IVAN KATALINIC

Hi Jacob the Moderator and apologies for a delay in my reply.

Appreciate you expanding on the point in detail, the options are now perfectly clear :)

All the best! - Ivan

Agree with Judy's comment above. On top of the naming convention being confusing and instilling distrust, I am ending up browsing comment sections like these to find answers to my questions about how a given metric actually works - because they are not even described in well enough detail in Zendesk articles.

Hi Jacob the Moderator,

Can you please rephrase your instructions? Honestly, find the wording hard to grasp and understand whether you've found a solution that works or is this something that you've only tried?

Also, not understanding the second paragraph part about "Unless the agent actively makes the message private..." at all.

Best - Ivan

Thank you Anne,

So just to double check one thing - Once an agent gets downgraded to the Light Agent role, the tickets which were previously assigned to him - Do they all become unassigned or do they end up assigned to some "default agent" ?

If it is the case that they become unassigned, what can I do to reassign them before downgrading the agent?

In this case, the agent has some 6,000 tickets assigned to him.

Best - Ivan

We merge many tickets each day. The current settings make no sense for us.

We would like to set it so that by default, the checkboxes are unchecked and the customer does not receive the notification.

Guys, this is super important. We need to be able to un-merge tickets. Please.

Very basic feature, should be implemented ASAP.

Please don't let it continue sitting just as a request for many more years to come. This is better described as a bug report than a feature request.

What happens to already Closed tickets that the agent was Assigned to?

What happens to Public Comments that the agent made before being downgraded to the Light Agent role?

Thanks

I agree with this ID having to be more hidden or even removed.

It is absolutely jarring to see it at the footer of emails, even after removing the HTML and text footers from within Email settings, which I've done to remove the "This email has been sent using Zendesk..."

Having switched from another Helpdesk solution to Zendesk just recently, we are sure to have some customers asking questions and expressing concern around future emails we'll be sending them just because of this encoded_id.

It should be hidden or removed.

Really wanting to be able to use the app to export ALL end users with their associated ID and email, not just the 1st page or 100 results at a time.