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Florian

Joined Apr 15, 2021

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Last activity Aug 05, 2024

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ACTIVITY OVERVIEW

Latest activity by Florian

Florian commented,

Community comment Feedback - Ticketing system (Support)

Makes sense! Please implement. We need that too!

View comment · Posted Aug 05, 2024 · Florian

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Florian created a post,

Post Feedback - Reporting and analytics (Explore)

It seems that it is not possible to create metrics or attributes in the AI dataset that include ticket tags in the formulas.
Is there a way to add this option to the AI dataset?
It is essential for us to exclude merged tickets from the statistics, especially when we want to analyze how many tickets were solved with and without AI. If merged tickets are included with tickets without AI, the report will show inaccurate numbers.

AI dataset:

Posted Jul 22, 2024 · Florian

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Florian commented,

CommentBuilding reports

It appears that [Ticket tags] is not supported in the AI dataset.

This is needed to create metrics or attributes like this:

IF (NOT INCLUDES_ANY([Ticket tags], "closed_by_merge")) THEN [Ticket ID] ENDIF

For example, I want to create a report that shows how many tickets used AI and how many did not, similar to the pie chart in the default dashboard. However, it is necessary to exclude merged tickets from the non-AI tickets to avoid skewing the results.

View comment · Posted Jul 22, 2024 · Florian

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Florian commented,

Community comment Feedback - Ticketing system (Support)

Amisha Sharma, thanks for the great news, when is this update going to be distributed?
I just checked our account, but it does not work yet.

View comment · Edited Feb 27, 2024 · Florian

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Florian commented,

Community comment Feedback - Ticketing system (Support)

Mark Leci, unfortunately, the required fields option doesn't help if something wrong is accidentally entered. In addition, Zendesk is unfortunately not that smart yet and an automatic or trigger that closes a ticket ignores the Required fields option. Of course, various tags, triggers, etc. can be used to close a ticket. However, mistakes can happen and having the option to change values afterwards makes your life much easier, especially when it comes to reporting.

View comment · Posted Jan 26, 2024 · Florian

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Florian commented,

Community comment Q&A - Apps and integrations

Take a look at this article, as it may address what you are trying to accomplish:
https://support.zendesk.com/hc/en-us/articles/4408836523930-Printing-tickets

 

Thank you for the feedback. Unfortunately this is not what I'm looking for. Of course I am familiar with this simple function.


I would like to create an independent PDF document with partly static text content but also dynamic text content (based on ticket and organizational fields). The creation should be done using triggers, for example.

View comment · Posted Oct 10, 2023 · Florian

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Florian created a post,

Post Q&A - Apps and integrations

Hi there,

does anyone have a good, easy and possibly free solution for this topic.

I would like to create a PDF form/document (e.g. a PDF template with some basic information in it) via e.g. macro or trigger and would like to add information from the ticket (ticket field content and organization field content) to this document.

Then I'd either like to download the document in order to send it to the customer or it should automatically be added to a new comment.

Is there any easy way to do that? Does anyone have experience regarding this task?

In my scenario this should something similar like a common RMA form.

Posted Oct 09, 2023 · Florian

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Florian commented,

Community comment Feedback - Ticketing system (Support)

A big plus for this feature. Would be good for us to have this too, as we still have some customers not using mail adresses trying to call us only.

View comment · Posted Oct 05, 2023 · Florian

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Florian commented,

Community comment Feedback - Ticketing system (Support)

I'd give this request a big thumps up.

At the moment I have a annoying workaround via trigger and webhook.

View comment · Posted Oct 05, 2023 · Florian

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Florian commented,

Community comment Feedback - Ticketing system (Support)

We have the same problem and also need to ban only one specific IP address.
I think Zendesk should be able to implement something easily.
Would be great if Zendesk would stop to ignore their customers valid requests.

View comment · Posted Aug 24, 2023 · Florian

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