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Steve Steffel
已加入2021年4月16日
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最后活动2024年10月17日
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的最新活动 Steve Steffel
Steve Steffel 进行了评论,
This is a wonderful and very useful feature for us! One question: Can dashboard restrictions be copied to multiple dashboards? For example, maybe my restriction is "Group ABC" and it's a filter on ticket group with values "Group A", "Group B", "Group C". I'd like to reuse that filter across different dashboards instead of recreating it. Is that possible? Thanks!
查看评论 · 已于 2023年1月31日 发布 · Steve Steffel
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Steve Steffel 创建了一个帖子,
We have our product documentation hosted outside of Zendesk, so being able to surface it for customers as they create a ticket would be great. The crawler used to gather external content for federated search in Guide seems like it would work, but external content isn't available for this type of search yet.
已于 2022年11月29日 发布 · Steve Steffel
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Steve Steffel 进行了评论,
Hello! Will external content show up in the customer side of the ticket request form? That would be massively helpful for us (as well as appearing in the agent workspace, which it looks like it will). Thank you!
查看评论 · 已于 2022年11月08日 发布 · Steve Steffel
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Steve Steffel 进行了评论,
I wanted to come and add my support for this idea. We have groups in different countries, and if an agent makes an outbound call and forgets to switch to the correct number, they're suddenly making an international call to a customer. Depending on the number of outgoing calls, there's a pretty big chance for someone to miss that they're calling out of the wrong phone line.
I like the idea of setting the default by group, though I understand this would get confusing for agents in multiple groups. A field in the agent profile that's a dropdown for default Talk outbound line would be perfect.
Thank you!
查看评论 · 已于 2022年8月16日 发布 · Steve Steffel
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Steve Steffel 进行了评论,
Just wanted to add that I'd also love this feature. Right now I have 15 different reports for support team leads in our company which has turned out to be a lot of work to update with even very simple changes. If I could just define that a team lead has permission to view tickets assigned to this list of people (and the same for other datasets) that would be great. Then I would be able to have one report and still be assured that it follows our privacy restrictions.
查看评论 · 已于 2020年11月16日 发布 · Steve Steffel
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Steve Steffel 进行了评论,
Just adding that we'd also love this to be separate permissions. We would like agents to update organization fields as needed, but the fact that allowing them to do this also allows them to delete the organization and add a new one (both of which mess up connections with other systems) is frustrating. Not to mention how agents should not be messing with internal groups at all as that can affect routing, reports, etc. Our options right now are to restrict all the permissions to a small group and burden them with changes needed by everyone, or just risk having people make changes they shouldn't.
查看评论 · 已于 2020年11月10日 发布 · Steve Steffel
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