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Mattia Tosti

Beigetreten 16. Okt. 2021

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Letzte Aktivität 10. Jan. 2024

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Post Feedback - Chat and Messaging (Chat)

Working with messaging conversations it is IMPOSSIBLE to give agents a proper overview of what conversations are waiting for an answer. Zendesk suggests to do this using views, but unfortunately the ticket fields "Latest updater type (Agent/End user)" and "Latest update by requester" are not updated with end user information. 

How are we supposed to scale up messaging conversations to a large organisation?

Gepostet 29. Nov. 2021 · Mattia Tosti

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KommentarTicket management

 

@...

Thanks for the feedback, tags won't do it though since I need the parameter to be a date. Do you know if it is possible to pass values from a user custom field to a ticket field (using for e.g. a trigger)? If I could create a ticket date field and then pass on the date value I have stored on the user's custom field my problem would be solved! :D

Kommentar anzeigen · Gepostet 12. Okt. 2021 · Mattia Tosti

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KommentarTriggers and automations

Hi Clifford! 

We have a custom date field associated to our users called that indicates when the user published a listing on our marketplace. We have a trigger that does the following:

IF  is within the previous 3 days THEN add an "onboard" tag on the associated ticket

We use the tag to group all tickets that need onboarding in a view. We need to create a trigger that removes that tag if the listing is older than 3 days. 

Kommentar anzeigen · Gepostet 12. Okt. 2021 · Mattia Tosti

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KommentarTicket management

Hi! 

When adding a condition statement, how come I can only choose "language" among my user fields? I would like to use other user parameters to create my views. Is this something that can be done?

Kommentar anzeigen · Gepostet 12. Okt. 2021 · Mattia Tosti

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KommentarTriggers and automations

Hi Cheeny! 

I am looking for a way to trigger a rule if a date parameter "is NOT within the previous" X days - it only seems possible to choose "is within previous". Do you know of any workaround? This would be incredibly helpful! 

Kommentar anzeigen · Gepostet 11. Okt. 2021 · Mattia Tosti

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KommentarBusiness rules

Hi! Is there a way to write condition statements that run IF FALSE? 

E.g. I have a custom user field that is and I want to add a tag to a ticket if that user field is older than 5 days. I am today able to write an automation if that parameter "is within previous" number of days, but not the opposite. Any workaround? 

Kommentar anzeigen · Gepostet 11. Okt. 2021 · Mattia Tosti

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KommentarTriggers and automations

Hi! How can I have a trigger running for the opposite: "is NOT within the previous" or "is NOT within the next"? 

Kommentar anzeigen · Gepostet 11. Okt. 2021 · Mattia Tosti

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KommentarTriggers and automations

Hi! Is there any way to have "meet none" conditions? 

Kommentar anzeigen · Gepostet 11. Okt. 2021 · Mattia Tosti

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KommentarBusiness rules

Hi! I see it's possible to write automation rules based on whether a date parameter "is within the previous" number of days. Is it also possible to write the opposite somehow? (i.e. "is NOT within the previous" number of days). 

Kommentar anzeigen · Gepostet 11. Okt. 2021 · Mattia Tosti

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