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Eitan Blumin

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Neueste Aktivität von Eitan Blumin
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    Eitan Blumin hat einen Kommentar hinterlassen

    1. Support
    2. ...
    3. Tickets
    4. Why isn't RTL text working in ticket comments?

    The RTL editor used to work until a few months ago, and now it stopped working again. Is the development team taking care of this, Nicole S.?

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    Eitan Blumin hat einen Kommentar hinterlassen

    1. Community
    2. Feedback on Support
    3. New Ticket Desktop Notification

    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

    1. Support
    2. ...
    3. Workflows
    4. Zendesk Support placeholders reference

    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

    1. Community
    2. Feedback on Talk

    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...

    • Eitan Blumin
    • Erstellt
    • 4 Follower
    • 2 Kommentare
    • 1 Stimme
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    Eitan Blumin hat einen Post erstellt

    Proper SLA methodology with Incidents & Problems?

    1. Community
    2. Support Q&A

    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...

    • Eitan Blumin
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    • 3 Follower
    • 2 Kommentare
    • 0 Stimmen
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    Eitan Blumin hat einen Kommentar hinterlassen

    1. Support
    2. ...
    3. Agent guide for Support
    4. Working with problem and incident tickets

    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

    1. Support
    2. ...
    3. Workflows
    4. Workflow recipe: Notifying External Email Addresses

    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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    Eitan Blumin hat einen Kommentar hinterlassen

    1. Support
    2. ...
    3. Workflows
    4. Zendesk Support placeholders reference

    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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    Eitan Blumin hat einen Kommentar hinterlassen

    1. Community
    2. Feedback on Support
    3. New Ticket Desktop Notification

    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

    1. Community
    2. Feedback on Guide
    3. Knowledge Article Templates

    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 ...