mfg
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mfg criou uma publicação,
Placeholder use in templates - custom user fields aren't working
I'm having trouble with adding custom user fields to my templates in proactive tickets. Other fields are showing up correctly from the template: ticket.assignee.name{{ticket.assignee.name}} ticket....
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mfg criou uma publicação,
Schedule individual reports
I have a few groups that need reports like backlog reports and reports about tickets from specific requesters. Frequently they need multiple reports like this. While having a dashboard that they go...
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mfg comentou,
How does Zendesk process the difference between 'string' and 'thisstring'? That is to say, if I have a condition that looks for 'string' and one that excludes 'thisstring', will it still return 'st...
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mfg criou uma publicação,
Field tooltip in form details page
I receive frequent requests from many different groups for adjustments or refactors to their forms, including new fields, edits to old fields, reorders, and new conditions - with many forms having ...
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mfg criou uma publicação,
Do private groups' tickets pass through to Salesforce?
An agent showed me today that although they don't have access to Zendesk tickets outside their groups (working as designed) in Zendesk, they are able to access those tickets in Salesforce. In part,...
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mfg comentou,
To add on to Kristian Tungland's comment above, for all the people whose software may be audited - Org edit means agents can add themselves to private groups. Phrased differently, if your agents ...
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mfg comentou,
It seems like the ticket access permission and the new "private" group feature is derailed if an agent has need of adding organizations for new end users, since that includes group edit permissions...
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mfg comentou,
Ah, thanks :) You're right. I guess maybe this should be a feature request for WCAG compliance in the Explore interface
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mfg comentou,
good to know! i'm going to need to inform my agents. I was not aware of this, hopefully its in the documentation somewhere and I just happened to miss it.
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mfg criou uma publicação,
Metric filter in Explore is too sensitive
I'm looking at less used SLA policies so that we can consolidate or make other adjustments - ones where they were only applied fewer than 200 - 300 times. Since my dataset is for > 43k tickets, it ...