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Jysk IT en del af Sagro I/S

Entrou em 22 de mar. de 2022

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Última atividade em 26 de nov. de 2024

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Jysk IT en del af Sagro I/S comentou,

ComentárioBusiness rules

When i make a side conversation ticket, i want placeholders to automatically fill in the original ticket creators informaton.

Example:

I have ticket A - the requester in that ticket is Person A.

I make a side conversation in ticket A to Team A - This new child ticket is Ticket B - I want placeholders for example {{ticket.organization.name}} in that side conversation (Ticket B) to point to Person A. Is that possible?

Exibir comentário · Publicado 24 de nov. de 2023 · Jysk IT en del af Sagro I/S

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Jysk IT en del af Sagro I/S comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Zendesk, please!

Exibir comentário · Publicado 26 de out. de 2023 · Jysk IT en del af Sagro I/S

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Jysk IT en del af Sagro I/S criou uma publicação,

Publicação Q&A - Users, groups, and organizations

Hi.

I really do hope this is possible, becuase it is getting on my nerves.

I can't get a placeholder working from a custom user field.

The Custom field ID is 360001562337 and the field key is "title". The custom field is a text field.

See image below:

What i want is to use a placeholder, to get that field on a comment in Zendesk.

What placeholders i've tried:

{{current_user.custom_fields.title}}

{{current_user.custom_fields_360001562337}}

{{user.custom_fields.title.title}} (user.custom_fields..title)

{{user.custom_fields.title}} (user.custom_fields.)

 

It appears blank when i use these placeholders. Is this not possible? If not, then what are the placeholders used for?

Publicado 24 de out. de 2023 · Jysk IT en del af Sagro I/S

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Jysk IT en del af Sagro I/S comentou,

ComentárioTicket management

It's October the 9th and we still only see 12/8 views.

Exibir comentário · Publicado 09 de out. de 2023 · Jysk IT en del af Sagro I/S

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Jysk IT en del af Sagro I/S comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Any news on this??

Exibir comentário · Publicado 31 de ago. de 2023 · Jysk IT en del af Sagro I/S

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Jysk IT en del af Sagro I/S comentou,

ComentárioGeneral questions and issues about tickets

Beth Pitcher How did you change the default login page for your domian? (re-flowsupport.zendesk.com)
Isnt that your zendesk domain?

Exibir comentário · Publicado 09 de jun. de 2023 · Jysk IT en del af Sagro I/S

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Jysk IT en del af Sagro I/S criou uma publicação,

Publicação Feedback - Ticketing system (Support)

Notify if email is not delivered

Feature Request Summary: 

I looked around the forums to check if anyone else have this problem, but i couldn't find any.

If I put in a public reply on a  ticket, and that enduser does not have a email registered on hes/her user, Zendesk dosen't report back that it can't deliver the email, nor that end user dosen't have an email associated. This can be challangeing for us, since we have to check the user every time we send a public reply.

There seem to be no trigger conditions that can notify the agent about this.

Business impact of limitation or missing feature:

This is critical for our business as our agents.

 

Editado 16 de mai. de 2023 · Jysk IT en del af Sagro I/S

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Jysk IT en del af Sagro I/S criou uma publicação,

Publicação Feedback - Ticketing system (Support)

We recieved an email from Zendesk saying that we are being "upgraded" to the new user interface Agent Workspace.

As you might have guessed, we do not have that at the moment because of all the issues people are complaining about it.

One of them is mentioned in this thread.

https://support.zendesk.com/hc/en-us/community/posts/4409222725530-Change-the-order-of-the-comments-as-an-agent-when-viewing-a-ticket?

The primary reason we haven't switched yet, is because of the comment order of the tickets. In Agent Workspace the newest comments are in the bottom, instead of in the top, and there is not an option to change this.

I really think it's wrong that you are switching customers to Agent Workspace, when the issues about it has not been fixed yet.

 

E-mail from Zendesk:

"Hi,

We’re reaching out to let you know that we’re upgrading the primary Zendesk support user interface to help you provide exceptional customer experiences and give your agents the ability to work smarter, not harder.

Zendesk will automatically enable this new interface, called Agent Workspace, for your account in mid-June 2023. Best of all, Agent Workspace is already included in your plan, and there’s no extra cost!"

Publicado 27 de mar. de 2023 · Jysk IT en del af Sagro I/S

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Jysk IT en del af Sagro I/S comentou,

ComentárioWhat's new in Zendesk

I highly suggest that custom ticket statuses gets published for customers that do not have Agent Workspace enabled.

Right now we want that feature, but dont want to enable Agent Workspace, since such a small thing as change the order of comments from top/bottom or bottom/top is not possible.

Exibir comentário · Publicado 06 de fev. de 2023 · Jysk IT en del af Sagro I/S

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Jysk IT en del af Sagro I/S comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

I was just searching for this, and found this post.

I would also like to see this because sometimes specific people asks for specific views to watch.

It's just a bad workaround to create groups that only that person is in to be able to see the view.

Exibir comentário · Publicado 01 de fev. de 2023 · Jysk IT en del af Sagro I/S

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