Zendesk Video Q&A Event on Support Triggers and Business Rules - August 26, 2020

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14 Comments

  • Jay

    Can I suggest you include a link for us to be able to quickly add to our calendars etc.. Rather than us having write it into our schedules ? 

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  • Nicole S.
    Zendesk Community Team

    That's great feedback, Jay. We'll be sure to do that next time! 

    1
  • Matthew Tan

    How do I modify the email body in the trigger so that it will show Ticket resolution information when a ticket is closed?
    Is it something like {{ticket.resolution}} ??

    Our ticket closure notification will show the last ticket comments but it will not show the "Ticket resolution information" which is a custom field.

    I can not find it in the available placeholders.

    Current trigger configuration for ticket closure is:

    Dear {{ticket.requester.name}},

    Your request (#{{ticket.id}}) has been solved. The ticket will be automatically closed after four days.

    To reopen this request, reply to this email or click the link below:
    http://{{ticket.url}}

    As soon as the ticket status is set to "Closed" we will no longer be able to reopen it, but will create the follow-up ticket instead.

    Kind regards,
    Videns Support Team

    {{ticket.comments_formatted}}

    2
  • Philipp Missbach

    My question: We have three brands set up in ZD Support (to keep it simple, Brands 1-3). Now, a customer of Brand 2 received a automated notification with Brand 1 and Brand 3 references

     

    Subject: Welcome to Brand 3
     
    Welcome to Brand 1. Please click the link below to create a password and sign-in. https://brand3.zendesk.com/verification/email/

     

    I am not sure

    • Why he got this email initially
    • Where the mixture of brands originated from
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  • Arjay C

    How can we integrate the iOS reviews that we are receiving when there is no available app in Zendesk marketplace just like the Google Play Reviews app which will not incur additional cost that would mediate the absence of native integration of the said channel?

    0
  • Flo

    We would like to receive the out of office automated email from our customers when we send them a reply on a ticket. I would like it to show in the thread. To us this is important as we may need to pick up with someone else if they are away. How do I do this>?

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  • Esme

    can you send me a recording of this session please?

     

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  • Mihaela Dragota

    Hi,

    We have some 3rd party entities we often escalate tickets with. When we send them an email, they often send auto-replies, which create Zendesk tickets (they are not suspended). 

    We cannot suspend the users because we actually receive tickets/emails from them that have actual content (not only auto-replies or things like 'your case was updated').

    For some easy cases, I created triggers that would add a to_be_deleted tag whenever the conditions are met (I then delete the tickets via a personal view).

    There are some cases which I cannot get my head around so I can create a trigger that works. They are similar to 'Case (number) has been created.' in the subject line.

    Is there a way in which I can create a trigger that would work in such cases? Otherwise, do you have a better solution for our use case?

    Thanks!

    1
  • Dewald Harmse

    We are busy implementing Zendesk and we have companies in 15 countries. Although our goal is to become one global support team for the moment we want to keep things as close as possible to how it is currently.

    We want to be able to keep support country based. So if someone from France sends in a ticket it should go to the French team. So of course if we know the users we can have a trigger on the "Language" field, but if we don't know a user then we can't have this filter seeing as we have don't know which language he prefers.

    I know Zendesk will then look at in which language the ticket is but the challenge is then you have customers in Belgium, Switzerland and France who will send emails in France. So how do i then route the ticket to the correct countries team.

     

    2
  • Nicole S.
    Zendesk Community Team

    Esme Just click the "follow" button at the top of the article and you'll receive a notification when we post the recording - we expect to have it up sometime tomorrow

    0
  • Brandon Tidd
    Community Moderator

    What are the best practices around voicemails and SLAs?  We struggle with the fact that Voicemails don't hit the First Reply Time SLA.

    1
  • Grace Management Group

    Are you recording the Q & A and might I be sent a copy?

    Thank you!

     

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  • Devan - Community Manager
    Zendesk Community Team

    Grace Management Group,

    We are recording this and will share it in the help center. We are also answer questions now live if you would like to join us. 

    Best regards. 

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  • Nicole S.
    Zendesk Community Team

    Thank you so much to everyone who participated in today's live Q&A! We'll have a recording of the video and a transcript of the Q&A shared here in the next day or so. Be sure to click the "follow" button at the top of this article to receive a notification when we post the follow-up materials! 

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