Eitan Blumin
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Eitan Blumin hat einen Kommentar hinterlassen
That's a cool workaround, Fabricio Carvalho Freitas. The same method could also be implemented using Slack integration as well. Although, if I'm not mistaken, you gotta have Slack open (either the ...
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Eitan Blumin hat einen Kommentar hinterlassen
Are there any plans to add SLA-related placeholders? hours_till_next_sla_breach , hours_since_sla_breach , etc.? We'd like to use such placeholders when notifying agents about impending SLA breache...
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Eitan Blumin hat einen Post erstellt
Notifications about Talk account (or other) being suspended
Today we found out that our Talk account was suspended (for a currently unknown reason). Zendesk have re-activated it after I placed a phone call with their support. The real problem is that we did...
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Eitan Blumin hat einen Post erstellt
Proper SLA methodology with Incidents & Problems?
Hi, I would like to ask how should we combine our usage of Incidents & Problems, with our SLA policies? Let's say, for example, that we have SLA set up with a certain maximum time between replies.W...
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Eitan Blumin hat einen Kommentar hinterlassen
Hi, I would like to ask how should we combine our usage of Incidents & Problems, with our SLA policies? Let's say, for example, that we have SLA set up with a certain maximum time between replies.W...
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Eitan Blumin hat einen Kommentar hinterlassen
Hi, I have a question about this type of solution... Is there a way for us to send an e-mail notification to a dynamic recipient address? Let's say, using placeholders? The solution described here ...
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Adding to Charles Wood, we also need the "via" placeholder for the latest update, to distinguish between API updates and other updates. There's "Updated Via" in the triggers, and there's "via" in t...
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I agree with all that was said above. I must disagree with Nicole, though, about sharing this feedback in a "Slack-related thread" because this feature request is NOT Slack related, as I see it. Pa...
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Eitan Blumin hat einen Kommentar hinterlassen
We have a need for using templates outside the KC app as well. We plan on having several articles with the same structure, not based on existing tickets. One of those article types is what Zendesk ...
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Adding my vote as well. This is such a common functionality, especially for something that's supposed to be a Knowledge Base... How do you not have this yet???