Jacob J Christensen - Cloudhuset A/S
I work as a Solution Consultant at Cloudhuset A/S, helping clients create the best possible customer experience with Zendesk. Previously I have worked as the administrator of the Zendesk account at TOP-TOY, a major toy retail company in the Nordics. We used Zendesk (and Zopim) primarily for Customer Service, but also as an internal knowledge center for store-to-HQ communication (via Web widget & HC).
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Jacob J Christensen - Cloudhuset A/S hat einen Kommentar hinterlassen
Hi Moises Ortiz You should be able to do that using a Top/Bottom filter.
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Jacob J Christensen - Cloudhuset A/S hat einen Kommentar hinterlassen
Hi Haaji SB That comment was explaining how this trigger works (at ticket creation): You can use the same condition (Priority is -) to have the trigger skip any tickets that already have a priorit...
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Jacob J Christensen - Cloudhuset A/S hat einen Kommentar hinterlassen
Hi fellownarrator I usually want to prevent any filter on one tab from affecting queries on other tabs, and I make sure to tick the "Do not share across tab" checkbox. Have you tried un-ticking thi...
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Jacob J Christensen - Cloudhuset A/S hat einen Kommentar hinterlassen
Thanks Ben, it makes sense 👍
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Jacob J Christensen - Cloudhuset A/S hat einen Kommentar hinterlassen
Hi Lester Gaddy I suspect that what you're seeing is that you have defined your target in business hours, but the Next breach value is always displayed (as I recall) in calendar hours. This articl...
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Jacob J Christensen - Cloudhuset A/S hat einen Kommentar hinterlassen
Hi Ofer, The trigger conditions (see below) will fire the action for all new tickets unless there already is a priority set.
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Jacob J Christensen - Cloudhuset A/S hat einen Kommentar hinterlassen
With these two conditions Ticket is created Priority is - Any tickets that already have a priority set will not be changed. You could also start with something other than "Normal", of course, age...
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Jacob J Christensen - Cloudhuset A/S hat einen Kommentar hinterlassen
☝️ with this, SLA's should kick in from ticket creation.
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Jacob J Christensen - Cloudhuset A/S hat einen Kommentar hinterlassen
Hi Ofer, There is a lot of flexibility available in regard to SLA's. In your case I would recommend having a trigger set a default priority at ticket creation. For example: Conditions (all) Ticket...
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Jacob J Christensen - Cloudhuset A/S hat einen Kommentar hinterlassen
What is the reasoning for needing to remove the "requester is not current user" condition for triggers? remove the Requester - is not - (current user) condition if it exists. And what are the conse...