最近搜索
没有最近搜索
Marleen de Smet
已加入2022年4月06日
·
最后活动2024年11月19日
关注
0
关注者
0
活动总数
71
投票
32
订阅
30
活动概览
标记
文章
帖子
社区评论
文章评论
活动概览
的最新活动 Marleen de Smet
Marleen de Smet 进行了评论，
Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
We really need to be able to set the default privacy for different brands instead of instance wide settings. Since we have different brands in one instance all our agents have asked for this feature.
What problem do you see this solving? (1-2 sentences)
This will create more efficiency for our agents. And it will reduce incorrect public replies for our agents.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
This problem happens on a daily basis. This is critical for our business as we have implemented new teams using the selling point that Zendesk is more efficient. However having to change the mode in the ticket every time is not very efficient.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
No because there is no workaround. Triggers and macro's can only change the mode after a ticket has been saved.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
I would like to be able to set the default per brand. Now we have to choose between public reply or internal note and it effects all our brands.
查看评论 · 已于 2024年4月23日 发布 · Marleen de Smet
0
关注者
0
投票
0
评论
Marleen de Smet 创建了一个帖子，
Hi,
We really need to be able to set the default privacy for different brands instead of instance wide settings.
Our situation:
We have several departments working in Zendesk and at this point the default setting is: all comments are public. However this is not the most efficient mode for all our brands. Some brand need to had an internal note as the default mode.
已于 2024年2月13日 发布 · Marleen de Smet
0
关注者
2
投票
3
评论
Marleen de Smet 进行了评论，
Neil Gloudemans did you ever find a solution for this problem?
We have the same issue over here and I can't seem to fix it.
查看评论 · 已于 2023年12月01日 编辑 · Marleen de Smet
0
关注者
0
投票
0
评论
Marleen de Smet 创建了一个帖子，
We have an issue with the side conversations in the context panel.
The formatting bar does not move while being scrolled after starting a new side conversation. If an agent has started a new side conversation the bar is not locked and the agent needs to scroll all the way down to be able to send the side conversation.
When answering an existing side conversation the bar is locked and moves a long when scrolling the field. Could this also be possible with a new side conversation? That would solve the issue.
Since the ticket status button is so very close agents sometimes confuse this button for the send button. And then tickets are closed without actually sending the conversation. This is causing major issues in some cases.
已于 2023年12月01日 编辑 · Marleen de Smet
4
关注者
6
投票
5
评论
Marleen de Smet 进行了评论，
Hi Walter,
That did the trick. Thank you!
查看评论 · 已于 2023年9月01日 发布 · Marleen de Smet
0
关注者
1
投票
0
评论
Marleen de Smet 进行了评论，
Lou This might seem a bit forward but.. could you check my JSON code?
We want to use a webhook to put data from a custom ticket field into a custom user field. The webhook works, and the JSON seems valid. However the custom user field is not updated. Looking at the response text in the webhook there seems to be an issue with the placeholder I've used a placeholder for the custom user field.
Here's my JSON:
{
"user": {
"id": "{{ticket.requester.id}}",
"user fields": {
"telefoonnummer_": "{{ticket.requester.custom_fields.9688774826641}}"
}
}
}
Hope the question makes sense. Thanks!
查看评论 · 已于 2023年8月30日 编辑 · Marleen de Smet
0
关注者
0
投票
0
评论
Marleen de Smet 进行了评论，
Hi Nicolas Feller,
I'm a bit late to the party but I would like to understand more about your solution. If I understand this correctly the button will lead the customer to a website/form en there an API script will use the info to close the ticket?
Is there a way to skip the detour to the other website?
查看评论 · 已于 2023年2月10日 发布 · Marleen de Smet
0
关注者
0
投票
0
评论
Marleen de Smet 进行了评论，
We need this feature as well. Since light agents forward e-mails to our CS mail adresses we would like the ticket to re-open as soon as an e-mail has been received. Light agents only consult the tickets and do not work in Zendesk. They use their Outlook to respond to an e-mail that was send through a pro-active ticket.
查看评论 · 已于 2022年8月09日 发布 · Marleen de Smet
0
关注者
2
投票
0
评论