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Dan R.

가입한 날짜: 2022년 10월 21일

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마지막 활동: 2024년 1월 22일

Zendesk LuminaryCommunity Moderator

Operations wizard, Zendesk enthusiast, 3d printing hobbyist, community moderator

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게시물 Feedback - Help Center (Guide)

Hey Guide team!

I was in the process of deploying a new help centre theme to production today (it worked great in sandbox) but it failed because the old theme had some custom article pages that were assigned to articles.

I tried to find a way to filter my content to show which articles were affected but I was unable to. 

Can you consider adding filters for Template to the search and bulk update settings please?

 

Thanks!

2023년 12월 05일에 게시됨 · Dan R.

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커뮤니티 댓글 Q&A - Tickets and email

It sounds like you need two views. Together, these would show assigned tickets in a group and unassigned tickets within the team. 

one with a condition of

  • Group is 'X'
  • Assignee is '-'


and another with the conditions of 

  • Group is 'X'
  • Assignee is not '-'

댓글 보기 · 2023년 11월 23일에 게시됨 · Dan R.

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커뮤니티 댓글 Feedback - Ticketing system (Support)

Hey Dane Corley

Thanks for the update. Quick question, when you wrote that updates could be done

"Via the Agent Dashboard administrators will be able to edit the Tags associated with a Ticket"

Did you mean via the Agent Workspace? Like, just open a closed ticket in the agent UI like any other ticket and then edit it?

If not, could you provide some more details on this point if you have any? Can't wait to sign up when the beta opens.

Thanks!

댓글 보기 · 2023년 11월 22일에 편집됨 · Dan R.

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커뮤니티 댓글 Feedback - Ticketing system (Support)

Great initiative Mo, and great initial examples.

Here's my wishlist:

  • Allow for fields to be stacked adjacent to each other in the layout. The endless scroll is not always necessary! Zendesk did/does this with default system fields sometimes, let us do it with custom fields please.
  • Allow admins to edit the layout of ticket tabs in the top bar. Here's an example below from today, as you can see, it's not that helpful, especially when looking at multiple tickets. I would like to see the Ticket ID, Org Name and Subject next to that channel logo. Ideally, admins should be able to pick most Ticket, User or Org properties to customize here.
  • Allow admins to flag fields as read-only natively, without needing to rely on the brutally clunky Ticket Field Manager app or other external apps. Allow us to set restrictions based on group or role through a friendly native UI on the Ticket Form config. 

Thanks for considering!

댓글 보기 · 2023년 11월 21일에 게시됨 · Dan R.

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커뮤니티 댓글 Feedback - Help Center (Guide)

Thanks, I've moved this to the Guide Feedback community. Thanks for posting!

댓글 보기 · 2023년 11월 20일에 게시됨 · Dan R.

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커뮤니티 댓글 Feedback - Help Center (Guide)

Hey Mark, is this something you're trying to build in a Zendesk App or a customization you're trying to make to the ticket forms in Guide?

Depending which, it might be better suited in a different part of the community to get the best eyes on it. Let me know and I'll try to help you find the best spot for this post!

댓글 보기 · 2023년 11월 20일에 게시됨 · Dan R.

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커뮤니티 댓글 Feedback - Ticketing system (Support)

Hey Andre,

You can do this in your Admin Centre -> Objects and Rules -> Tickets -> Settings and unchecking Set Composer to public channel by default. Hope that helps!

 

댓글 보기 · 2023년 10월 26일에 게시됨 · Dan R.

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커뮤니티 댓글 Feedback - Ticketing system (Support)

Hey @...

Yes, your description for the third example lines up with what I'd expect. If the agent changed the status and submitted, they should not be able to change back to a the old status that they don't have ability to access. In short, I would think it depends on the operation the agent is doing with a ticket. 

Create - Only their accessible statuses.
Update - Any of their accessible statuses + whatever status the ticket is currently in.

댓글 보기 · 2023년 10월 26일에 게시됨 · Dan R.

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댓글Creating dashboards

Desperately need a way to set relative dates in filters. Last 7d, Last 30d etc. don't work for us. We need to be able to set reports for timeframes like Last Month, This Quarter, This Year etc.

This regression compared to the current date filtering, combined with the lack of Bookmarks means I am unable to use the beta builder in any productive manner. 

댓글 보기 · 2023년 10월 24일에 편집됨 · Dan R.

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커뮤니티 댓글 Feedback - Ticketing system (Support)

Thank you @...! For us, this would let us start being able to use Custom Statuses. I'll be sure to sign up for the EAP!

In the third example you gave, what would you expect would happen if someone from Group A needed to leave an internal note on a ticket assigned to Group B using a status they didn't have access to? Would they see that status? Would they be able to submit their note without changing the status?


댓글 보기 · 2023년 10월 10일에 게시됨 · Dan R.

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