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Neil
Entrou em 13 de mai. de 2021
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Última atividade em 04 de set. de 2024
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Atividade mais recente por Neil
Neil comentou,
That is correct, management of the custom statuses will be handled from within the Admin page.
Exibir comentário · Publicado 04 de mar. de 2024 · Neil
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Neil comentou,
I understand where you're coming from. At the moment, this is a limitation on how Organizations can be maneuvered. With this in mind, we highly appreciate if you could share your product feedback here where our Product Managers keep tabs on customer feedbacks.
Exibir comentário · Publicado 29 de fev. de 2024 · Neil
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Neil comentou,
Regarding your questions.
Can you confirm adding new support address that is used today as a support email alias won't break anything?
As mentioned here, Zendesk doesn't support the use of aliases, distribution lists, shared mailboxes, Google groups, or any non-standard email clients or services due to added complexities of routing and issues troubleshooting.
We have today 3 different addresses. Is there any harm in deleting those which were not set up in the account?
Aside from the system support address (which cannot be deleted), there should be no harm in deleting any support address as long as it is not used in your workflow
The new support address I would like to use is currently being used by an end user and thus I was not able to create it. If I will change that end user to be an agent - will it allow me to create this new address?
The best course of action is to simply change the email address of the end-user to a different one.
Exibir comentário · Publicado 29 de fev. de 2024 · Neil
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Neil comentou,
No documentation regarding how the integration is setup is available yet but initial testing shows that the agent status in Support reflects in Tymeshift automatically.
This applies to both default and custom agent statuses.
Exibir comentário · Publicado 29 de fev. de 2024 · Neil
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Neil comentou,
Host mapping won't affect the support address you have set up in your account. This will only change the URL the end-user sees when navigating to your help center.
To change the support address that end-users see on your email reply. The best way would be to add a new support address and set it as your default. If you plan to add an external support address, you would need to follow these steps to allow Zendesk to send emails on behalf of the external support address.
Exibir comentário · Publicado 18 de fev. de 2024 · Neil
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Neil comentou,
You can map a support address to a ticket using brands. Please see here : https://support.zendesk.com/hc/en-us/articles/4408836507162-Adding-email-support-addresses-for-multiple-brands
Each brand will have it's own support address and you can simply use a ticket to change the brand that is associated to a ticket.
Exibir comentário · Publicado 18 de fev. de 2024 · Neil
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Neil comentou,
There's no default option to remove a user from an organization, but you can remove an organization from the user's profile
- Open the user's profile.
- Click the name of the organization you want to remove, then select Remove.
Exibir comentário · Publicado 18 de fev. de 2024 · Neil
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Neil comentou,
The condition Ticket: Comment text is available only in the Triggers feature and not in the Automations feature.
Exibir comentário · Publicado 15 de fev. de 2024 · Neil
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Neil comentou,
When a sandbox is created it copies the owner and current admins, agents that were upgraded to admins after the sandbox was created will not be added automatically, as mentioned in the article, they will need to be manually added into the sandbox instance.
The sandbox instance does not carry over the SSO you have in your production.
More details about sandbox environment here : https://support.zendesk.com/hc/en-us/articles/6150628316058-About-Zendesk-sandbox-environments
Exibir comentário · Publicado 13 de fev. de 2024 · Neil
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Neil comentou,
Activating the agent workspace option has no additional cost if you are already subscribed to Support Team, Professional, Enterprise or any of. the Suite plans.
Exibir comentário · Publicado 13 de fev. de 2024 · Neil
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