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Maik Künnemann

Beigetreten 16. Apr. 2021

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Letzte Aktivität 05. Juli 2023

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Community-Kommentar Feedback - Ticketing system (Support)

We have the same issue - the linked EAP is no longer available. Whats the status of this? This was more than 2 years ago.

Kommentar anzeigen · Gepostet 19. Okt. 2022 · Maik Künnemann

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KommentarTicket basics

There is a request, but still no feedback from the product manager Amisha Sharma  .

https://support.zendesk.com/hc/en-us/community/posts/4408860670106-Customize-Agent-Workspace

Kommentar anzeigen · Gepostet 23. Aug. 2022 · Maik Künnemann

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Post Feedback - Ticketing system (Support)

If a reply to an already closed ticket ends up in the locked tickets and is subsequently restored, no connection is made to the original ticket. Accordingly, the note in the follow up ticket is missing and the agents do not know that it is a follow up ticket.

Gepostet 22. Aug. 2022 · Maik Künnemann

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Post Feedback - Ticketing system (Support)

If I use a webhook with a ticket id placeholder inside the url, the activity log dont show any information about the used url. So I don't know anything about the request if the body was empty. Could you please add the request url to the activity log information?

Gepostet 22. Aug. 2022 · Maik Künnemann

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Community-Kommentar Feedback - Ticketing system (Support)

Hi @... 

The last 3 years it was possible to activate a SLA with a ticket update via API and a empty end user comment body:

{
"ticket": {
"comment": {
"body": "",
"author_id": 376666831978,
"public": true
}
}
}

Since july 29 nothing happens anymore. Before the change, the SLA was started with such API request. See this screenshot:

 

We used this workflow for quite different cases, e.g.
- Starting the SLA for proactive tickets
- Starting the SLA after adding internal comments
- Restarting the SLA because only one public comment was sent as an intermediate message, but a follow-up message must be sent to the customer within a new SLA.

All these cases were realized with a trigger + webhook + the API call above.

So we have to know why was this changed? What are the new workarounds to realize the cases shown?

Kommentar anzeigen · Gepostet 09. Aug. 2022 · Maik Künnemann

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Community-Kommentar Feedback - Ticketing system (Support)

Hi @... 

The last 3 years it was possible to activate a SLA with a ticket update via API and a empty end user comment body:

{
"ticket": {
"comment": {
"body": "",
"author_id": 376666831978,
"public": true
}
}
}

Since july 29 nothing happens anymore. Before the change, the SLA was started with such API request. See this screenshot:

 

We used this workflow for quite different cases, e.g.
- Starting the SLA for proactive tickets
- Starting the SLA after adding internal comments
- Restarting the SLA because only one public comment was sent as an intermediate message, but a follow-up message must be sent to the customer within a new SLA.

All these cases were realized with a trigger + webhook + the API call above.

So we have to know why was this changed? What are the new workarounds to realize the cases shown?

Kommentar anzeigen · Gepostet 09. Aug. 2022 · Maik Künnemann

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KommentarExtending Zendesk

If I use a webhook with a ticket id placeholder inside the url, the activity log dont show any information about the used url. So I don't know anything about the request if the body was empty. Could you please add the request url to the activity log information?

Kommentar anzeigen · Gepostet 03. Aug. 2022 · Maik Künnemann

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KommentarTicket management

The problem is the wrong check mark, not the visible ticket. The ticket can be in the view, but not with a check mark for "skill match", when the other view said "no skill match"

Kommentar anzeigen · Gepostet 01. Aug. 2022 · Maik Künnemann

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KommentarTicket management

Hi @... there is a bug if a ticket has no skills:

- the view column "skill match" said "match"

- the view condition "skills" said "no match"

It must be equal - either a ticket without skills is interpreted as "no match" or "match" - but not once like this and once like that!

Kommentar anzeigen · Gepostet 22. Juli 2022 · Maik Künnemann

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Community-Kommentar Feedback - Ticketing system (Support)

Hello Amisha Sharma we talked about the topic from Gail. Do you have an update for this feature?

Kommentar anzeigen · Gepostet 20. Juli 2022 · Maik Künnemann

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