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Sam Donovan

Entrou em 16 de abr. de 2021

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Última atividade em 13 de jan. de 2025

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Sam Donovan comentou,

Comentário na comunidade Feedback - Help Center (Guide)

+1! We would love this enhancement. As our business grows, we would like to consolidate our ticket history for our clients into one support portal. Thanks Nicolas for submitting this, and I hope this gets on the product roadmap!

Exibir comentário · Publicado 13 de jan. de 2025 · Sam Donovan

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Sam Donovan comentou,

Comentário na comunidade Feedback - Reporting and analytics (Explore)

Hi Team, is there an update to this request? We are using Excel to manually pull in data as a workaround to this.

Exibir comentário · Publicado 16 de fev. de 2024 · Sam Donovan

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Sam Donovan comentou,

Comentário na comunidade Feedback - Reporting and analytics (Explore)

Having over 250 dashboards built since we first adopted Explore, we are also very interested in this feature request. Has there been any movement on this?

Exibir comentário · Publicado 31 de jan. de 2024 · Sam Donovan

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Sam Donovan comentou,

ComentárioGeneral questions about email and email template

Hi Team,

Is it possible to set this automation up for when a Ticket's scheduled hours is approaching end of day? For instance, If a ticket has a Schedule with 8-4pm set, to notify a group when the ticket is created between 2-4pm of that day?

Exibir comentário · Publicado 21 de out. de 2022 · Sam Donovan

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Sam Donovan comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

I came here looking for an answer to the exact question "1. It would be really helpful to have a "Full Resolution Time" SLA."

Really great to see Scott's update that this is coming in Q4. I'll follow this page for updates.

 

 

Exibir comentário · Publicado 06 de out. de 2022 · Sam Donovan

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Sam Donovan comentou,

Comentário na comunidade Q&A - Help center and community

Hi Dave,

We are interested in the feature to have Guide user audits show file download history. FYI, I tried your 2nd link in your initial response email "Add Guide Manager activities to Audit Log" however I got an error when trying to resolve the page...

"

oops

The page you were looking for doesn't exist"

Exibir comentário · Publicado 29 de set. de 2022 · Sam Donovan

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Sam Donovan criou uma publicação,

Publicação Q&A - Account and billing

One of our clients requested to implement a sending reminder email before being their password expires. Is that possible?

(Background)
The Client had suddenly lost access to Zendesk: about 5 users. This is because we recently updated our policy to 90 day password reset if a user had not logged in.
Are we able to send an email to ask the user to change the password before it expires, or send notification such as expiring in how many days?

Publicado 26 de set. de 2022 · Sam Donovan

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Sam Donovan comentou,

ComentárioTicket basics

Hi team, 
We are currently using Support for web + email based ticketing, with no chat functionality. Can the ticketing interface be setup so that the most recent response is at the top? Instead of at the bottom like it seems to be in every screenshot of the Agent Workspace?

Thank you,
Sam

Exibir comentário · Publicado 02 de mai. de 2022 · Sam Donovan

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Sam Donovan comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Hi Team,

I'd like to share some feedback from my Managers who are using the "Views" page and experiencing this limit:

“I would like to increase the number of items you can view in the "Your Views" section in the main the Views tab of ZenDesk.  Right now you can only see 8 of "Your views" and most of the views page in ZenDesk under “Views” are not necessary and unused.  This would greatly improve the way I manage my team and save a lot of time switching tabs or going through a Quickie view.”

Our Views are currently setup so that the most relevant Global Views are at the top, and each highest-submission ticketing team receives 1-2 Global Views that are available here. This is unsustainable as we grow and more of our business units are onboarded to Zendesk.

I think 20 would be a massive improvement. Even having a searchable system in this page would save a lot of time for my Managers.

Thank you for listening,
Sam

Exibir comentário · Publicado 01 de abr. de 2022 · Sam Donovan

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Sam Donovan comentou,

ComentárioMeasuring success

Hi Zendesk Team,

I know this has been brought up in other articles, but we really need to have custom fields in our backlog data. It's great that we have some standard fields here, but we have some custom region fields that we would need to pull data on and are unable to at this time. I'd love for this to be prioritized.

Thanks!
Sam

Exibir comentário · Publicado 20 de dez. de 2021 · Sam Donovan

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