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Lisa Springall

Entrou em 08 de dez. de 2021

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Última atividade em 11 de set. de 2024

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Atividade mais recente por Lisa Springall

Lisa Springall criou uma publicação,

Publicação Feedback - Ticketing system (Support)

Would it be possible to add ‘On-Hold’ as a status that is visible to our End Users? This is so we can give them a true reflection of where their ticket is up to and so that they can see clearly how many tickets are truly ‘Open’ and actively being worked against those where the SLA has been paused ‘Pending/On-Hold’ for different reasons. Thank you

Publicado 12 de jul. de 2024 · Lisa Springall

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Lisa Springall criou uma publicação,

Publicação Feedback - Apps and integrations (Platform)

We have received feedback from users that when creating a new JIRA from within a Zendesk ticket, if they accidently click out of the 'create issue' box it completely closes the box and they lose everything they have entered.

This is frustrating for the user as it means they have to start from scratch which can take up a lot of time. 

Thank you,

Publicado 25 de jul. de 2023 · Lisa Springall

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Lisa Springall comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

It has been queried from an audit perspective that timestamps change after daylight saving time etc. Has it been considered to hardcode the timestamps on tickets? For audit purpose, an auditor will want to see the actual date/time a note is added to a ticket, especially those of a higher priority. The timestamp should be the same no matter what time of year it is. 

Exibir comentário · Publicado 02 de fev. de 2023 · Lisa Springall

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Lisa Springall comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Followed as this is something we feel would be beneficial for us as we move into utilising the jira integration application

Exibir comentário · Publicado 18 de ago. de 2022 · Lisa Springall

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Lisa Springall comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Hi, this is something that we would like to see available within Zendesk.

We would benefit from this as we are concerned that if we are not notified of an end user leaving an organisation they will still be able to access Zendesk & guide more specifically & have access to materials they no longer should have access to.

If this could also be configured so that the authentication code was sent to the email address on the account, this would also assist with the security aspect, if it's only mobile & they use their personal mobile then they can always access the account even with 2FA.

Exibir comentário · Publicado 18 de mar. de 2022 · Lisa Springall

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Lisa Springall comentou,

ComentárioGlobal security and user access

Hi,

Can two-factor auth not be applied to end users & only agents/admins?

Thank you,

Exibir comentário · Publicado 14 de mar. de 2022 · Lisa Springall

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Lisa Springall comentou,

Comentário na comunidade Feedback - Reporting and analytics (Explore)

We are starting to utilise the problem ticket option within Zendesk as part of our problem management process & we need the ability to be able to pull all open problem tickets & any incidents associated with the open problem. Currently if we apply a status filter so that we only pull back open problems but associated closed incidents it's impossible to do. There needs to be the ability to do this to allow for accurate reporting on problem management.

Exibir comentário · Publicado 10 de jan. de 2022 · Lisa Springall

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