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Asaf Max
已加入2022年10月27日
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最后活动2025年1月10日
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的最新活动 Asaf Max
Asaf Max 进行了评论,
Is there any way to get the parent ticket ID of Follow-up tickets using placeholders
查看评论 · 已于 2024年3月19日 发布 · Asaf Max
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Asaf Max 进行了评论,
+1 Admins need to be able to see everything. And I will add on to this that admins need to be able to modify everything (including personal views and macros).
If there is a macro that is causing issues with the ticket flow, we can't always wait for the agent to fix it or trust that they will fix it correctly. Ultimately it is our job as admins to ensure that what the agents are seeing is approved and their shortcuts with macros are not in conflict with the set workflow.
查看评论 · 已于 2024年3月11日 发布 · Asaf Max
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Asaf Max 进行了评论,
This beta appears to be missing key features needed for generating reports including the ability to create calculated metrics and attributes.
查看评论 · 已于 2024年1月05日 发布 · Asaf Max
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Asaf Max 创建了一个帖子,
As an admin, I need to be able to audit all views, macros, reports and/or dashboards. I need to be able to ensure that they are created correctly; are not shared with individuals who should not have access to them; do not modify a ticket in conflict with a set process using automation or a trigger; and to be able to modify them or outright delete them if they are a violation of set policy.
已于 2023年4月26日 发布 · Asaf Max
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Asaf Max 创建了一个帖子,
Currently internal comments display as yellow for all internal comments. We would like to be able to set different colors for internal comments based on the origin of the internal comment
example:
Blue - internal comment directly into the ticket by an agent
Red - internal comment via ticket sharing from a third party
orange - internal comment from a parent ticket to a child ticket via side conversations
green - Internal comment via an API update to the ticket
purple - internal comment via an email to the case from a user not registered in Zendesk
etc.
已于 2023年4月26日 发布 · Asaf Max
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Asaf Max 进行了评论,
The API dashboard is not helpful at all in monitoring API usage. While it shows the peak RPM usage, it is limited to 24 hours. It also doesn't provide any information on usage for the individual endpoint rate limits being reached; as these are different from the 400/700/whatever is included with the various plans. I view this dashboard daily and don't see an peak usage but it's clear that a rate limit is still being reached and there is no way to identify which one, when it occurs and how often.
Zendesk needs to give us better metrics to monitor these.
查看评论 · 已于 2023年3月17日 发布 · Asaf Max
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Asaf Max 创建了一个帖子,
Add function that if more than one Macro is applied at the same time to a ticket the latter will clear all changes added by the former before the agent clicks the update button. This will help ensure that accidental Macro applications will not break the latter Macro's workflow.
已于 2022年12月08日 发布 · Asaf Max
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Asaf Max 进行了评论,
I too would like there to be the ability to set the required to submit on the agent level. We have internal staff from different departments creating tickets on behalf of an end user without filling in required fields, causing the agent that handles the tickets to chase after them or the end user for the missing information. This causes delays and gives off a negative end user experience as they would expect us to already know the information that we are requesting (since it is one of our internal staff that is creating the tickets).
查看评论 · 已于 2022年12月02日 发布 · Asaf Max
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