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Jim
Joined Apr 16, 2021
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Last activity Sep 17, 2024
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Latest activity by Jim
Jim commented,
Hi Anqi Chen,
I noticed that you also submitted a separate support ticket for the same concern and I'm one of the support advocates who chimed in to assist you with this concern/query. In fact, I just recently sent you an update via email, hence kindly check your email and we'll continue working on this via email, under ticket # 12696843.
Sincerely yours,
View comment · Edited Jul 11, 2024 · Jim
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Jim commented,
We're so sorry to know that you were not notified of the updates shared by our documentation team, about generating reports using custom ticket statuses.
Our Documentation team recently shared an update on April 26, 2023, wherein you may now use custom ticket status attributes in your reporting, namely, Ticket custom status name, Ticket custom status category, and Ticket custom status state, whether the custom status is active or not (see this article: Metrics and attributes for Zendesk Support).
Furthermore, we do have an example of a report that shows custom ticket statuses in this Explore Recipe: Creating KPIs for tickets by status.
View comment · Posted May 29, 2023 · Jim
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Jim commented,
In the event that the customer (also known as end-user) responds to a ticket that's assigned to an agent, then ideally, the ticket would show up in the default views, namely "Your unsolved tickets", "All unsolved tickets", and "Recently updated tickets" (shown in the sample below).
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Furthermore, those recently updated tickets would ideally show up on top of those mentioned ticket views, given that they are formatted with the Column "Updated" and it's set to "Descending" order, which is arranged from the latest or most recent one to the oldest (explained this article and shown in the sample below).
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View comment · Posted May 29, 2023 · Jim
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Jim commented,
I noticed that you've also submitted a support request (ticket # 10695997) for the same concern, aside from this community post.
I'm actually the one who's currently assisting you on the support request you submitted. I've already responded to you via email and kindly check the updates I've recently sent. Moving forward, we'll continue to communicate directly on your support ticket, instead of posting in your community post. That way, we can maintain a single communication channel regarding this specific concern.
Best,
View comment · Posted Aug 12, 2022 · Jim
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Jim commented,
I'm afraid this isn't something that we can customize or change via Sell API. You may see all the Sell API endpoints in this documentation: Zendesk Sale CRM API.
Best,
Customer Advocacy team
Zendesk
View comment · Posted May 18, 2022 · Jim
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Jim commented,
I'm afraid this isn't something that we can customize or change via Sell API. You may see all the Sell API endpoints in this documentation: Zendesk Sale CRM API.
Best,
Customer Advocacy team
Zendesk
View comment · Posted May 18, 2022 · Jim
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Jim commented,
You may still see the option to edit the schedule for publishing on the article, so you can edit the schedule first, prior to making any changes or updates in the article itself (shown in the sample image below).
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However, if you proceed first in updating the article content instead of the schedule, the options available would be to save and remove the schedule, or save and keep the schedule for publishin.
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I'm afraid to say that those are the only available options as of the moment.
Best,
Customer Advocacy Team
View comment · Posted Dec 30, 2021 · Jim
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Jim commented,
Once you hit the 750 Topics limit, you won't be able to add additional topics and will be presented with a message in the browser. Also, I'm afraid to say that it's not possible to raise the limit of it. We encourage you to submit feedback regarding this by visiting this link.
Best,
Customer Advocacy Team
View comment · Posted Nov 25, 2021 · Jim
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Jim commented,
I'm afraid to say that it's not possible to set the ticket's Assignee using the Web Widget, at this time. The only functionality that can help you route or assign automatically the ticket to a particular assignee, is the use of Trigger. We encourage you to submit feedback regarding this, by visiting this link.
Best,
Customer Advocacy Team
View comment · Edited Nov 25, 2021 · Jim
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Jim commented,
I've created a separate ticket for your concern and kindly check the email I've sent, in gathering some details to further assist you with this. Here's the separate ticket ID: 9700255, for your reference.
Best,
Customer Advocacy Team
View comment · Posted Oct 27, 2021 · Jim
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