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Sam

Joined Apr 15, 2021

·

Last activity Sep 24, 2024

Zendesk administrator for Lyft, Inc. Zendesk admin since 2012.

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ACTIVITY OVERVIEW

Latest activity by Sam

Sam commented,

Community comment Feedback - Ticketing system (Support)

Hi Ben Wilcox

 

My guess is that it has not reached your tenant yet. Rollouts are through Oct. 4. I'd reach out to your rep and ask if they have done it for your Zendesk instance yet!

 

-Sam

View comment · Posted Sep 24, 2024 · Sam

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Sam commented,

Community comment Feedback - Help Center (Guide)

Hi Sushant A ,


Unfortunately your link is not working. Perhaps it is pending approval?


 

View comment · Posted Jul 24, 2024 · Sam

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Sam commented,

Community comment Feedback - Ticketing system (Support)

Hi Heather Eeles !

 

I would recommend checking into Tag Instructor - it can show a heads-up display in Support based on a tag present in a profile/org/ticket. Hope this helps!

 

Sam

View comment · Posted Jul 19, 2024 · Sam

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Sam commented,

Community comment Feedback - Ticketing system (Support)

Hi Heather Eeles !

 

I would recommend checking into Tag Instructor - if a profile/org/ticket has a certain tag on it, it can do a heads-up display. Hope this helps!

 

Sam

View comment · Posted Jul 19, 2024 · Sam

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Sam commented,

Community comment Feedback - Ticketing system (Support)

Hi Katherine Allen ! This won't solve every use case presented, but the Tag Instructor app might be useful. It looks at tags associated to users/orgs/tickets and can display warnings and pop-ups based on those tags. For example, if a ticket is submitted by a user who has a VIP tag on their profile, an alert could pop up within the ticket telling the agent as much. Hope this helps!

View comment · Posted Jun 13, 2024 · Sam

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Sam commented,

Community comment Feedback - Ticketing system (Support)

In our case, we have users who are both employees and customers of our product (we are in healthcare). Occasionally an employee might sign up for their customer account using their work email address, causing their account to upgrade due to our SSO. Eventually we figure that out, but it is possible the user might have hundreds+ tickets assigned to them by then. It would be easier for us to preserve that information at an agent-level merge than downgrade, merge, then re-upgrade.

View comment · Posted Jun 13, 2024 · Sam

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Sam commented,

Community comment Feedback - Ticketing system (Support)

Hi Admin!

 

This is not possible natively through the web interface currently (unless you would like generic text instead of trying to retrieve specific values from the ticket content) but it is possible through the API, as long as the content follows some kind of patten.

 

Example: If each ticket comes in as “System has experienced a problem with {{service}} and it needs attention” you could retrieve whatever the {{service}} is and post that to the custom field.

 

If you have the ability to run a server-side Bash script, let me know and I would be happy to provide a copy to you. In my past use, we had it running a few times a day server-side to query and manipulate tickets.

View comment · Posted Jun 06, 2024 · Sam

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Sam commented,

CommentHow to customize the theme of the help center

James Skene  Are you trying to populate the data from a custom field using JavaScript on the submission form itself? Do you have a copy or screenshot of the section of code you are attempting to use (but isn’t working)? 

View comment · Posted Jun 05, 2024 · Sam

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Sam commented,

CommentHow to customize the theme of the help center

Hi James Skene !

 

Since end users are the ones submitting tickets, the description would go in as a public comment. One thing to explore might be to have a generic “We've received your ticket” (or something similar) message post as the description, then once the ticket is received, have a trigger with a webhook that posts an internal note to the ticket with all the details the agent needs.

 

Hope this helps!

Sam

View comment · Posted Jun 04, 2024 · Sam

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Sam commented,

Community comment Q&A - Tickets and email

I’ve done this by running a script on a server which would search matching tickets via the API and then parse the text and push the returned values up to ticket fields. If this is something that would be helpful I’m happy to provide it!

View comment · Posted Jun 03, 2024 · Sam

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