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Carlos Santos

Joined Apr 15, 2021

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Last activity Apr 01, 2024

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ACTIVITY OVERVIEW

Latest activity by Carlos Santos

Carlos Santos commented,

CommentTeam members and groups

Hi. 

Our current setup allows end-users that are of a specific organisation to read organization tickets without being the requester or CC or follower (i.e. end-users not directly involved in the ticket). I have a group which is now public that I'm considering switching to private due to sensitive ticket content. If I switch that public group to private, will the tickets closed during it's public period remain visible to those not directly involved end-users or will all tickets of the group (old and new, no exception) be restricted as the group is now private?

 

Thank you.    

View comment · Posted Apr 01, 2024 · Carlos Santos

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Carlos Santos commented,

CommentUsing legacy AI agent functionality

Hi. 

 

We have a restricted-access help center and within it several different user segments. Apparently our bot only replies autonomously with answers based on articles that are bound to native user segments like “Signed-in users”. If the articles are restricted to custom user segments like “Partners-only” or similar, then the bot ignores the articles altogether. 

 

Is there documentation on the relationship of generative replies with the help center's user segments that I can consult?
Also, and above all, does the bot handle restricted-access articles properly or are there known limitations (I think I saw a comment somewhere that handling restricted-access articles was going to be released Jan 2024)?

 

Thank you.

View comment · Posted Mar 29, 2024 · Carlos Santos

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Carlos Santos commented,

CommentExplore recipes

Hi.

From the comments, I gather the answer to this question is still NO but just in case something changed recently here goes:

Is it possible to generate a report that shows how much time a ticket has been assigned to each of my teams from creation to closure? 

Thank you.

 

View comment · Posted May 29, 2023 · Carlos Santos

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Carlos Santos commented,

Community comment Feedback - Help Center (Guide)

Why is being able to export a simple list of articles with all its attributes (if not content as well) being discussed for years as if it weren't something that SHOULD exist as a basic core feature? I use API and marketplace apps for unusual stuff, generally very specific to my needs. I shouldn't need to use them for something that should exist since the guide was first made available. 

View comment · Posted May 19, 2023 · Carlos Santos

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Carlos Santos commented,

Community comment Feedback - Ticketing system (Support)

Clearing dates would be useful, but clearing ANY fields would be perfect. Like text fields, for instance.

View comment · Posted Mar 01, 2023 · Carlos Santos

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Carlos Santos commented,

Community comment Feedback - Ticketing system (Support)

My 2 cents on this feature's "quality", reposted from:

https://support.zendesk.com/hc/en-us/articles/4591924111770-Using-lookup-relationship-fields

 

THIS:

"Unfortunately, I have to agree that this looks like a half-baked feature. Lots of potential but then (according to Zendesk support on using user lookup fields in views):

(...) you are not able to use end-user identities as a condition.  Even if this is within a lookup relationship field with no filters on it. You are able to add a custom lookup relationship field to the columns for a custom view, but you cannot use that field to group or order the view (...)

So forget about having views that show tickets where in the lookup field you have end-user X. And forget about grouping or sorting views using those fields..."

 

AND ALSO:

 

"We have tons of situations where the ticket is pending on specific users of our Zendesk (approval, participation, clarification, execution, etc). And they may be agents or end-users. So I'm using a lookup field to allow the agents to associate each ticket with the user the topic is pending on and I also record the date. And that part works fine.

However, I need my agents to be able to create views where they have the tickets pending on specific users (one or more) and at this point we can use lookup fields as criteria but we can only search for agents. No good.

Additionally, even if we could specify one or more end-users as criteria, we can't use the  lookup field to group or sort the view. If we have a view that lists a lot of tickets pending on a lot of different users, that would come handy. But we can't. Also no good.

On top of that, maybe we could use Explore to generate dashboards to take the place of the views we can't create. Big NO on that one as well.

My workaround: I have a parallel field (simple drop-down) where, using external API automations, I create an option for the user the ticket is pending on. When I change the lookup field, the automation updates the options in the parallel drop-down and updates the ticket with the correct option. Given that the simple drop-down does, in terms of views and Explore, everything the lookup field can't, the issue is resolved.

 

AND MORE RECENTLY:

If a lookup field has had a value in the past, that was cleared at some point, if it is being used as criteria in a view, it will always return TRUE if the filter is "fieldX is present", even if there's no value there...

 

C'mon Zendesk...

 

 

 

 

View comment · Posted Nov 30, 2022 · Carlos Santos

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Carlos Santos commented,

CommentTicket customization

Hi Ashwin Raju.

We have tons of situations where the ticket is pending on specific users of our Zendesk (approval, participation, clarification, execution, etc). And they may be agents or end-users. So I'm using a lookup field to allow the agents to associate each ticket with the user the topic is pending on and I also record the date. And that part works fine.

However, I need my agents to be able to create views where they have the tickets pending on specific users (one or more) and at this point we can use lookup fields as criteria but we can only search for agents. No good.

Additionally, even if we could specify one or more end-users as criteria, we can't use the  lookup field to group or sort the view. If we have a view that lists a lot of tickets pending on a lot of different users, that would come handy. But we can't. Also no good.

On top of that, maybe we could use Explore to generate dashboards to take the place of the views we can't create. Big NO on that one as well.

My workaround: I have a parallel field (simple drop-down) where, using external API automations, I create an option for the user the ticket is pending on. When I change the lookup field, the automation updates the options in the parallel drop-down and updates the ticket with the correct option. Given that the simple drop-down does, in terms of views and Explore, everything the lookup field can't, the issue is resolved.
But let's be honest, it's a major overkill. The lookup field should do it all.

Thank for looking into this.

 

View comment · Posted Nov 17, 2022 · Carlos Santos

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Carlos Santos commented,

CommentTicket customization

Unfortunately, I have to agree that this looks like a half-baked feature. Lots of potential but then (according to Zendesk support on using user lookup fields in views):

(...) you are not able to use end-user identities as a condition.  Even if this is within a lookup relationship field with no filters on it. You are able to add a custom lookup relationship field to the columns for a custom view, but you cannot use that field to group or order the view (...)

So forget about having views that show tickets where in the lookup field you have end-user X. And forget about grouping or sorting views using those fields...

Very disappointing. 

And I haven't checked Explore yet...

View comment · Posted Nov 16, 2022 · Carlos Santos

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Carlos Santos commented,

Community comment Feedback - Reporting and analytics (Explore)

+1

View comment · Posted Nov 04, 2022 · Carlos Santos

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Carlos Santos commented,

Community comment Q&A - Account and billing

Hi Gabriel.

The "edit view" shows (at least to me, not sure if Zendesk's licensing or version changes that somehow) when the view was last updated but not by whom and not who created it in the first place. And going through the logs is exactly what I do but there should be an easier way, I think.

Thank you.

 

View comment · Posted Nov 04, 2022 · Carlos Santos

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