Heather Rommel
Zendesk manager specializing in custom triggers, automations, macros, Guide, KPI reports and best practices. www.zenmasteradmin.com. @zenmasteradmin
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Seguindo3 usuários
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Atividade mais recente por Heather Rommel-
Heather Rommel comentou,
Hi Felicia Reid, Yes! Just add the placeholder into your Solved ticket trigger. I recommend turning off the automation if you do that so the customer doesn't get asked twice...unless you want it t...
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Heather Rommel comentou,
Hi Peder, Yes it is! Or you can exclude them by adding a tag and then excluding that tag from the automation.
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Heather Rommel comentou,
As a full time Zendesk Administrator, I need to make sure my changes are working as expected. One of the best ways to test is to look at my changes from the end users' perspectives. This way I can ...
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Heather Rommel comentou,
Hi Vanessa, We ran into the same thing! I don't have the magic answer on how to make Zendesk separate each call from a withheld number. But from an Agent cleanup perspective, what we've done is ren...
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Heather Rommel comentou,
Hi RH, I'd suggest you do a nice full training for your Agents :D Also you might want to consider NOT allowing Agent forwafding -- Basically Zendesk can either set the Requester on a forwarded emai...
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Heather Rommel comentou,
Hi Maruthi Kavi, It doesn't seem like Zendesk allows restriction of elements of a ticket. However, you can restrict Agents' access to certain tickets based on what group they are in. More on how to...
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Heather Rommel comentou,
Hi Austin Tarver, That's no good! Must be frustrating... Are you able to find anything in the email(s) that look funny? I'd check maybe the headers and text content. See if something is wonky (wonk...
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Heather Rommel comentou,
Hi Sreeni, I hope you can hang in there with me - I have something similar in place that might be a good starting point for you.... We had a need to automatically CC a specific email for each Orga...
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Heather Rommel comentou,
I'd have to agree with Andrew. I suggest a dropdown field for What country are you from" which will automatically add a tag that you can configure as you add the dropdown!
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Heather Rommel comentou,
Hi shilpa shetty, Depending how you have your Zendesk set up, you can do this in a couple ways (and maybe a couple more that I missed so maybe someone else has an idea too!). The tricky part will b...