Sydney Neubauer

1. Comunidade
2. Feedback - Ticketing System (Support)
3. Ability to Use Phone Numbers as Conditions in Triggers/Automations

+1 This is a must for our team now. We are using triggers to look for ticket COMMENTs with the specified number but the issue this causes is that if someone submits a ticket and their signature inc...

• Visualizar comentário
• Sydney Neubauer
• Criado 2 de junho de 2023 21:53
• 0 voto

1. Comunidade
2. Feedback - Ticketing System (Support)
3. Agent Statuses

Hi Georgi we had the same issue. We were able to get something similar to work. We weren't able to use the OOO app at all as it would not meet our needs. Here is what we ended up doing: Create a c...

• Visualizar comentário
• Sydney Neubauer
• Criado 31 de maio de 2023 15:25
• 0 voto

1. Comunidade
2. Feedback - Ticketing System (Support)
3. Agent Workspace conversation line breaks/color coded replies

+1 I made this post while at another company. This is still a paint point for teams. Espcially when a requester replies and it includes everything from the previous comments so it becomes even hard...

• Visualizar comentário
• Sydney Neubauer
• Criado 26 de maio de 2023 22:07
• 1 voto

1. Comunidade
2. Feedback - Ticketing System (Support)
3. Allow New Fields to be Added to the User Requested Field Section

+1 as I can see there being many more useful fields (priority, custom fields Brand, etc)

• Visualizar comentário
• Sydney Neubauer
• Criado 23 de maio de 2023 21:21
• 1 voto

1. Zendesk updates
2. Announcements
3. Announcing semantic search in Guide

+1 to Stephen Belleau's question I am also curious about the rollout plan as I am not sure if this is a typo where the announcement was AFTER rollout began. Is that correct?

• Visualizar comentário
• Sydney Neubauer
• Criado 18 de maio de 2023 22:59
• 0 voto

1. Comunidade
2. Feedback - Voice (Talk)
3. Prioritize One Type of Call Over other calls within an IVR.

+1 we definitely have this need as one of our teams is Bilingual. 1 goes to english and 2 goes to french. As our entire team speaks English and only few speak French, we are wanting the French sele...

• Visualizar comentário
• Sydney Neubauer
• Criado 18 de maio de 2023 22:17
• 1 voto

1. Support
2. ...
3. Best practices and recipes
4. Best practices for removing agents

Gabriel Manlapig Thanks for providing that documentation! I do think that should be listed somewhere in this article as it does come into play for offboarding I also want to clarify, does that mean...

• Visualizar comentário
• Sydney Neubauer
• Criado 18 de maio de 2023 15:27
• 0 voto

1. Support
2. ...
3. Best practices and recipes
4. Best practices for removing agents

Gabriel Manlapig That is interesting as that is not what is happening in our instance. And it looks like others were told the same thing: https://support.zendesk.com/hc/it/community/posts/464391925...

• Visualizar comentário
• Sydney Neubauer
• Criado 16 de maio de 2023 14:36
• 0 voto

1. Support
2. ...
3. Best practices and recipes
4. Best practices for removing agents

I am looking for documentation regarding the behavior when you offboard an Agent but DO NOT reassign the tickets. Where do they go? From a support ticket we were told that the tickets are reassigne...

• Visualizar comentário
• Sydney Neubauer
• Criado 15 de maio de 2023 20:43
• 0 voto

1. Comunidade
2. Feedback - Ticketing System (Support)
3. Allow Admin to Select Behavior of Solved Tickets When Offboarding an Agent

+1 we are running into this all the time as offboardings are a very manual effort with a lot of steps and it can be forgotten.

• Visualizar comentário
• Sydney Neubauer
• Criado 15 de maio de 2023 20:39
• 1 voto