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Colleen Hall

Zendesk Documentation Team
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    1. Support
    2. ...
    3. Ticket customization
    4. Activating custom ticket statuses

    Hi AJ Sneed, It's not possible to reorder the ticket statuses at this time. If you'd like, you can share your feedback in our Product Feedback discussion. Product managers regularly review suggesti...

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    1. Support
    2. ...
    3. Ticket customization
    4. Activating custom ticket statuses

    Hi Carlos I, I'm glad to hear that you're liking the feature so far! Thank you for sharing your feedback. If you'd like, you can share suggestions in our Product Feedback discussion. Product manage...

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    상담사가 티켓 요청자를 변경하도록 허용하기

    1. 사람
    2. 사람 설명서
    3. 팀원 및 그룹

    사용 중인 플랜 상담사가 티켓 요청자를 변경하도록 허용할 수 있습니다. 예를 들어 어떤 사람을 대신하여 다른 사람이 지원 요청을 보낸 경우 상담사가 티켓 요청자를 변경하고자 할 수 있습니다. 주의: 상담사가 티켓 요청자를 변경할 수 있으려면 티켓의 참조가 사용 설정되어 있어야 합니다. 티켓의 참조 권한 설정하기를 참조하세요. 상담사가 요청자를 ...

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    1. Agent guide
    2. Customer management and profiles
    3. Adding end users

    Hi Matthiew Marks,Do your agents have access to All tickets? Agents with restricted ticket access can't create or edit end users. Please see About agent privileges and ticket access to learn more a...

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    1. People
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    3. Team members and groups
    4. About team member product roles and access

    Hey Francesca Roig, We recently introduced the ability for admins to view and edit all macros in their account, including agents' personal macros, using the Zendesk API. Please see the announcement...

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    1. Zendesk updates
    2. Announcements
    3. Announcing visibility of all macros to admins

    Hey everyone! A quick update that this is fully rolled out and admins can use the Zendesk API to view or edit any macro in their Zendesk account, including personal macros created by and available ...

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    1. People
    2. ...
    3. End users and organizations
    4. Understanding Zendesk Support user roles

    Thank you for your feedback, Swagat. I've updated the article with the information.

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    1. Support
    2. ...
    3. Ticket customization
    4. Creating conditional ticket fields

    Hi Ian Hawkins, Ticket Status is a standard ticket field. You can't apply conditions to standard ticket fields, except for Priority and Type. Please see this section about which fields you can't ap...

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    1. Support
    2. ...
    3. Ticket customization
    4. Configuring the essentials card

    Hi Frédéric,The rollout for this feature has been paused temporarily and should resume next week. We will keep you updated with any news. Thank you!

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    1. Support
    2. ...
    3. Measuring success
    4. About SLA policies and how they work

    Hi Stephen Lee, I apologize for the delay in my response!  Yes, the quoted text means that the first SLA policy whose conditions are satisfied is applied to the ticket and subsequent policies are i...

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