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Zach

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    Zach hat einen Kommentar hinterlassen

    Hi Herbivore! Backslash should escape that character out.  So it would be one \ followed by #200  "\#200" Give that a shot and let me know if it helps

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    Zach hat einen Kommentar hinterlassen

    Hi Terrie You're doing great so far! It looks like you can get back on track with your automation if you make one small tweek.  The main issue is that the condition for Ticket Tags is not nullified...

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    Zach hat einen Kommentar hinterlassen

    Hi Chris   I believe what you are describing is what we do. So when we set a ticket to Solved, we have a trigger run that includes our response to the requester AND the link for the satisfaction su...

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    Zach hat einen Kommentar hinterlassen

    Hi Chris That is how we do it in our Zendesk. Below is the one we send out. You just have to make sure you don't also have the automation on that sends one to them, or they'll essentially get it tw...

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    Zach hat einen Kommentar hinterlassen

    Hi Terrie Can you provide a screenshot of your automation? Maybe we can look at it and see what's missing.  You get that if the action(s) you set do not nullify one of the conditions set. So as an ...

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    Zach hat einen Kommentar hinterlassen

    Anatolly   You can make a Trigger that is only for tickets in which the status has changed to Solved. So all your other communications on the request can be handled with a different Trigger, withou...

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    Zach hat einen Kommentar hinterlassen

    We use a few combinations of methods. 1. Support Email Addresses We have people who scan items in on a MFP that need to be updated, like a customer's address for example. A piece of mail may come b...

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    Zach hat einen Kommentar hinterlassen

    Thanks Graeme! I'll give that a try today. I came up with one that might work too. It didn't run once on a ticket, then two comments later it worked. Do you see problems with this:  

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    Zach hat einen Post erstellt

    Managing Tickets When Requester is an Agent

    If I update a ticket and set the status to a status above Open, and the End-User replies to it, the status changes to Open. This is great because we hide Pending and above from our default view, an...

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    Zach hat einen Kommentar hinterlassen

    Is there a difference between "Hours since update" and "Hours since pending" in terms of how it affects the automation? I made a similar automation that runs based on two conditions: "Hours since ...