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Christine Schulze

Entrou em 19 de abr. de 2022

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Última atividade em 07 de fev. de 2025

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Christine Schulze criou uma publicação,

Publicação Feedback - Ticketing system (Support)

Hi,

 

This has probably been feedbacked before but I cannot find a way to search feedback. Maybe I am missing something.

 

Anyways many members of my team have stopped using Side Conversations all together because a comment on an old thread thread reopens tickets even when they are solved and the Side Conversation is marked as done. 

 

I have read in the comments to this feature that this is expected and there is not way around it. Is that still the case? I really want to prevent this. If a ticket is solved, we want it to stay solved no matter the update in Slack.

 

Thanks!

Publicado 07 de fev. de 2025 · Christine Schulze

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Christine Schulze comentou,

ComentárioUsers, groups, and organizations

Just wondering: Why does Zendesk not detect language from the requester's subject line in e-mails? For us, the language is frequently set wrong because requester's decide to write only a subject line and nothing more.

Exibir comentário · Publicado 07 de out. de 2024 · Christine Schulze

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Christine Schulze comentou,

ComentárioGlobal security and user access

Hi! Any update on when it will be possible to set a schedule for deleting users as well? Will it be now during Q3 or first in Q4?

Exibir comentário · Publicado 04 de set. de 2024 · Christine Schulze

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Christine Schulze comentou,

ComentárioMeasuring success

Hi!
We are on a professional plan and I am setting up different SLAs depending on whether open tickets get assigned to our 1st or 2nd line support. That is of course possible by basing the SLA rules on groups or assignees and that works fine, however while our 1st line support works 7 days a week, our 2nd line support only works Mon-Fri. 
Since we cannot set multiple business schedules in our current plan, am I right to assume that it is simply impossible to have the SLAs for 2nd line exclude the weekend?
I want SLAs to apply to weekends for 1st line but not for 2nd line. It seems this is impossible?
Thanks!

Exibir comentário · Publicado 04 de set. de 2024 · Christine Schulze

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Christine Schulze comentou,

ComentárioGeneral questions about email and email template

Hej Bianca,

Thank you for your answer but that doesn't work for me unfortunately. We are sending auto replies to customers before any agent ever sees the tickets. These replies are sent by a trigger. Can I change the default address per group for triggered auto replies is my question :-)

/Christine

Exibir comentário · Publicado 20 de abr. de 2022 · Christine Schulze

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Christine Schulze comentou,

ComentárioGeneral questions about email and email template

Hey! I have added the Address app and set default mail addresses for every group. It works great and when I reply to my test tickets the reply comes from my new group default, however the first auto reply is still sent to the customer from our main default address. Does that have something to with the trigger? How can I change that as well? 
Thanks!

Exibir comentário · Publicado 19 de abr. de 2022 · Christine Schulze

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