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Graham Ferguson

Entrou em 31 de mai. de 2022

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Última atividade em 02 de nov. de 2023

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Graham Ferguson comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

This is a huge issue. For example we often have to get .HAR files but this contains sensitive data that we would like to automatically remove for SOC2 compliance etc

Exibir comentário · Publicado 02 de nov. de 2023 · Graham Ferguson

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Graham Ferguson comentou,

ComentárioReporting and analytics for help center

I agree with Jessica Peck - is there a way to build this metric in Explore?

Exibir comentário · Publicado 03 de mar. de 2023 · Graham Ferguson

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Graham Ferguson criou uma publicação,

Publicação Q&A - Users, groups, and organizations

I have a requirement to be able to show common items such as an organization's Account Manager, Customer Success Manager etc and other custom data held in the organization.

Is there any way to display this on a page or in a user profile to make the experience more personalized?

Publicado 07 de fev. de 2023 · Graham Ferguson

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Graham Ferguson criou uma publicação,

Publicação Q&A - Users, groups, and organizations

We have thousands of organizations in Zendesk and more added automatically via Salesforce. Currently, I have to manually update the permissions on an org to allow users to see all tickets/add comments as this is not the default.

I cannot see any way to trigger an update to these fields and manually updating via bulk import doesn't seem scalable.

Ideas?

Publicado 07 de fev. de 2023 · Graham Ferguson

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Graham Ferguson criou uma publicação,

Publicação Q&A - Apps and integrations

We use JIRA extensively and I would love to be able to take key fields such as ID etc and place them in custom ticket fields so they can be added to views, reports etc. Does anyone know if this is possible or would this need to be done in the integration mapping itself?

Publicado 13 de jan. de 2023 · Graham Ferguson

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Graham Ferguson criou uma publicação,

Publicação Q&A - Help center and community

Hi,

I would like a way to make it mandatory for agents to have to request a KB article if none exists before being able to mark a case as solved i.e. no article exists or was not used in the ticket.

While we are trying to encourage agents to do this via training we see this as vital to make knowledge at the heart of what we do so this would help enforce this process.

Any thoughts?

Editado 11 de dez. de 2022 · Graham Ferguson

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Graham Ferguson criou uma publicação,

Publicação Q&A - Reporting and analytics

I am looking for any examples of how someone may have gone about building out a dashboard in Explore which is essentially a KPI scorecard using the standard traffic light scoring system i.e. red, amber and green for performance against standard metrics i.e. occupancy, average resolution time etc.

Publicado 03 de dez. de 2022 · Graham Ferguson

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Graham Ferguson comentou,

ComentárioCustomer portal

There is no code attached to this article....

Exibir comentário · Publicado 30 de nov. de 2022 · Graham Ferguson

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Graham Ferguson criou uma publicação,

Publicação Q&A - Tickets and email
I have a number of automations sending notifications to customers. While I can add the tag is there any option to have the message included in the messages view (private/public) of a ticket to give a better view of all customer comms to the agents.

Publicado 24 de nov. de 2022 · Graham Ferguson

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Graham Ferguson comentou,

ComentárioSalesforce integration

Is there any way not to require the assignee to be selected. We are using omnichannel routing and want to have Zendesk assign and not an individual?

Exibir comentário · Publicado 11 de nov. de 2022 · Graham Ferguson

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