Zac Garcia
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Zac Garcia comentou,
Thanks Kyle - yep I knew that was completely impossible as it currently stands, and would love to see some improvements to the product that allow for it.
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Zac Garcia criou uma publicação,
[Out of Office App] Allow Team Leads to Change Agent Status
We have a large number of agents in our Zendesk, operating across several locations. Frequently, we will need to engage the OOO status using the OOO App on behalf of one of our agents, especially i...
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Zac Garcia criou uma publicação,
Support: Restrict Attachments by File Type
RespondidaZendesk Support provides the ability to restrict customers from adding attachments, or to enable all attachments: https://support.zendesk.com/hc/en-us/articles/204265396-Enabling-attachments-in-tic...
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Zac Garcia criou uma publicação,
How to embed videos with a timestamp into Guide articles
Using Guide's video embed feature, it's easy to embed YouTube videos into Guide articles. Unfortunately, if you try to embed a video with a timestamp using YouTube's "Copy URL at current time" feat...
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Zac Garcia comentou,
Regarding the original request to have a list of suspended users: it's not a view or "list" per se, but the Suspended property is now searchable. Take a look here: https://support.zendesk.com/hc/en...
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Zac Garcia comentou,
Hi all, We have challenges around this as well (I think every organization managing live service products struggles in this area). We have tried some similar solutions to yours (I love your problem...
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Zac Garcia comentou,
@Rob- I would focus on categorizing your inbound requests (including via phone and chat). Can you tag those interactions in some way? I would then correlate them to the content available in your He...
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Zac Garcia comentou,
This is also very important to our workflows. The use case is as follows: End user sends email to our Zendesk. First Reply Time SLA goal is set. Zendesk Agent replies to End User. First Reply Time...
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Zac Garcia comentou,
Want to +1 this feature. As we manage onboarding and offboarding, we use Insights to manage lists of agents. Custom Fields import relevant data to Insights, such as whether they are a Light Agent o...
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Zac Garcia comentou,
This is really helpful, Daniel. Thank you!