Jennifer Rowe

1. Comunidade
2. Support - User Tips & Tricks
3. Macros: Giving different responses based on ticket content

Good one! Thanks, Graeme!

• Visualizar comentário
• Jennifer Rowe
• Criado 11 de novembro de 2019 21:58
• 0 voto

1. Zendesk updates
2. Announcements
3. Current and upcoming Zendesk betas

New EAP for you! Taking signups now but not opening for a little while. Multiple group views Administrators can create views and share them with multiple groups of agents. Previously, administrator...

• Visualizar comentário
• Jennifer Rowe
• Criado 23 de outubro de 2019 23:59
• 0 voto

1. Comunidade
2. Support - Business Rules - Triggers, Macros, & Automations
3. Maximum limit for "Ticket: Hours since solved"

Hi Daniel, You're running into an inborn system ticket rule--tickets are automatically closed 28 days after set to solve. You can shorten that time with a business rule, but you can't lengthen that...

• Visualizar comentário
• Jennifer Rowe
• Criado 18 de outubro de 2019 19:38
• 1 voto

1. Guide
2. ...
3. Using the knowledge base in Help Center
4. Creating management permissions to define agent editing and publishing rights (Professional and Enterprise)

That is correct, Sergio. On Professional, you grant agents Edit and Publish permissions together. So any agent with permission to edit and publish, can create an article and publish it without an a...

• Visualizar comentário
• Jennifer Rowe
• Criado 18 de outubro de 2019 16:07
• 0 voto

1. Guide
2. ...
3. Using the knowledge base in Help Center
4. Creating management permissions to define agent editing and publishing rights (Professional and Enterprise)

Hi Sergio, "Approve" is an action associated with workflow states on Team Publishing, which is an Enterprise only feature. https://support.zendesk.com/hc/en-us/articles/360000716047-About-Guide-Tea...

• Visualizar comentário
• Jennifer Rowe
• Criado 18 de outubro de 2019 15:50
• 1 voto

1. Guide
2. ...
3. Using the knowledge base in Help Center
4. Creating management permissions to define agent editing and publishing rights (Professional and Enterprise)

Hi Sergio, It means that you cannot give agents permission to do those actions (mostly because the features are not available on Professional plan). Guide managers always have permission to take th...

• Visualizar comentário
• Jennifer Rowe
• Criado 18 de outubro de 2019 15:43
• 0 voto

1. Gather
2. Getting started with Gather
3. Getting Started with Zendesk Gather

Hi Mary Paez! The @mentions feature will be rolled out to all existing Guide accounts with community by the end of October, so I'm not sure if your account has it yet. You should not see the users ...

• Visualizar comentário
• Jennifer Rowe
• Criado 9 de outubro de 2019 18:17
• 0 voto

1. Gather
2. Getting started with Gather
3. Getting Started with Zendesk Gather

Hi Mark Menjivar! I'm not sure I understand your question, but I'll try to answer! If you were a Guide professional or enterprise customer with an active community, then you were automatically put ...

• Visualizar comentário
• Jennifer Rowe
• Criado 9 de outubro de 2019 17:59
• 0 voto