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TylerE Comfort
Joined Apr 15, 2021
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Last activity Dec 28, 2023
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Latest activity by TylerE Comfort
TylerE Comfort commented,
I'll also add the external app allows for redacting from:
- SMS tickets
- Social tickets
View comment · Posted Jul 16, 2023 · TylerE Comfort
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TylerE Comfort created a post,
We still rely on the external redaction app b/c it covers things that Agent workspace will not, such as "Ticket X has been merged into this ticket"
Its not perfect b/c it won't do closed tickets, but agent workspace won't allow you to do it even if the ticket is brand new. This means if an agents merges a ticket with a PII attachment before redacting - I as an admin have to basically delete the merged ticket, which I can't do for legal reasons.
Up until now I've been using the external app, but its really important Zendesk resolve this before the deprecate the app - and I know its already out of the app store.
Posted Jul 16, 2023 · TylerE Comfort
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TylerE Comfort commented,
+1
View comment · Posted Jun 09, 2022 · TylerE Comfort
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TylerE Comfort commented,
Thanks Martin Holmes - one thing I'll add is while I think parsing the SMS log table is definitely useful, I've come around to thinking the api log is a better option. We'd like an accurate history of our SMS interactions, but if the phone number on the zendesk profile changes that number is lost.
Currently with emails you can "view original email" as well as find the email address in the comments api (although that could be easier). As far as I can tell sms number data does not exist in the api, and I definitely know it doesn't exist in the ticket UI. Having that information more visible would alleviate a lot of our problems. If I had to pick between solving the SMS log scalability or documenting sms numbers in the api/ticket ui, I'd go with the latter, although either improvement is welcome.
View comment · Posted May 25, 2022 · TylerE Comfort
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TylerE Comfort commented,
This was woking fine for us, but it stopped and I've been unable to get it working again. I'm using a target with a basic authenticion using token. I know that the authentication is working fine b/c I've tested it without the liquid markup and it updates the ticket (I'm using the update many endpoint).
Something is off with the code. I keep getting the unable to parse json error. I've tried copying as a single line, multiline. Not sure if Zendesk changed something.
{"ticket":
{% for comment in ticket.comments offset:0 limit:1 %}
{% if comment.attachments.size > 0 %}
{"additional_tags":["attachments_yes"]}
{% else %}
{"additional_tags":["attachments_no"]}
{% endif %}
}
{% endfor %}
View comment · Posted May 22, 2022 · TylerE Comfort
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TylerE Comfort created a post,
Feature Request Summary:
The "Message details" box in the talk history section is unusable for high volume accounts. Adding the ability to filter time/date would be very helpful, or alternately, logging the sms numbers used in the ticket event history/api.
Description/Use Cases:
The message details table is unusable for me - it takes forever to load and will glitch out when I try to change pages - I'll go to page 3, it takes 60 seconds to load, and then I click page 5 and it just keeps staying on 3. One time I spent an hour and was only able to get up to page 7.
Because ticket even history won't show the numbers, nor does the api, this is the only way.
Please add filters to this feature including date/time so we can quickly parse it.
Business impact of limitation or missing feature:
We had an issue where I needed to determine a customer's number at the time of texting because an agent mistakenly edited the number, but I can't see it. Additionally, there have been times when messages have gone down (likely due to carrier outage), but its hard to parse the data to do more precise troubleshooting.
Posted May 11, 2022 · TylerE Comfort
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TylerE Comfort commented,
The message details table is unusable for me - it takes forever to load and will glitch out when I try to change pages - I'll go to page 3, it takes 60 seconds to load, and then I click page 5 and it just keeps staying on 3. One time I spent an hour and was only able to get up to page 7.
Because ticket even history won't show the numbers, nor does the api, this is the only way. We had an issue where I needed to determine a customer's number at the time of texting because an agent mistakenly edited the number, but I can't.
Please add filters to this feature including date/time so we can quickly parse it.
View comment · Posted May 11, 2022 · TylerE Comfort
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TylerE Comfort commented,
My channel became unauthorized, and when I reauthorized it in the new admin portal, it just took me to an error page.
After removing and re-adding the account I'm still getting errors.
I'm now filing a ticket about this but it seems like whatever used to work in the old admin portal no longer works in the new one.
View comment · Posted Mar 14, 2022 · TylerE Comfort
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TylerE Comfort commented,
ZZ Graeme Carmichael Thanks! Unfortunately it appears the VIA api still shows the primary email, not the one used to send. I just tested it out.
View comment · Posted Nov 09, 2021 · TylerE Comfort
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TylerE Comfort created a post,
We're revising our account verification process, and I've learned that Zendesk won't allow you to email users' secondary email addresses.
This definitely should be fixed, but now I'm realizing we can't even easily see users' secondary email address easily, or see what account the ticket is coming from. The only way to tell is to find the "view original email" which is hugely inconvenient for our team members.
I figured I'd use a target to automate an internal note showing the incoming requester address as email tickets are created, but it looks like this isn't an option. Is there anyway to find that information via api?
Posted Nov 05, 2021 · TylerE Comfort
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