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Tony Williamson

已加入2021年4月15日

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最后活动2024年4月16日

#LivingHiFi with HEART+SOUL You Can Hear

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的最新活动 Tony Williamson

Tony Williamson 进行了评论,

评论Getting started with Zendesk AI

I am tending to agree with TradeX Admin & Rusty Wilson here. Our organisation purchased Enterprise Licenses with Zendesk understanding we were purchasing 'The Delux' model. As a long time (>10 year) customer of Zendesk, it has been disappointing to find out tiers are created above and additional add-ons are now significant additional fees which were understood to be part of our plan. this is not the first time and is becoming a trend.

查看评论 · 已于 2024年1月18日 发布 · Tony Williamson

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评论Setting up and managing community

Hi Julio

With over 7 years of history - that is a very long, laborious, manual process with no easy way to identify which threads to adjust if like most people using Zendesk have limited or no knowledge or resources to have a developer perform an API call to grab the info required.

查看评论 · 已于 2023年4月10日 发布 · Tony Williamson

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Tony Williamson 进行了评论,

评论Setting up and managing community

We have over 7 years of topics and posts in our Community. How can we archive topics which have not been contributed for over 2 years without manually reviewing every post? I cannot see any way to do this to prevent 'dead' posts re-opening...

 

查看评论 · 已于 2023年3月27日 发布 · Tony Williamson

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社区评论 Feedback - Ticketing system (Support)

This is required here too - please do so... not interested in another monthly fee for a third-party product when the existing free Google Play Integration works well. Our ratings in Google Play turned around quite quickly - need this for iOS App store too.

 

查看评论 · 已于 2022年10月17日 发布 · Tony Williamson

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评论Suite basics

Customer Lists according to your documentation are available in legacy editions but no longer in Enterprise. As a long-term Zendesk customer, it is unfortunate that I now have to 'Contact our Sales Team' for a feature that used to be readily available that I did not yet have a need for until now since upgrading to a higher-tier platform. 

查看评论 · 已于 2022年8月23日 发布 · Tony Williamson

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评论Business rules

20 - wow 

I thought our 5 or 6 were a handful... happy to pay it forward

查看评论 · 已于 2022年4月27日 发布 · Tony Williamson

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评论Business rules

Hi Ola 

This is what we did in our Macros

{% if {{ticket.brand.name}}​ == 'Brand X' %}
{% assign kb = 'http://brandx.support.com' %}
{% elsif {{ticket.brand.name}}​ == 'Brand Y' %}
{% assign kb = 'http://brandy.support.com' %}
{% elsif {{ticket.brand.name}}​ == 'Brand Z' %}
{% assign kb = 'http://brandz.support.com' %}
{% else %}
{% assign kb = 'http://brand123.support.com' %}
{% endif %}

Hi

For further details - visit {{kb}} for 100s of FAQs already answered...

Thanks

Try it out

查看评论 · 已于 2022年4月27日 发布 · Tony Williamson

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社区评论 Feedback - Ticketing system (Support)

This is unfortunate and a real problem that has plagued me for years - I do not want Level 1 agents circumventing views by using the Dashboard. This really is a problem and should be looked at

查看评论 · 已于 2020年12月26日 发布 · Tony Williamson

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Tony Williamson 进行了评论,

社区评论 Feedback - Ticketing system (Support)

I'm with Joel regarding notifying the requester is a deal breaker...

There are a number suggestions to not just this problem but others where the response is 'just hack the JSON' which I understand, but many organisations, such as myself, don't have a resource to do so. This is why we are asking Zendesk to provide the solution...

 

查看评论 · 已于 2019年1月09日 发布 · Tony Williamson

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Tony Williamson 进行了评论,

社区评论 Feedback - Ticketing system (Support)

Simply adding "on-hold" to be included in the pausible updates would be a solution, or something more involved where there is an actual option in a ticket to deliberately pause an SLA.

This is really key - Pending means it's in the consumers court but on-hold means it is with us. In our case if the product we are supporting is a hardware issue, we have to send information to our various distributors to issue the warranty. So even though it is in our organisations court, the support team shouldn't be 'penalised' for violating the SLA as they are simply waiting for paperwork from others outside the Zendesk eco system.

 

 

查看评论 · 已于 2018年3月23日 发布 · Tony Williamson

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