Raman Kalia

Why can't a clone of light agent be a light agent but a paid license. I have created a clone of light agent and allowed it to access tickets organization wide. But, the moment I map a user to this cloned role, it consumes a paid license. Ironically, as per Zendesk, a clone of Light Agent will not be considered same as the original. Second, it is not about the permission as one can change permission of the default role for organization access. A conundrum whether to call it silly or malicious on Zendesk's part.

Hi,

Indeed this thread would have helped many. I have also been able to send emails with varying footer (banners) based on ticket’s brand. While distinct footers successfully deliver to end users, it’s the agents that receive email notifications without the banner. Instead they get default footer text. Any idea why?

Just for information, I’m having 5 brands. for three I use triggers to format the email body, Out of remaining two, one (the last one) has two footers that are sent based on the brand the ticket belongs to. Just to remind end users are getting them but the agents don’t.

Thanks

Hi,

Adding my use case from the community post:

Many organisations have contracted us and we are supposed to provide services to them. Service can only be rendered for the period of contract, which must reflect in the ticket by date of start or end of contract so decision making at agent level can happen. Contract dates must be defined at the organisation level as there can be anyone from client's domain email address raise the ticket. When raised, ticket must automatically pick up the date value (ie. start or end date of contract) from the organisation. This is because, other parameters like text, drop down, checkbox values can be copied automatically if custom ticket fields carry tag names same as of the organisation's "field key". But when it comes to passing on values from a custom 'date' field organization organisation to ticket's date field, system fails miserably to do so.

Such a facility is important in applying appropriate workflow / trigger / automation / macro to the ticket. Any ticket, which is past expiry date of contract may need to be directed to sales instead of support. Alternatively, agent can take a decision if to address the ticket based on the date of start of end of contract.

Web widget we have can search Zendesk articles based on credentials of the user who logged into our website. But it fails miserably in carrying the user's credentials when article is expanded from the widget as It asks the user to login again. The transfer should have been smooth.

Anyone got success in finding a solution to it.

Hi,

There is a need to fix the vulnerability poised by the Zendesk ticket rating URL/page. An interceptor page can submit rating on user's behalf without user's consent. Rating is submitted for the last of the two rating links, which mostly is for 'Bad' rating. While it impacts rating calculation, it can be exploited by the organisations to get +ve ratting by simply switching the position of the two rating URLs, i.e. placing +ve rating link afterwards.

A workaround by Zendesk (https://support.zendesk.com/hc/en-us/articles/115012836948-Why-am-I-receiving-unexpected-bad-satisfaction-ratings-) says that please replace the rating placeholders, specific to rating type to one that doe snot pre-select rating, when clicked, which defies the purpose of having two separate links in ticket.

A permanent solution should be provided by Zendesk, e.g. captcha etc. to solve this problem.