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Sriram Parthasarathy's Avatar

Sriram Parthasarathy

Entrou em 16 de abr. de 2021

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Última atividade em 07 de mai. de 2024

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Sriram Parthasarathy comentou,

ComentárioTicket management

Support team, are you planning on getting html-formatted tags to work? We are not able to ask our agents (who all use Outlook) to make sure they switch to plain text email every single time they want to reply to a ticket and use mail api for changing the assignee, status, or adding a note.  

Exibir comentário · Editado 07 de mai. de 2024 · Sriram Parthasarathy

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Sriram Parthasarathy criou uma publicação,

Publicação Q&A - Tickets and email

Support Team,

  Did something change between 11/10/2023 and 11/11/2023 with the layout of the agent ticket screen?  We are suddenly seeing the ticket fields section showing up in two columns. Prior to today, from the time we implemented Zendesk 9-10 years ago, the ticket fields were always in one column.

As you can see per my screenshot, there is a significant amount of wasted space in the second column.  Can you check and advise on this?

 

Publicado 11 de nov. de 2023 · Sriram Parthasarathy

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Sriram Parthasarathy comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Support team,

 We have had to completely redefine our process and now place manual restrictions (via constant email reminders) on what our agents can and cannot copy and paste into tickets with respect to code, database manipulation language queries or ANY references to critical names that contain underscores in them. Some of our agents are non-technical staff members who have now stopped using Zendesk, because they are now spending double the time re-examining large code which they should not have to do, just to go back in and manually type in potentially lengthy strings with underscores in them manually.  Can you ask your development team to address this, and at the very least provide an option to disable the bolding and italicizing using asterisks and underscores? I am not sure how the convenience of quick italicizing is wholly important compared to highlighting something and pressing CTRL-i?

This issue is not only a risk if code ever references similar objects that may or may not have underscores in them, but it has brought down workflow as a result. 

Exibir comentário · Publicado 23 de ago. de 2023 · Sriram Parthasarathy

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Sriram Parthasarathy comentou,

ComentárioZendesk Support app for mobile

In the latest builds of your Android app (2.25.3), have you removed the ability to add CC's to the ticket details? The CC field would be right underneath the requester and assignee fields.

Exibir comentário · Publicado 14 de out. de 2022 · Sriram Parthasarathy

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Sriram Parthasarathy comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

+1

This is very easily reproducible.  Type even a single character into the comment window and press the PgUp key, and the entire GUI for the site will shift to the left (leaving the entire whitespace on the right, per screenshot). Only workaround is to reload the tab, as Martin and Mark noted. I've noticed this started happening over the past month or two.  Prior to that, we never had this issue using Chrome, Edge, or Edge Chromium

 

Exibir comentário · Publicado 13 de set. de 2020 · Sriram Parthasarathy

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