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Olli

Beigetreten 15. Apr. 2021

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Letzte Aktivität 12. Feb. 2025

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Community-Kommentar Feedback - Voice (Talk)

Ferran Barneda it's hard to believe that you still ask for the use case details – ignoring ALL the mentioned threads, ALL the complaining customers, clearly stating what's needed: NOT the initial message in the IVR being repeated 3 times, because it breaks all commonly known good UX.

 

We gave up on IVR / Zendesk Talk, but yet I'm still an active support community member (indeed MUCH less active than back in those days when you even rewarded me with a t-shirt that I once were wearing with pride :)

Best
Oliver

Kommentar anzeigen · Gepostet 12. Feb. 2025 · Olli

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Community-Kommentar Feedback - Reporting and analytics (Explore)

Updates here?

Kommentar anzeigen · Gepostet 08. Nov. 2024 · Olli

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Community-Kommentar Developer - Zendesk APIs

+1 on this

The given workaround doesn't work (anymore?) – there is no e-mail metadata in the Ticket_Comments, it's only comment metadata which is a totaly different book.

“Download original e-mail” should be a feature also for sent mails, as it is currently impossible to see the e-mail that was sent, which could be crucial for documentation, archiving and proving when it comes to legal issues.

Neither the message id nor the full e-mail body is shown, as templates/headers/footers are added “later in the flow”. Also the used recipient(s) for THIS comment are not safely to be discovered.


also +1 for “removing original e-mail without allowing to download them”. I even have doubts if this is legal, as the persisted “version” of the e-mail (i. e. Zendesk ticket) is crippled and can be very wrong.

 

Another (important) point that tells us to discontinue using Zendesk, sadly.

Regards
Oliver

Kommentar anzeigen · Gepostet 29. Apr. 2024 · Olli

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KommentarTicket management

For curiousity, could you (Zendesk) outline to which extent this would be "based on AI suggestions"?

Is it only "show all tickets from this requester within a 4 week windw"? Or AI?

Thanks!
Oliver

Kommentar anzeigen · Gepostet 14. März 2024 · Olli

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KommentarTicket basics

Yes. We tried in Dynamic content and in the agent form. Outcome as mentioned above. 

Also, very honestly, it doesn't make sense to have _ _ as italics and also ** ** as italics.

Google search for general markdown syntax brings the result that "there is no underline in markdown", but I wonder how Zendesk came up with that suggestion you mention, Curt Kempf

We go with italics now and stop twisting our minds about it ;)

Best regards
Oliver

Kommentar anzeigen · Gepostet 01. März 2024 · Olli

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KommentarTicket basics

Trying to underscore text with markdown.

It doesn't work.

_underscore_ turns into italics

\_underscore\_ does nothing

How do we underscore text? We need to do it via dynamic content. We test it by typing the markdown in the compose message window. Both with the mentioned outcome.

Thanks
Oliver

Kommentar anzeigen · Gepostet 01. März 2024 · Olli

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Community-Kommentar Feedback - Ticketing system (Support)

It seems to be working now. Did I missed an announcement?

Well after all it works.

Kommentar anzeigen · Gepostet 25. Feb. 2024 · Olli

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KommentarAccounts and billing

Why doesn’t the topic of high interest gets flagged for product managers right here..?

I totally second the mentioned arguments. In addition, easy-going apps to mass delete tickets were removed from the marketplace most likely to make sure customers have to pay for the overpriced Zendesk plans.

Enforcing storage limits without providing the right management tools for free is a disaster. We will work harder to get rid of Zendesk than to comply with those badly manageable features. Sorry.

Kommentar anzeigen · Gepostet 21. Feb. 2024 · Olli

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Community-Kommentar Feedback - Reporting and analytics (Explore)

It could use "bananas" for checked and "grapes" for unchecked, would make the same sense.

Any comment on this from 'official' side?

btw I ended up here because I wanted to find out what ARE the values of checkbox fields. Because the API documentation doesn't mention them at all.

Kommentar anzeigen · Bearbeitet 12. Feb. 2024 · Olli

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KommentarFormatting and customizing your email

Is there news on supporting Dynamic Content in the HTML template? 

All i18n and other optimization is simply impossible, the workaround is to move all "dynamic" parts of the template into triggers, which is a major inconvenience (and also the editor adds line breaks which are usualy not wanted in formatted HTML).

The question was asked in 2021 so I hope it at least ended up on some roadmap?

Oliver

Kommentar anzeigen · Gepostet 11. Feb. 2024 · Olli

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