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Auf Mir

Joined Apr 15, 2021

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Last activity Dec 27, 2023

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Latest activity by Auf Mir

Auf Mir commented,

Community comment Feedback - Ticketing system (Support)

We have the same issue here at my large enterprise. We have many groups supporting the entire HR function. 

Basic concept:
Colleagues submits a form. 
That form can get moved between 2-6 different groups 
Ticket is solved
Ticket is closed
Colleague creates follow up
Ticket either goes back to the initial group rather than the solving group

Tickets are private so different groups can't see other groups tickets. I end up stuck and using 3 triggers per group would result in thousands of triggers!

View comment · Edited Feb 25, 2022 · Auf Mir

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Auf Mir commented,

CommentExplore recipes

I have a similar query I am really struggling with. 

I have over 900 groups with my instance of Zendesk with 100's of triggers that assign a ticket to the initial group.

What I am trying to identify is 

First group   |    Second group   |    Total

ABC             |         DEF             |      20

EFG             |         DEF             |      19

ERF             |         HUI              |      15

For last week 

This is so I can see if I can intervene and provide a solution that means the tickets don't have to be moved and improve our FTR (first-time resolution)

When I run the queries I get a lot of entries where the ticket started in group 1 went to group 2 then back to group 1. 
The result is then 
Group 1 to group 1 = 2266 tickets 

If I exclude these tickets that came back to the original group then I am losing the data of where it went from the first group to the 2nd group. I could am then missing possible opportunities to improve a process and have a single group deal with a specific issue. 

Thank you for all the help

View comment · Posted Jul 16, 2021 · Auf Mir

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Auf Mir commented,

Community comment Feedback - Reporting and analytics (Explore)

I would like to second this. 

Some of my dashboards contain information on a monthly bar chart. Having greater width would provide me with a better viewing experience and also clearer graphs for stakeholder.

I do happen to have 2x 32 inch 4k screens so I can fit a lot of data on one screen. Custom width would be great We already have custom height. 

View comment · Posted Jul 14, 2021 · Auf Mir

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Auf Mir commented,

Community comment Q&A - Tickets and email

Hi Dave, 

Thank you that is great!

I was so close! Yet so far away...
Thank you for the support 

View comment · Posted Jun 16, 2021 · Auf Mir

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Auf Mir created a post,

Post Q&A - Tickets and email

Hi, 

I have a requirement for a regex field that accepts a 9 digit number separated by a comma that can be used for more than 1 group of 9 digit numbers.

Example

111222333,444555666,777888999, 

Behind the scenes one of our systems can pick this these numbers as long they are separated by a comma

Complications:

1. We don't know exactly how many groups of 9 digit numbers an end-user will put in it could once or it could be 10 times (the 9 digit numbers are product ID's)

2. If an end-user inputs only one ID e.g. 333444555 they may not use a comma can we force the comma? Or make the comma optional?

3. If they input more than one ID the last ID will need to end on a comma can we force this or again make the last I.D have an optional comma at the end?

The system we can set to pick up whatever is the best option for the rubular within the regex field. 

After trying like a million times using rubular I have not been able to find the best method to fit my requirements. 

Would anyone else have any idea how I could make this work?

Thank you very much!

Posted Jun 15, 2021 · Auf Mir

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Auf Mir created a post,

Post Q&A - Apps and integrations

We have integrated a mailbox into Zendesk at the server level within our business. The integration auto forwards all emails that are received at that address to Zendesk to create tickets.

The issue we have is that sometimes the tickets are not being created at all.

Does anyone know the exact criteria Zendesk uses to workout what emails to turn into tickets?

We managed to isolated our queries possibly down to items in the email header:
Sender
Reply to
Reply path 

Does Zendesk need all of these, or a combination? Or is there anything specific that must be in these fields?

Additionally does Zendesk have any issues if the address has 'no reply' in the address? As one of the systems we have sends out emails from a no reply address but we do need it to create tickets as there are actions attach to those emails. 

 

Thank you everyone 

all the best 

 

Posted Jan 25, 2021 · Auf Mir

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