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Luis Pagan

Beigetreten 20. Jan. 2022

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Letzte Aktivität 29. Sept. 2022

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Community-Kommentar Feedback - Ticketing system (Support)

Thanks for the help John! This is helpful.  I will use your suggestion and test it out. 

Kommentar anzeigen · Gepostet 29. Sept. 2022 · Luis Pagan

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Community-Kommentar Feedback - Ticketing system (Support)

Thanks John for that note. I believe we would still encounter an issue if a customer creates a ticket via web widget, and saves the reply support+12345 email address. If they email support+12345 after a ticket has been closed a follow up would be created in that situation.

Kommentar anzeigen · Gepostet 29. Sept. 2022 · Luis Pagan

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Community-Kommentar Feedback - Ticketing system (Support)

Morten's workaround technically works, so thank you Morten for that - I have used your recommendation. However, it is not a great customer experience. It causes a lot of customer confusion, because a new ticket is still created and then closed automatically via the workaround.  So the initial reply a customer still receives is that a new ticket number was created, then moments later they will receive the message about creating a new ticket instead. It can cause a confusing loop for the customer. Especially if they are not constantly monitoring their email and have 100s of emails they sift through daily. 95% of customers will get it, but 5% will see this as a pain.

 

Zendesk the best solution will be a feature that sends them a message automatically informing them about the new ticket rejection without a new ticket generating all together.. 

Kommentar anzeigen · Gepostet 29. Sept. 2022 · Luis Pagan

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KommentarJira integration

We have an issue with ticket updates not notifying JIRA watchers.  Whenever any comment internal or public is added to the ticket that is linked to a JIRA the watchers are not notified via email or slack.  Any ideas on what could cause this, or is this a known issue?

Kommentar anzeigen · Gepostet 22. Sept. 2022 · Luis Pagan

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KommentarTicket automation and collaboration

We have automation on the Slack side that after a 7 day retention period messages are deleted.  I have not tested this yet, but if we integrate Slack with Zendesk and have the side conversations recorded on the ticket will the slack conversations also delete after 7 days in Zendesk?  Or will the ticket keep the slack message for historical purposes since it was related to the ticket?  

Kommentar anzeigen · Gepostet 23. Feb. 2022 · Luis Pagan

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