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Chris Malarky

已加入2021年5月13日

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最后活动2022年2月10日

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Chris Malarky 进行了评论,

评论End users and organizations

查看评论 · 已于 2021年8月03日 发布 · Chris Malarky

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社区评论 Feedback - Ticketing system (Support)

Great, thanks Heather, and the same to you!

查看评论 · 已于 2021年7月30日 发布 · Chris Malarky

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Chris Malarky 进行了评论,

社区评论 Feedback - Ticketing system (Support)

Hi @...,

The second option there, "Can view tickets from user's org", allows that specific user to view any ticket in the Org, but not add any comments.

If you do it at the Org level, once you have said that all Org users can view all tickets, you also get the option to allow them to add comments too.

This means that you have three options:

  • Some users can view all
  • All users can view all
  • All users can view and update all

What we're looking for is the ability to allow some users to view and update all, and at the same time allow all users to view (basically giving more privileges to a small amount of users).

I've gone and tested again, just to be sure, and if you set an individual user to "Can view tickets from user's org", they definitely cannot add comments.

查看评论 · 已于 2021年7月30日 发布 · Chris Malarky

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Chris Malarky 创建了一个帖子,

帖子 Feedback - Ticketing system (Support)

Sorry if this is a dupe, but didn't show up in a search...

As discussed in https://support.zendesk.com/hc/en-us/articles/203661976 the ability to only allow "Add Comments" at the Org level and not per-user feels backwards.

The usual request we get is that a select few admins at our customers want to be able to edit all tickets, and they are happy to have all users view all tickets, but never the other way around.

已于 2021年7月28日 发布 · Chris Malarky

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Chris Malarky 进行了评论,

评论End users and organizations

I realise that this has been mentioned a few times, but the ability to only allow "Add Comments" at the Org level and not per-user still feels backwards.

The usual request we get is that a select few admins at our customers want to be able to edit all tickets, and they are happy to have all users view all tickets, but never the other way around.

Please consider this a feature request, thank you.

查看评论 · 已于 2021年7月28日 发布 · Chris Malarky

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Chris Malarky 进行了评论,

评论Ticket automation and collaboration

Hi @..., I can tell you that the CC Blacklist bug we found when we made the switch has been fixed.

I'm still not sure I would make the switch again, given the choice - we still seem to end up with agents in the CC list, even when they are already following (I *think* that happens when customers re-add their account reps on CC as they think they are missing - not sure there's much we can do about that though).

查看评论 · 已于 2021年3月15日 发布 · Chris Malarky

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