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Denise von femSense
Entrou em 14 de abr. de 2022
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Última atividade em 14 de nov. de 2024
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Atividade mais recente por Denise von femSense
Denise von femSense comentou,
Hi,
How can you adjust the data filter in the new Dashboard builder? In the old Dashboard builder you were able to choose a display name, if multiple selections should be possible, different sorting options of the data and displaying the selected data.
I cannot find any of these options with the new builder??
Exibir comentário · Publicado 14 de nov. de 2024 · Denise von femSense
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Denise von femSense comentou,
+1 for this
I am again stunned that Zendesk has not implemented the simplest of functions
Exibir comentário · Publicado 06 de set. de 2023 · Denise von femSense
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Denise von femSense comentou,
I am trying to figure out how to display the percentage of tickets with a certain tag. But everytime I select this individual tag, it just shows this tag as 100%.
It works when I add "ticket tag" as attribute, but as soon as I select an individual tag (for example "united_states") it adjusts the circle so, that this tag is used as 100%.
Exibir comentário · Publicado 30 de mai. de 2023 · Denise von femSense
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Denise von femSense comentou,
Hi Sabra,
Thank you for your answer. Is there a way to see all tags of tickets with a specific tag?
For example I want to see all tags of tickets which include the tag "united_states".
Exibir comentário · Publicado 30 de mai. de 2023 · Denise von femSense
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Denise von femSense criou uma publicação,
Hi,
I want to know how many tickets with tag A also have tags B and C. For example I have tickets with the tag productfeedback and I want to know how many of the tickets with this tag also have the tags new_feature and optimization.
How do I do that? For everything I tried, Explore just shows me all of them combined in one circle diagram.
Publicado 09 de mai. de 2023 · Denise von femSense
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Denise von femSense comentou,
How can I grant an agent the permission, to assign another agent of a different group?
Exibir comentário · Publicado 21 de abr. de 2023 · Denise von femSense
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Denise von femSense comentou,
Hi Gabriel,
Thanks for this addition. From what I have found in my search, this is only available for Enterprise. We use Professional.
Exibir comentário · Publicado 13 de abr. de 2023 · Denise von femSense
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Denise von femSense comentou,
Hey Oliver,
Thank you! Unfortunately we are not using Enterprise, only Professional. But your tip regarding using triggers was really helpful!
Exibir comentário · Publicado 12 de abr. de 2023 · Denise von femSense
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Denise von femSense criou uma publicação,
Hi,
Long story short – we need to forward tickets received at a specific channel (a specific e-mail address to be precise) to a group of agents.
I have tried to google it and also tried it myself in Zendesk using automations. I am unable to make it work.
In addition to that, I would like for this specific group to only be able to have access to these tickets. Is there a way to do this?
Publicado 12 de abr. de 2023 · Denise von femSense
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Denise von femSense criou uma publicação,
As the title says, I have noticed that Answer Bot only suggests articles based on the subject of a ticket and not the description (the actual ticket).
Since our developer created the ticket form so, that the brand name is by default in the subject (which is needed so that we can automatically differ between brands as per Zendesk), most clients do not change the subject (even if they could).
But even if the client changes the subject, the whole description is still way more meaningful than a "I have a problem with your app" for example.
This results in more tickets which have to be answered by an agent than necessary, simply because Answer Bot suggest no or wrong/ unhelpful articles.
I have created a ticket based on this topic. The reply from Zendesk was that they asked their IT and it is not possible to change the Answer Bot so it suggest articles based on the description of a ticket. They also told me to create a post here to ask the community if they found a workaround.
Publicado 05 de jan. de 2023 · Denise von femSense
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