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rajesh

Entrou em 22 de out. de 2021

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Última atividade em 17 de jul. de 2024

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rajesh comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

I too support Jamie Noell 's comment
This is the primary reason, especially in the EU, why we would NOT recommend  ZenDesk.

One of my clients lost a large number of customers for this reason.  

Exibir comentário · Editado 17 de jul. de 2024 · rajesh

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rajesh comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Probably after 10 years have passed?  What bothers me is the absolutely cavalier approach to a legal problem clients are facing.  Sending private information to others is breaking the law.  


ZenDesk is a US company and simply does not care about GDPR issues.  

Exibir comentário · Publicado 07 de abr. de 2023 · rajesh

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rajesh comentou,

ComentárioAccounts and billing

Hi,

I am helping a client migrate an old support URL which is being redirected to ZenDesk via easyredir [dot] com. Here is the scenario:

Current: 

support [dot] myclient [dot] com is CNAME'd to myclienthelp [dot] ssl [dot] zendesk [dot] com

Legacy help [dot] myclient [dot] com goes to easyredir [dot] com which redirects to myclienthelp [dot] ssl [dot] zendesk [dot] com

Any chance we can remove easyredir [dot] com by using the alternate subdomain name?

Exibir comentário · Publicado 24 de mai. de 2022 · rajesh

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rajesh comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Is there a way to restrict/prevent a merge, for example when the email ID's are different?  The merge UI seems to lend itself to errors and CX personnel, no matter how good, are human.  

There are GDPR privacy issues, security issues, and plain customer sanity issues that we are worried about.  

Exibir comentário · Editado 10 de nov. de 2021 · rajesh

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rajesh comentou,

Comentário na comunidade Q&A - Users, groups, and organizations

Thank you.  I studied your documentation to find a way to quarantine tickets in a way that allowed analysis by our team at leisure but could not find anything that has been released; I believe you are working on some thing like what I really wanted.

I think your proposal may work.  I'll advise my client and report back.  Thank you for support.

Exibir comentário · Publicado 23 de set. de 2021 · rajesh

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rajesh criou uma publicação,

Publicação Q&A - Users, groups, and organizations

Background: My client has many levels of CX personnel, some new and some very experienced. We are a security company.

Problem: We noticed that, despite all the training, some CX personnel automatically click on attachments and may even type the passwords supplied in the text.  These tickets are shared and many CX people take over from each other.

Thoughts: Is it possible for a CX person to move the ticket to another group, say S (for security).  This ticket can now be opened ONLY by members of the S group.

I am looking for a workaround or some feature that will help move these tickets out of the main group.  Some of my security experts can then examine the attachments and other text and respond appropriately.  

All suggestions welcome.

 

Publicado 22 de set. de 2021 · rajesh

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