Avatar

William Bray

  • Atividade total
    58
  • Última atividade
  • Membro desde
  • Seguindo
    0 usuário
  • Seguido por
    0 usuário
  • Votos
    19
  • Assinaturas
    21

Visão geral da atividade

Atividade mais recente por William Bray
  • Avatar

    William Bray comentou,

    I second this request.  We frequently (daily) have users try to chat with "helpdesk", which results in a suspended Zendesk ticket saying "Sally is trying to reach you in Microsoft Teams."  But sinc...

  • Avatar

    William Bray criou uma publicação,

    Issue with Agents taking tickets from other groups

    Having a bit of a hard-to-explain issue here.  We have about 115 agents spread across 30 groups.  Often those agents are requesters to tickets in other groups of which they are not members.  Two th...

  • Avatar

    William Bray criou uma publicação,

    Use Group Description placeholder in Trigger emails

    Respondida

    Is it possible to use a group's description (not name) in trigger/automation emails?  Although there isn't a placeholder in the placeholder reference guide, I tried using {{ticket.group.description...

  • Avatar

    William Bray criou uma publicação,

    Splitting Single Brand into Multiple Brands

    Hi!  I'm looking for some advice on splitting one brand into multiple brands.  We currently have 20 groups, 60 agents, and 150k tickets.  Some of our growing pains have included being unable to sen...

  • Avatar

    William Bray comentou,

    Hi Dan, and thanks for the suggestion.  I did that for a few users as a short-term solution.  It would be more ideal to handle it dynamically (without having to add a separate trigger for each agen...

  • Avatar

    William Bray criou uma publicação,

    Notification to previous agent

    Respondida

    Hi there, In our organization I'm seeing quite a few instances of tickets already assigned to an agent being "taken" from another agent.  I'd like to setup an email notification to the agent losing...

  • Avatar

    William Bray criou uma publicação,

    Secure Email Notifications

    Hi community, I'm wondering if anyone could share some ideas around handling sensitive information in ticket email notifications.  Normally in a standard email environment we'd just send a secure e...

  • Avatar

    William Bray comentou,

    I'd like this feature as well.  We see a couple of use cases in our org.   1. Trigger to tag tickets that have attachments.  This could be used in views, notifications, etc. 2. Trigger an HTTP targ...

  • Avatar

    William Bray comentou,

    @Zendesk, is there any update to adding the ability to assume agent roles?  Marci's comment in 2016 describes precisely my use case as well.  I know there are lots of issues to consider when adding...

  • Avatar

    William Bray comentou,

    I'd like to throw my two cents in.  I agree that agents shouldn't be able to rate tickets in their own group or ones to which they are assigned.  But we have several departments using ZenDesk in th...