Nara

1. Chat
2. ...
3. General questions about live chat
4. When do chats time out?

Hi Sarah, thanks for the question. At this time, even if using a bot, chat sessions will still time out in the cases mentioned in this article between 20 seconds and 2 minutes if the user is no lon...

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• Nara
• Erstellt 7. März 2023 18:27
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1. Email
2. ...
3. How to solve issues with the email channel
4. How can I stop sending an email to customers when I solve a ticket?

As all emails are sent out via Business Rules in Zendesk, if you would like to ensure that when entering a blank comment and pressing "Submit & Solve" / "Submit & Close" an email is not sent, you w...

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• Nara
• Erstellt 27. Februar 2023 22:12
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1. Objects and rules
2. ...
3. Workflows
4. Setting up Guided mode

Hi Scott, thanks for the question. At this time, there is no way to integrate a Business Rule like a Trigger into a View's completion. Functionally, a View works in a similar way to a search, where...

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• Nara
• Erstellt 27. Februar 2023 17:15
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1. Community
2. Feedback - Ticketing System (Support)
3. Ticketing Form Data Integrate with SQL

Hi there - while I can't speak to the processes external to Zendesk, if you're trying to pull data on ticket forms themselves, I would recommend using the ticket forms endpoint found here. That sai...

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• Nara
• Erstellt 16. Februar 2023 14:49
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1. Community
2. Zendesk Suite Q&A
3. Unable to set ticket_form_id via REST API

Hi Ryan, similar to the previous comment, please ensure you are sending the ticket_form_id within the request body, rather than the comment body. For reference, an example of a request with the tic...

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• Nara
• Erstellt 22. Januar 2023 22:56
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1. Support
2. ...
3. Measuring success
4. Defining and using SLA policies

Hi Dave - if you are referring to the full resolution time, this is calculated from ticket creation to its most recent resolution, as per the metric explanation found here. Re. bypassing targets, S...

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• Nara
• Erstellt 5. Januar 2023 21:56
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1. Agent guide
2. Ticket basics
3. Working with ticket tags

Hi Lenora, thanks for the question. While you can user Triggers to add Tags, Triggers exclusively run on ticket updates. In other words, until a ticket is updated, Triggers will not run on that tic...

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• Nara
• Erstellt 5. Januar 2023 18:23
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1. Community
2. Zendesk Suite Q&A
3. How do differenciate Group name (user facing, for intermal use)

Hi there, at this time there is no way to have a Group name that is the same Group with different internal and external names. That said, posting here is a great place to add your voice if that is ...

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• Nara
• Erstellt 3. Januar 2023 22:56
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1. Community
2. Zendesk Suite Q&A
3. Zendesk SSO How to force JWT payload renewal?

Hi Marco, thanks for the question. You should be able to pass an exp parameter to ensure the JWT payload has an expiration time. More information on that parameter and others can be found here.

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• Nara
• Erstellt 3. Januar 2023 22:33
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1. Zendesk updates
2. Announcements
3. Announcing new in-view filtering capabilities

Hi John, sorry to hear those filters are causing trouble. I would recommend reaching out to our team directly for more help, that way we can take a more specific look at your View implementation an...

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• Nara
• Erstellt 29. Dezember 2022 22:33
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