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Amber Barnes

已加入2021年4月15日

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最后活动2024年2月08日

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的最新活动 Amber Barnes

Amber Barnes 进行了评论,

社区评论 Feedback - Reporting and analytics (Explore)

Yes to ALL OF THIS. 

查看评论 · 已于 2021年12月06日 发布 · Amber Barnes

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评论Using Built by Zendesk apps

Will this have any affect on tickets coming from the help center? We want to be able to set the address automatically when someone submits via a certain form. We haver email confirmations to confirm submission is received but it all just sends out via the default address which is becoming problematic. Was hoping this app could help resolve that but seems like the address is only applied once an agent enters a ticket?

查看评论 · 已于 2021年8月25日 发布 · Amber Barnes

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Amber Barnes 进行了评论,

社区评论 Feedback - Help Center (Guide)

DEFINITELY a NEED! 

查看评论 · 已于 2021年7月14日 发布 · Amber Barnes

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社区评论Discussion - Zendesk on Suite best practices

I have had issues with using the filter for tag exclusion. I built a query that I wanted to exclude tickets that had certain tags, so I added a tag filter and excluded those tags. The query however would still return tickets that contained those tags. I reached out to Zendesk support and they suggested the calculated attribute instead. I will be trying that but just wanted to mention my issue with the filter way of going about this. 

查看评论 · 已于 2021年6月16日 发布 · Amber Barnes

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社区评论 Feedback - Ticketing system (Support)

Yes please help us on this Zendesk. This is an increasingly frustrating issue and is limiting our ability to scale in an effective manner for agents. The third-party app that is recommend is not a cheap alternative either when this should be basic functionality. Really hope to see this happen in the near future!

查看评论 · 已于 2021年4月26日 发布 · Amber Barnes

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Amber Barnes 进行了评论,

社区评论 Feedback - Ticketing system (Support)

Yes I love this solution. Categories were helpful with triggers so this solution is right up to par with that.

查看评论 · 已于 2021年4月26日 发布 · Amber Barnes

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评论Business rules

Will automations ever be brought up to par with triggers? The automation build page is archaic. Not being able to search for the conditions/actions is so difficult, especially when you have a lot of custom ticket fields like my company.  I just spent 10 minutes building a trigger that should have took me 1 because of having to comb through the drop-down list. 

查看评论 · 已于 2021年3月15日 发布 · Amber Barnes

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评论Salesforce integration

@... - We are going to use the formula field work around to strip subdomain from website, but that means we lose the ability to have multiple domains in a field as you suggested right?  Pre-integration we would create and update organizations every time we added a new customer, and email domains need to be preserved (30k + orgs). This is information we don't capture in salesforce either. So just to confirm, there isn't a way in the integration to just ADD to the existing domain list in ZD, only over-write completely?

查看评论 · 已于 2021年3月08日 发布 · Amber Barnes

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Amber Barnes 进行了评论,

评论Salesforce integration

I'm having a bit of trouble with domain mapping. In Zendesk we have a number of organizations that have multiple domains associated with them. The data sync only allows for one to be mapped and will just overwrite vs add to the list.

Also, sync to domain allows for invalid formats. For example, we tested syncing SF account website sync we don't capture company domain and more often than not, the website domain matches their company email domain. We found that subdomain is NOT stripped from the url though and Zendesk will not associate users if it is in that format. 

Not sure how to work around this. We could just not sync email domain but given we have many accounts and they are constantly being created, the manual upkeep is near impossible. Most SF contacts will be synced in the Contact Sync but we have plenty occurrences of non-contacts reaching out via email under their company domain. 

Any potential solutions/workarounds?

查看评论 · 已于 2021年3月05日 发布 · Amber Barnes

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Amber Barnes 创建了一个帖子,

帖子 Feedback - Ticketing system (Support)

We have a number of use cases where agents are creating tickets to the same requester quite frequently. It would be very useful for there to be an option to set requester with the macro actions. External CC's as well. 

What is the current technical limitation to this? Or just not something that seemed useful enough to implement?

已于 2021年2月18日 发布 · Amber Barnes

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