Mark Leci
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Mark Leci comentou,
Natalie Fischer I think you can actually do this today. I believe this is how it would work 1. Create a custom date field for reminder date 2. Add the field to a ticket form and make it required o...
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Mark Leci comentou,
There's some misleading terminology used here that has been causing problems for my team. 'Create Reports' allows users to create queries, which implies that queries are reports. That makes sense b...
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Mark Leci comentou,
@... sorry I missed this - thank you for your reply! It would be pretty much that criterion that determines if a trigger is safe to remove, which is the reason this is a problem for us because we ...
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Mark Leci comentou,
It would be great if this could be implemented sometime soon. Since switching to the agent workspace this has been our biggest source of agent complaints. The default view simply doesn't make sense...
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Mark Leci comentou,
RJ Hines I might be wrong, but I think your graph above is the same problem I'm running into, which is that instead of 'tickets created or solved on x date' you have 'tickets created on x date that...
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Mark Leci comentou,
@... thank you for the follow up and the context on future development!
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Mark Leci criou uma publicação,
Fix the process for renaming support groups
We have a variety of teams using Zendesk which sometimes means renaming groups. This causes significant problems in Explore: Renaming the group looks seamless in support, but in Explore it seems t...
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Mark Leci criou uma publicação,
Allow Admins to impersonate lower level admins
We currently have about 12 admin roles in our Zendesk instance, and it's sometimes not possible to know what permissions users in those roles will have. An example that came up today was that we we...
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Mark Leci comentou,
We currently have triggers that attempt to manage this by taking some of the values on the followup ticket and assigning it back to the same group. The problem is that we need a trigger to do this ...
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Mark Leci comentou,
This has also been a significant problem for us since changing to the new agent experience. We weren't aware of it up front as a limitation, which is unfortunate but since our priorities and metric...