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Puneet Misra

Entrou em 15 de abr. de 2021

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Última atividade em 26 de mar. de 2024

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Puneet Misra comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

When can we expect the custom statuses to be included in views for sorting by?

Exibir comentário · Publicado 26 de mar. de 2024 · Puneet Misra

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Puneet Misra comentou,

ComentárioExplore recipes

I am looking for tickets with a specific keyword only, I am not interested in tickets that do not have it, what do I need to modify in the standard calculated attribute formula in this article to accommodate that?

Can I do the same for ticket comments?

Goal: Gather the # of tickets with a specific string in the subject and description fields.

Exibir comentário · Publicado 17 de jul. de 2023 · Puneet Misra

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Puneet Misra comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Hi Zendesk, Any updates on this? 

Exibir comentário · Publicado 14 de jun. de 2022 · Puneet Misra

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Puneet Misra comentou,

ComentárioService Level Agreements (SLA), macros, and CSAT

Zendesk It does not seem like there is any priority to fix this issue. Can you consider allowing admins or end-users to remove ratings? Good and Bad? This can help us use some of the workarounds. Or maybe you can consider making it a requirement to add a comment to a bad rating so that way it's not accepted without comment. Do you have an intake process for feedback?

Exibir comentário · Publicado 24 de mar. de 2022 · Puneet Misra

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Puneet Misra comentou,

Comentário na comunidade Feedback - Voice (Talk)

Violeta Micu Caroline Kello Jenny Gillett Hi All, I am following up on this thread. Is this still a top priority on your product roadmap? If not, is there any updates or workarounds you can share with us?

Exibir comentário · Publicado 21 de mar. de 2022 · Puneet Misra

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Puneet Misra comentou,

ComentárioTicket automation and collaboration

@... Thank you! Do you know if it is possible to modify a template or trigger of some sort to customize the messaging a follower/CC would receive? 

Exibir comentário · Publicado 10 de jan. de 2022 · Puneet Misra

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Puneet Misra comentou,

ComentárioTicket automation and collaboration

Is there a trigger that controls when the follower notifications will be sent? I have a case where we need certain internal comments to NOT send a notification to the follower. Looking to apply some conditions to which comments should notify the follower and which should not. 

The trigger that I believe is sending the notification is Notify assignee of comment update.

Exibir comentário · Editado 07 de jan. de 2022 · Puneet Misra

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Puneet Misra comentou,

ComentárioPerforming calculations

Stephen Belleau Can you elaborate on the steps? I am using the tables visualization type and I do not see tables under Chart Configuration and the steps in the Working with tables. do not have the information that is helping get the desired result. 

Exibir comentário · Editado 12 de nov. de 2021 · Puneet Misra

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Puneet Misra comentou,

ComentárioPerforming calculations

Hi, 

How can I hide the tickets column from a COUNT(Tickets) Metric? I am not using columns on my report but there is a column for tickets that is populated with 1 representing every ticket ID. I am using the ticket ID and subject as rows. (screenshot below)

Exibir comentário · Publicado 10 de nov. de 2021 · Puneet Misra

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Puneet Misra criou uma publicação,

Publicação Feedback - Ticketing system (Support)

Hello Zendesk,

In this new UI update, the ticket tab section now displays requestor names instead of the subject. Can you explain the logic behind this change? We are not finding it useful since some clients can have multiple tickets, the subject allows for a more efficient agent experience to identify what issue they are working on while handling multiple tickets at any given time. The requestor info is not helpful in this case, the agent would have to select the ticket and confirm the subject by opening it to clarify if this the ticket they want to work with.

Can we change it somehow?

Publicado 11 de fev. de 2021 · Puneet Misra

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