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Hannah Ehrlich

Entrou em 16 de abr. de 2021

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Última atividade em 04 de fev. de 2025

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Hannah Ehrlich comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

+1ing to add this. Really need to be able to base on a > or < number in one of my fields.

Exibir comentário · Publicado 17 de dez. de 2024 · Hannah Ehrlich

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Hannah Ehrlich comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Amie Brennan

 

Hi Amy - thanks so much for that. Unfortunately, my team uses an internal app to help us process tickets, so we're already using that space. Showing the email address in the top of the ticket window allowed us to both see the email address of the user *and* use our custom app in the right-hand panel.

 

 

Exibir comentário · Publicado 20 de out. de 2023 · Hannah Ehrlich

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Hannah Ehrlich comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Not that I would expect Zendesk to make a change based on their community asking them to do so, but adding my comment it would be nice to have the email address back.

Exibir comentário · Publicado 18 de out. de 2023 · Hannah Ehrlich

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Hannah Ehrlich comentou,

ComentárioBusiness rules

Can one *not* use a checkbox field to run an automation? I want to make sure a certain set of tickets always have a checkbox checked, but I don't see it in the automations to check if the checkbox is not checked.

Exibir comentário · Publicado 21 de mar. de 2023 · Hannah Ehrlich

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Hannah Ehrlich comentou,

ComentárioSlack integration

Hi team,

 

Our product org is interested in getting a monthly or weekly updates on the common tags added to tickets in some relevant slack channels so they can stay updated on what users are messaging in about. It sounds like the ZD-Slack integration doesn't do any work with tags, however. Can you confirm this?

 

Do you think Zapier would manage this, if the Zendesk app doesn't?

 

Thanks,

Hannah

Exibir comentário · Publicado 04 de ago. de 2022 · Hannah Ehrlich

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Hannah Ehrlich comentou,

ComentárioTicket basics

Hi Beto,


This will work fine, thank you!

 

Hannah

Exibir comentário · Publicado 29 de jun. de 2022 · Hannah Ehrlich

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Hannah Ehrlich comentou,

ComentárioTicket basics

Hello!

I am looking to search for tickets that are in NO group, however, "name:null" or "name:"null"" don't seem to get any results. Is there a way I can pull up all tickets in null group/no group?

 

Thanks!

Hannah

Exibir comentário · Publicado 28 de jun. de 2022 · Hannah Ehrlich

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Hannah Ehrlich comentou,

ComentárioMultiple language support

Ah, I got it! Thank you. I'll start off by automating "Is english" and "is not english," and then move from there.

Exibir comentário · Editado 08 de jun. de 2022 · Hannah Ehrlich

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Hannah Ehrlich comentou,

ComentárioMultiple language support

Hi all,

 

Just looking to clarify how identifying user language works. I would like to report to our execs a breakdown of languages we get tickets in. So, ideally, I need Zendesk to tell me that out of these 80 tickets, 10 are in English, 5 are in Spanish, etc, etc. However, if sounds like right now, however, all the language identification is done on the user side. So the best I could do is say "We got 50 new users who submitted tickets, 10 spoke English, 10 spoke Spanish, etc."

 

My understanding after reading all these help articles is to do so I have to manually create an automation for every language I want to identify. So if I think we get tickets in ten languages, I have to create 10 automations, and if we get tickets in a new language, I have to identify that we're getting those tickets and then create a new automation for that language.

 

Is that correct?

Exibir comentário · Publicado 07 de jun. de 2022 · Hannah Ehrlich

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Hannah Ehrlich comentou,

Comentário na comunidade Discussion - Tips and best practices from the community

Hello!

 

I'm looking to *only* send a CSR survey when one of my agents replies with a public comment. (This is to avoid sending CSR surveys to auto-replies or other automatic acknowledgements). I have "Privacy: Ticket has public comments," turned on, but I don't know if there's a way to say "Only send if a ticket was UPDATED" with a public comment.

I am aware that my agents can add a "no_csr" tag which will not send a survey (and have this implemented), but I was hoping for something that didn't involve an extra step


Thanks,
Hannah

Exibir comentário · Publicado 11 de mai. de 2021 · Hannah Ehrlich

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