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Fernando

Entrou em 04 de ago. de 2023

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Última atividade em 22 de nov. de 2024

Zendesk Luminary

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Fernando comentou,

Comentário na comunidade Discussion - Tips and best practices from the community

I echo Brandon's concern on downstream impact.  Have you considered asking the end-user to send you an specific phrase hat can be used in a trigger to solve the ticket, like “Yes, please close”?

 

Exibir comentário · Publicado 18 de nov. de 2024 · Fernando

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Fernando comentou,

ComentárioPublishing and sharing dashboards

Not having PDF format as an option, is a huge regression.  how are existing dashboards going to be affected by this?

Jonathan Aniano Can you please help us address this regression on functionality?

Exibir comentário · Editado 21 de nov. de 2024 · Fernando

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Fernando comentou,

Comentário na comunidade Q&A - Tickets and email

You can follow the Brandon Team recommendation, and optimize the number of triggers required by Creating a single Trigger that removes all personal Tags on Reassignment in bulk, making sure that you place it above the trigger collection that adds personal tags

REMOVE All personal Tag On Ticket Reassignment
ALL Ticket is Updated; Ticket is less than Solved
ANY Ticket Assignee Changed from (All of your Staff)
ACTION Remove Tag (All of your Staff Tags)

Exibir comentário · Publicado 25 de dez. de 2023 · Fernando

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Fernando comentou,

Comentário na comunidade Q&A - Users, groups, and organizations

Tereza Hurychova I recommend that you download the Advanced Search App, which is free and built by Zendesk.  You can then put in the email of your customer in the Requester field, and even select the columns that you want to export

Exibir comentário · Publicado 10 de out. de 2023 · Fernando

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Fernando comentou,

Comentário na comunidade Q&A - Apps and integrations

You would need to have a service that supports PDF Generator APIs, and then leverage leverage the triggers to send the appropriate API call to that service.
I found this external article to be helpful on this matter

Exibir comentário · Publicado 10 de out. de 2023 · Fernando

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Fernando comentou,

Comentário na comunidade Q&A - Apps and integrations

Take a look at this article, as it may address what you are trying to accomplish:
https://support.zendesk.com/hc/en-us/articles/4408836523930-Printing-tickets

Exibir comentário · Publicado 09 de out. de 2023 · Fernando

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Fernando comentou,

Comentário na comunidade Discussion - Success with Zendesk

We have a Slack channel dedicated to notifying Engineering/Programing every time a Jira is created via Zendesk's integration.
All of those tickets follow a specific wording by the use of a macro.  Our managers subscribe to the channel above, and when a pattern is recognized, we leverage the Problem/Incident functionality and post an announcement in our Support channel notifying the team

Exibir comentário · Publicado 09 de out. de 2023 · Fernando

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Fernando comentou,

Comentário na comunidade Q&A - Help center and community

Ifra Saqlain, after a lot of tinkering I was able to add the script tag below at the bottom of the search_results.hbs with the following results:

  • Hide the Menu with Source and Category on the side
  • Select the Category by default
  • Show all Categories expanded

 

Exibir comentário · Publicado 05 de set. de 2023 · Fernando

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Fernando comentou,

Comentário na comunidade Q&A - Help center and community

Ifra Saqlain Do you know how I can modify the amazing code you provided to hide the Type section and show the By Category section expanded by default?

Exibir comentário · Publicado 31 de ago. de 2023 · Fernando

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Fernando comentou,

Comentário na comunidade Q&A - Workforce management

in addition to the aforementioned tools, I would also look at loris.ai, as they can evaluate 100% of customer 
conversations - automatically leveraging AI

Exibir comentário · Publicado 29 de ago. de 2023 · Fernando

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