Aya
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Reordering views
If you want certain views you use frequently to appear higher on the list, you can adjust the list order. Agents can reorder only personal views, while administrators can reorder both shared a...
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What to avoid when creating views
Views enable you to organize your tickets into lists using your ticket and user data. However, if you build a complex view with lots of conditions or a view that returns lots of tickets, you might ...
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About user roles in Zendesk Support
Zendesk Support defines a number of user roles that are key to managing the people who generate support requests, those who resolve them, and the tickets themselves. Users and people are essentiall...
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How custom ticket fields work
Custom ticket fields are typically used to gather more information about the support issue or product or service. You can add custom fields to your tickets for agents and you can also add them to ...
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Attachments sent by customers are not displayed in the ticket.
If the attachment from the end user does not appear on zendesk, the first possibility is that the attachment exceeds the maximum capacity. For zendesk's Enterprise plan, the maximum file size for a...
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Utilizing the Play button
The Play button guides you through the available tickets in a view automatically. Press the Play button or icon to open the first ticket in the view. After addressing the ticket, click Submit to up...
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Whitelist and blacklist usage examples
You can use a combinations of the blacklist and whitelist rules to ensure you are permitting access or blocking the correct users. This section contains some usage examples you can replicate for y...
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Creating views by organization
You can use organizations when creating views (as well as business rules). For example, a common use for organizations in a view is to monitor ticket activity. This view displays unsolved tickets ...
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Is there a way to communicate with an external third party within the ticket (but not including the requester)?
Q: I received an inquiry from a customer about a product and I need to check with the external manufacturer about it. Instead of putting the ticket to On-hold and talk with the manufacturer outside...
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Using the whitelist and blacklist to control access
You can control access to your Zendesk by adding end users' email addresses and domains to your blacklist and whitelist. Using the blacklist, you can prevent specific users, or sets of users, from ...