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Ben Hammond

Entrou em 28 de dez. de 2021

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Última atividade em 14 de fev. de 2023

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Ben Hammond comentou,

ComentárioUsing Built by Zendesk apps

I see others have brought up the fact that the app was cloning Internal comments as Public comments. In our testing, it appears Internal comments aren't being cloned at all now. Was this because of the Public comment issue? Any plans on fixing this feature so Internal comments are cloned, but remain Internal? 

Exibir comentário · Publicado 18 de ago. de 2022 · Ben Hammond

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Ben Hammond criou uma publicação,

Publicação Feedback - Ticketing system (Support)

We have a few teams who have encountered users in states/countries with certain privacy laws who are requesting to remove some of their information from our systems (phone numbers, location, etc.). While the information can be removed from the ticket fields, it's still present in the Event logs. It would be useful if there was a way to redact this information from the Event logs as well so we can ensure we're completely removing any trace of it from the system. 

Publicado 01 de abr. de 2022 · Ben Hammond

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Ben Hammond comentou,

ComentárioManaging your email

Is there currently any way to receive a notification if a forwarding address begins to fail?

We had a situation in the recent past where a support address on our Google side was updated without us being informed, so tickets stopped coming through. It would be helpful if in these instances Zendesk would share an alert that a support email had stopped working. 

Thanks!

Exibir comentário · Publicado 31 de mar. de 2022 · Ben Hammond

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Ben Hammond criou uma publicação,

Publicação Feedback - Admin Center

It would be extremely helpful to see someone's role in the view (I know this has been requested before) and whether they are suspended or active. You can currently see suspension status in the production admin panel and cleaning up licenses will be tough without being able to see this. 

It would also be great to be able to filter out certain roles (eg. filter out all light agents so we're only seeing licensed agents) with one click. We have quite a few roles so having to click each individually is tedious. This would help to quickly identify licensed team members who haven't logged in in a while to free up licenses that way as well. 

Editado 28 de dez. de 2021 · Ben Hammond

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