would this need to be done in the integration mapping itself?

2023년 1월 13일에 게시됨 · Graham Ferguson

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게시물 Q&A - Help center and community

Hi,

I would like a way to make it mandatory for agents to have to request a KB article if none exists before being able to mark a case as solved i.e. no article exists or was not used in the ticket.

While we are trying to encourage agents to do this via training we see this as vital to make knowledge at the heart of what we do so this would help enforce this process.

Any thoughts?

2022년 12월 11일에 편집됨 · Graham Ferguson

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게시물 Q&A - Reporting and analytics

I am looking for any examples of how someone may have gone about building out a dashboard in Explore which is essentially a KPI scorecard using the standard traffic light scoring system i.e. red, amber and green for performance against standard metrics i.e. occupancy, average resolution time etc.

2022년 12월 03일에 게시됨 · Graham Ferguson

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댓글Customer portal

There is no code attached to this article....

댓글 보기 · 2022년 11월 30일에 게시됨 · Graham Ferguson

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게시물 Q&A - Tickets and email
I have a number of automations sending notifications to customers. While I can add the tag is there any option to have the message included in the messages view (private/public) of a ticket to give a better view of all customer comms to the agents.

2022년 11월 24일에 게시됨 · Graham Ferguson

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댓글Salesforce integration

Is there any way not to require the assignee to be selected. We are using omnichannel routing and want to have Zendesk assign and not an individual?

댓글 보기 · 2022년 11월 11일에 게시됨 · Graham Ferguson

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