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Serge Mucibabic

Beigetreten 13. Mai 2021

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Letzte Aktivität 17. Juli 2023

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Post Feedback - Ticketing system (Support)

Some placeholders like {{current_user.name}} when used in trigger action "side conversation via  email" do not work as intended.

For the above placeholder the SC emails come out signed by an assignee instead of a current user (person who updated the ticket).

Gepostet 03. März 2023 · Serge Mucibabic

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Post Feedback - Ticketing system (Support)

When someone responds to a side conversation email there is a temporary notification for the assignee on the top right of the screen that lasts for about 10-15 seconds.
I am aware it is possible to configure a trigger based email notification to inform an assignee via email that there is a response to a side conversation email. That comes with an expense of agents being overwhelmed with number of emails.
I asked if it is possible to make a configuration change so that the side conversation email notifications appear in the "Updates to your tickets" of the agent's Home Dashboard and received a negative answer through Zendesk help center.
This would be an optimal way of notifying assignee about the responses to the side conversation emails for their tickets, alongside with other ticket updates.

I'd suggest including this in one of you upcoming improvements/ updates.

Gepostet 20. Feb. 2023 · Serge Mucibabic

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Community-Kommentar Feedback - Reporting and analytics (Explore)

+ 1 for the custom fields to be added in Backlog Dataset. Specifically, filtering reports on specific fields is of essence.

Kommentar anzeigen · Gepostet 08. Dez. 2022 · Serge Mucibabic

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KommentarTicket customization

Hi,

This is a nice addition.

Can related field be used on the right side of the action in triggers?

For example, I created a user custom 'lookup' field called Deputy Agent, with the intent to use it in case of an absence of the ticket assignee. The Deputy Agent field appears in the agent profiles and any agent name can be picked from the drop-down list, which works just fine.

In my trigger, I'd like to add an action: Assignee = Deputy Agent 

Unfortunately, this selection doesn't seem to be possible.

P.S. I am aware of the Out of Office App.

Kommentar anzeigen · Gepostet 14. Aug. 2022 · Serge Mucibabic

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Post Q&A - Reporting and analytics

Is it possible to select the time filter different than default (one month filter) for scheduled reports. Also, is it possible to configure the content of the reports if the xls or csv is selected as reporting format.

For example, if my query is configured with "drill-in" feature, can I configure my scheduled report to contain "drill-in" data (or subset of it) rather than a simple xls table like

The picture above is all that I get from the "satisfaction" report if I chose xls as reporting format.

Gepostet 05. Aug. 2022 · Serge Mucibabic

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Community-Kommentar Q&A - Reporting and analytics

A Zendesk Help Center agent suggested to try a calculated attribute so I did.

I created the "Ticket Link" calculated attribute with the following line:

LINK("https://userdomain.zendesk.com/agent/tickets/"+[Ticket ID], [Ticket ID])

It works well within Explore resulting in a clickable hyperlink.

However, if I export such a report to xls or csv the "Ticket Link" cell is populated by "https://kautexinchelp.zendesk.com/agent/tickets/103037" target="_blank" style="color: inherit">103037".

So it does not work for what we need it. I can only share exported xls files with customers, not the reports in Explore.

Kommentar anzeigen · Gepostet 21. Juli 2022 · Serge Mucibabic

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Community-Kommentar Q&A - Reporting and analytics

Hi Ronald,

You can copy entire concatenated column and "paste values (V)" right over it, or in a new column.

That results in clickable hyperlinks, but only after double-clicking on each cell once.

Unfortunately, it is too many manual steps as workaround for the feature that works well for exporting views in Support Suite. Zendesk could easily address this by adopting the same s/w routine for csv export.

Perhaps Dave can tell us when to expect this to be addressed.

Thank you!

Kommentar anzeigen · Gepostet 18. Juli 2022 · Serge Mucibabic

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Community-Kommentar Q&A - Reporting and analytics

Roland,

Such concatenated cell doesn't seem to be clickable as a hyperlink in xls (even though it displays nicely as url text).

Is it in your case and if so how did you get it clickable?

Thanks for sharing your workaround ideas!

Kommentar anzeigen · Gepostet 18. Juli 2022 · Serge Mucibabic

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Community-Kommentar Q&A - Reporting and analytics

Thank you Roland for your input.

Kommentar anzeigen · Gepostet 18. Juli 2022 · Serge Mucibabic

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Post Q&A - Reporting and analytics

I needed to generate reports for multiple customers containing a list of open tickets and export it to Excel to share with them. Such a list needs to have a ticket number (ID) field, but also a link to the ticket so that the customer can open it in our help center by clicking on the link.

In my Explore dashboard I have a query that can be drilled in

I created the text ticket field (Ticket URL) in Support Suite, which is getting populated by a trigger at the ticket creation. The following text is placed in the field by the trigger: https://userdomain.zendesk.com/agent/tickets/{{ticket.id}}.

When using my 'Ticket URL' field in a view in Support Suite and exporting such view to csv, this works well. Even though the view shows exact string (https://...../{{ticket.id}}, the placeholder "{{ticket.id}}" is getting replaced by the ticket number during export, and the links work perfectly well in the Excell cells.

However, when I use the "drill-in" feature in the Explore for the same ticket field, the placeholder "{{ticket.id}}" is not getting replaced by the ticket number, but rather just passed to the Excell cell as is. So, the exported xls or csv cells contain the same text for each ticket on the list, which is "https://userdomain.com/agent/tickets/{{ticket.id}}". 

I understand that such result of a view export to csv may not be intended, but it is convenient and works well. I'd suggest to use the same routine for csv or xls export in Explore so that the community can benefit from it, the same way as if using export of a view.

I spent several hours chatting with a support agent to find out that the two Zendesk apps do not share the same functionality/ routines.

Shedding light or exchanging ideas on ways around is appreciated. 

Gepostet 14. Juli 2022 · Serge Mucibabic

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