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Ahmed Esmat

Beigetreten 16. Apr. 2021

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Letzte Aktivität 07. Nov. 2022

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KommentarJira integration

Hello,

We are the post trigger for status updates and it is working fine when the Jira issue is linked to a single Zendesk Ticket. However, when we link multiple Zendesk tickets, none of them gets updated when the Jira is updated. Is there a solution or a workaround to this?

Regards,

Ahmed

Kommentar anzeigen · Gepostet 07. Nov. 2022 · Ahmed Esmat

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Post Feedback - Ticketing system (Support)

lookup relationship fields is a great feature, but not fully integrated in workflows (macros, triggers, and automations). I have done some testing and found out If it is of user type:
- Cannot be used in views to filter on “(current user)”
- Cannot be used in trigger actions to send emails
- Cannot be sent an email in automations

Hope this is considered as an immediate requirement!

Gepostet 06. Okt. 2022 · Ahmed Esmat

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KommentarTicket customization

That is what I am looking for. But I have done some testing and found out If it is of user type:
- Cannot be used in views to filter on “(current user)”
- Cannot be used in trigger actions to send emails
- Cannot be sent an email in automations

So, that is not a complete solution/feature!

Is there any solution to this?

Kommentar anzeigen · Bearbeitet 09. Okt. 2022 · Ahmed Esmat

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Post Feedback - Apps and integrations (Platform)

It is required to extract the integration log messages along with the details for analysis and reporting. This is expected to be done through both the UI and API calls.

They can only be browsed here:
https://.zendesk.com/admin/apps-integrations/integrations/logs

Gepostet 02. Sept. 2022 · Ahmed Esmat

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KommentarTicket management

"In a upcoming release, this will change so that views will use the schedule that is applied to the ticket."

What is the ETA?

Kommentar anzeigen · Gepostet 10. Juni 2022 · Ahmed Esmat

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KommentarTicket editor, assignee, and requestor

The ability to edit closed tickets is extremely needed to be able to alter ticket fields values and tags. Use cases include modifying custom field values when they change, and correcting wrong values. Another use case is switching a custom ticket field type from free text to a drop-down field.

 

Kommentar anzeigen · Gepostet 29. März 2022 · Ahmed Esmat

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Community-Kommentar Feedback - Ticketing system (Support)

The ability to edit closed tickets is extremely needed to be able to alter ticket fields values and tags. Use cases include modifying custom field values when they change, and correcting wrong values. Another use case is switching a custom ticket field type from free text to a drop-down field.

Kommentar anzeigen · Gepostet 29. März 2022 · Ahmed Esmat

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KommentarJira integration

Adding a ticket tag that starts with "jira_" also adds a label to the linked Jira issues. But how can it be removed from Jiras when removing it from the ticket?

Kommentar anzeigen · Gepostet 23. März 2022 · Ahmed Esmat

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Post Feedback - Ticketing system (Support)

We need a custom ticket field that lists the agent groups and names similar to the Assignee field. This would help if consultancy is needed from L3 or Dev teams without re-assigning the tickets. This is different from Follower since it may contain many other internal users and cannot filter on a single value.

Gepostet 02. Nov. 2021 · Ahmed Esmat

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Community-Kommentar Feedback - Ticketing system (Support)

Strongly need to build triggers around light agents actions. 

Kommentar anzeigen · Gepostet 26. Okt. 2021 · Ahmed Esmat

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