Setting requester with a macro
Não planejado
Publicado 18 de fev. de 2021
We have a number of use cases where agents are creating tickets to the same requester quite frequently. It would be very useful for there to be an option to set requester with the macro actions. External CC's as well.
What is the current technical limitation to this? Or just not something that seemed useful enough to implement?
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35 comentários
Oficial
Scott Allison
Thank you everyone for continuing to share your needs for this. Unfortunately, this is not on our roadmap for this year, so I will update the status as Not Planned for now.
It's possible we'll prioritize this in the future, as it's really all down to customer demand. This year we've prioritized investments in other areas, such as SLAs. Next month we're launching Group SLAs at Relate, with further enhancements for SLAs coming later this year.
Thanks again for your continued feedback, it's really appreciated.
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Sydney Neubauer
+1 for this feedback. We regularly create tickets on behalf of the same users over and over again. Requester is already created in ZD so setting them in a macro makes sense - cuts down quite a few clicks (click requester field, search for name (many characters), click name, navigate back to message, if you forget, you have to delete ticket and try again)
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Vishnu Vardhan
Really an important feature for proactive notifications to customers. Please add the both requester and CC receipients as well.
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Charlotte K
Come on Zendesk!
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Kiana Ayala
+1
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James Peterson - Eastern Logic
4805365648282 - could you send us an email - support@easternlogic.hk and we can help you with the settings and troubleshoot the issue?
0
Max Mittelmaier
1263213579849 - Super happy, that someone finally is tackling this issue…
I installed the app but cannot get the feature to add the requester to work. I believe I followed your instructions correctly but when applying the macro it does not change the tag into the requester?
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Darren Taylor
1263213579849 Amazing, thank you! I have just installed it and will give it a go. Great that it's free too.
0
James Peterson - Eastern Logic
Hi all,
We have recently updated our Extended Macros app to support setting the requester via macro. The app is free to use. Please give it a try, and if it is able to help solve your use cases, do leave a rating. Also, any feedback regarding functionality is much appreciated. You can view our Help Centre article here for more instructions on set up and use.
Cheers ~~
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Willem
+1
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Jorn
Seems like something simple to integrate, shame it's not available.
+1
1
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