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Graham Ferguson

已加入2022年5月31日

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最后活动2023年11月02日

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的最新活动 Graham Ferguson

Graham Ferguson 进行了评论,

社区评论 Feedback - Ticketing system (Support)

This is a huge issue. For example we often have to get .HAR files but this contains sensitive data that we would like to automatically remove for SOC2 compliance etc

查看评论 · 已于 2023年11月02日 发布 · Graham Ferguson

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Graham Ferguson 进行了评论,

评论Reporting and analytics for help center

I agree with Jessica Peck - is there a way to build this metric in Explore?

查看评论 · 已于 2023年3月03日 发布 · Graham Ferguson

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Graham Ferguson 创建了一个帖子,

帖子 Q&A - Users, groups, and organizations

I have a requirement to be able to show common items such as an organization's Account Manager, Customer Success Manager etc and other custom data held in the organization.

Is there any way to display this on a page or in a user profile to make the experience more personalized?

已于 2023年2月07日 发布 · Graham Ferguson

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Graham Ferguson 创建了一个帖子,

帖子 Q&A - Users, groups, and organizations

We have thousands of organizations in Zendesk and more added automatically via Salesforce. Currently, I have to manually update the permissions on an org to allow users to see all tickets/add comments as this is not the default.

I cannot see any way to trigger an update to these fields and manually updating via bulk import doesn't seem scalable.

Ideas?

已于 2023年2月07日 发布 · Graham Ferguson

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Graham Ferguson 创建了一个帖子,

帖子 Q&A - Apps and integrations

We use JIRA extensively and I would love to be able to take key fields such as ID etc and place them in custom ticket fields so they can be added to views, reports etc. Does anyone know if this is possible or would this need to be done in the integration mapping itself?

已于 2023年1月13日 发布 · Graham Ferguson

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Graham Ferguson 创建了一个帖子,

帖子 Q&A - Help center and community

Hi,

I would like a way to make it mandatory for agents to have to request a KB article if none exists before being able to mark a case as solved i.e. no article exists or was not used in the ticket.

While we are trying to encourage agents to do this via training we see this as vital to make knowledge at the heart of what we do so this would help enforce this process.

Any thoughts?

已于 2022年12月11日 编辑 · Graham Ferguson

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Graham Ferguson 创建了一个帖子,

帖子 Q&A - Reporting and analytics

I am looking for any examples of how someone may have gone about building out a dashboard in Explore which is essentially a KPI scorecard using the standard traffic light scoring system i.e. red, amber and green for performance against standard metrics i.e. occupancy, average resolution time etc.

已于 2022年12月03日 发布 · Graham Ferguson

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Graham Ferguson 进行了评论,

评论Customer portal

There is no code attached to this article....

查看评论 · 已于 2022年11月30日 发布 · Graham Ferguson

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Graham Ferguson 创建了一个帖子,

帖子 Q&A - Tickets and email
I have a number of automations sending notifications to customers. While I can add the tag is there any option to have the message included in the messages view (private/public) of a ticket to give a better view of all customer comms to the agents.

已于 2022年11月24日 发布 · Graham Ferguson

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Graham Ferguson 进行了评论,

评论Salesforce integration

Is there any way not to require the assignee to be selected. We are using omnichannel routing and want to have Zendesk assign and not an individual?

查看评论 · 已于 2022年11月11日 发布 · Graham Ferguson

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