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Daniël Nieuwendijk

已加入2021年4月15日

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最后活动2025年1月23日

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Daniël Nieuwendijk 进行了评论,

评论Ticket management

What happens if ticket X from user A is merged into ticket Y from user B, and then ticket Y itself is closed without a follow-up ticket, after which user A responds to an outgoing email from ticket X? When a new ticket is created, will its requester be user A, or user B?

查看评论 · 已于 2025年1月07日 发布 · Daniël Nieuwendijk

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Daniël Nieuwendijk 进行了评论,

评论Team members and groups

So, what we've been doing is to have Groups that are aligned with Brands, with Triggers assigning tickets in Brand A to Group A, tickets in Brand B to Group B, and so on. Team members have roles that only allow them access to ticket in their own groups. 

 

If I understood the announcement correctly, using Department Spaces i.e. Brand membership would have pretty much the same result as what I've described, wouldn't it? 

查看评论 · 已于 2024年10月29日 发布 · Daniël Nieuwendijk

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Daniël Nieuwendijk 进行了评论,

社区评论 Feedback - Ticketing system (Support)

Agreed! Just a few days ago, we were having trouble finding out why all our licenses were used, although the number of users filtered by roles that SHOULD have a license suggested there should be one available license still. It turned out that one user that was turned into a Light Agent had had all but the Chat tickbox unticked, making them still take up a license. This was unintended and made us lose time trying to figure out what was wrong.

So yes, please create a "has license" filter.

查看评论 · 已于 2024年2月14日 发布 · Daniël Nieuwendijk

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Daniël Nieuwendijk 进行了评论,

社区评论 Feedback - Ticketing system (Support)

👆This feature would be a great improvement to Triggers. I run into this limitation regularly, when I just want to fire a trigger when a certain custom field is changed. Please add the tests that are already available for system fields also to custom fields:

查看评论 · 已于 2024年2月13日 发布 · Daniël Nieuwendijk

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Daniël Nieuwendijk 进行了评论,

社区评论 User Groups

I'd be interested in viewing the recording, too.

查看评论 · 已于 2023年11月13日 发布 · Daniël Nieuwendijk

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Daniël Nieuwendijk 进行了评论,

社区评论 Q&A - Objects, workspaces, and rules

Wouldn't this work?

查看评论 · 已于 2023年8月03日 发布 · Daniël Nieuwendijk

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Daniël Nieuwendijk 进行了评论,

社区评论 Feedback - Admin Center

I feel your pain. We too have many (too many) ticket fields! However, I've found that, actually, you CAN "type to search" . Only thing is, after you've clicked the dropdown, you must prefix the ticket field name you are typing with "ticket: " (which is how they are listed in the dropdown) and you have to type relatively fast. 

That said, I support your suggestion to use out the improved UI also in Automations.

查看评论 · 已于 2023年5月09日 编辑 · Daniël Nieuwendijk

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Daniël Nieuwendijk 创建了一个帖子,

帖子 Feedback - Admin Center

I would like to be able to use incoming emails' headers, such as To (and I suppose From and CC as well) as trigger conditions. 

Use case:

I want tickets received via aliases to be assigned to the brand which is associated with the mailbox. We have, let's say, support@domain.com and service@domain.com, belonging to the same mailbox. The "support" alias is the primary one and is how the mailbox shows up in Channels, associated with Brand XY. Currently, tickets via the secondary alias "service" will be assigned to the default brand instead of to XY. Zendesk only offers a non-supported way with major caveats to deal with aliases to resolve this. issue.

Alternatively, Zendesk could make the entire headers available as a condition and offer a RegEx operator.

已于 2023年3月22日 发布 · Daniël Nieuwendijk

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Daniël Nieuwendijk 创建了一个帖子,

帖子 Feedback - Ticketing system (Support)

As outlined in your post Why don't timestamps in the agent interface always match the UTC timestamp?, timestamps that were set outside DST / Summer Time are shown differently after the current timezone has shifted into DST/Summer Time.

Example: a ticket comment was added at 10:00 in December, during CET*, outside of Summer Time. At the moment of writing this forum post, we are in CEST**. When I view the ticket comment in Zendesk Support UI, it shows a timestamp of 11:00. I would expect to be shown 10:00.

 

* Central European Time, which is UTC+1 and extends (roughly) between end of October and start of April.
** Central European Summer Time, which is UTC+2

已于 2022年7月26日 发布 · Daniël Nieuwendijk

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Daniël Nieuwendijk 进行了评论,

社区评论 Q&A - Tickets and email

Hi Neil,

Thanks for engaging! I'd like to be able to go from this:

to something along the lines of this:

I find that the column of whitespace on the left is unnecessary. As becomes clear from the second picture, removing the whitespace makes it possible to fit quite a bit more text on the screen.

查看评论 · 已于 2022年2月15日 发布 · Daniël Nieuwendijk

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