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Jarrad Test
已加入2022年1月20日
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最后活动2024年9月26日
Evolution Marketing Technical Consultant (Zendesk Partner) Zendesk Support Certified Contingent Worker for Zendesk
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Jarrad Test 进行了评论,
Ashwin Raju excited to see and test this out! Based on the video/GIF in the article, it seems these will be a dropdown field. Are there any plans to make this ‘searchable’ for End Users?
查看评论 · 已于 2024年9月26日 发布 · Jarrad Test
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CJ Johnson messaging allows for 'Remember History' or 'Forget History' to be selected within the web widget channel configuration page, for unauthenticated customers.
If you select the messaging channel you have active you should see the below. I don't believe this feature is active for Instagram and Facebook.
查看评论 · 已于 2022年4月13日 编辑 · Jarrad Test
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Josh Padnick just looking at the screenshots on this market place application, it seems to log the agents, status and time spent - https://www.zendesk.com/marketplace/apps/support/35111/time-tracking/
I'm not 100% sure on the functionality as I am yet to test but might be what your looking for?
Thanks, Jarrad.
查看评论 · 已于 2022年4月11日 发布 · Jarrad Test
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Josh Padnick What plan are you on and how many agents? I'm also curious to know what group and/or role settings you have setup for Tier 1 and Tier 2 etc? Do they have the ability to create their own macros and views?
You could definitely achieve this through a macro with a tag, the tag would work like your custom ticket field. I would suggest you have a standard escalation macro and then another macro for each agent to tag with a unique identifier.
However, if you are in a medium sided organisation with 10+ agents in each tier this could become a nightmare to maintain and I'd probably recommend against it.
Edit: If you used a dropdown of the agents names that would possibly work for your macro (original thought process), again it's going to require maintaining.
Thanks.
查看评论 · 已于 2022年4月11日 编辑 · Jarrad Test
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Hi Steven,
Views don't show archived tickets. Zendesk automatically archives tickets 120 days after they are marked as closed.
Without digging into too much more detail, what you are trying to achieve with point c) should be possible but may require creating a custom query.
查看评论 · 已于 2022年4月07日 编辑 · Jarrad Test
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