Recent searches


No recent searches

Terry Ehrhard's Avatar

Terry Ehrhard

Joined Apr 16, 2021

·

Last activity Aug 08, 2023

2+ years as Administrator/Architect/Solutions Engineer on Zendesk supporting 1000+ agent users, 1800 triggers, 500+ views, 100+ groups, 300+ support addresses, numerous endpoints, and many different configurations and solutions spanning a worldwide global instance with multiple languages. Contributor to many new/existing features and apps within the Zendesk product

Following

0

Followers

2

Total activity

56

Votes

5

Subscriptions

22

ACTIVITY OVERVIEW

Latest activity by Terry Ehrhard

Terry Ehrhard commented,

Community comment Feedback - Ticketing system (Support)

Inside the attachments anything textual based like PDFs, Excel, Word, TXT, PowerPoint.   Our business users frequently search for Purchase Order Numbers, Serial Numbers, MAC addresses, etc that are inside the attachments, not within the email body or subject

View comment · Posted Aug 08, 2023 · Terry Ehrhard

0

Followers

2

Votes

0

Comments


Terry Ehrhard commented,

CommentTicket basics

Navin Karunanithi  Very possible.  See this endpoint referencing organizations

https://{your domain here}/api/v2/search.json?query=type:organization "zone tech" updated>2020-09-07T19:00:00Z updated<2021-09-07T23:59:59Z

View comment · Posted Jun 13, 2023 · Terry Ehrhard

0

Followers

0

Votes

0

Comments


Terry Ehrhard commented,

Community comment Feedback - Ticketing system (Support)

I want to refresh my comments made back in 2019, almost 4 years ago.  This in my opinion is a big functionality miss since it is a feature inherent to Microsoft products and thus when moving a team from Outlook to Zendesk they take a functionality hit backwards.  Since a lot of information is contained within attachments in our business, think order numbers, part numbers, serial numbers, etc, the Agent is now incapable of searching past requests as they had in the past.  The teams who have a significant need to search attachments still have emails flowing to Outlook so they can search effectively.  Therefore by not fixing this functionality you have caused reliance on backward compatible Outlook and prevented our users from 100% embracing Zendesk.  You want to be able to break the tie to Microsoft outlook completely and omitting this functionality prevents that from occurring.

 

Your CX and Leadership teams should seriously reconsider this functionality to compete with and differentiate from Microsoft Outlook.

View comment · Posted May 16, 2023 · Terry Ehrhard

0

Followers

3

Votes

0

Comments


Terry Ehrhard commented,

CommentUsing Built by Zendesk apps

Jeremy Pinar The app associates one to many emails to a group with a default address if one is not selected or if the group changes.  The problem/challenge is as you described, if the agent is associated with one or more groups then any of those addresses associated with any of the groups the agent is associated with is acceptable.  

This is an inherent flaw (some would say benefit) that there is not a firm email to group or email to brand association regardless of the agent's affiliation to the group.  Due to other challenges we face, we have had to keep track of that email-group association in our own database to support our customers.  This is something Zendesk needs to address to make and enforce a cross-reference tie between email and group. 

Note, we have taken steps to remedy some of this by creating triggers that will submit a web hook call to change the email address.  Unfortunately though this won't help in your situation since the web hook will fire AFTER the agent submits changes and thus an automatic email reply with a potentially incorrect address.

View comment · Posted Jul 08, 2022 · Terry Ehrhard

0

Followers

1

Vote

0

Comments


Terry Ehrhard commented,

Community comment Feedback - Apps and integrations (Platform)

Ryan P. We use this all the time since we get multiple requests into different group email addresses and wish to standardize them and consolidate them even while using Select an Address App.

To do this, create a put webhook target with https://yourwebsite.zendesk.com/api/v2/tickets/{{ticket.id}}.json

Then inside the trigger (we check the "received at" addresses we want to consolidate)

place this json body

{"ticket": {"recipient": "youraddress@yourdomain.com"}}

Just realize this webhook will fire concurrently with any triggers and I have seen it be the last thing that executes due to timing of triggers vs API calls.

View comment · Posted Jun 27, 2022 · Terry Ehrhard

0

Followers

1

Vote

0

Comments


Terry Ehrhard commented,

Community comment Feedback - Ticketing system (Support)

Everyone needs to upvote and encourage Zendesk product team to make this a priority.  

Zendesk Team - At minimum the product should match functionality within Microsoft Office which is what our company has been moving away from, so the last thing we want to do is *reduce* functionality.  I would think you would agree.

Enterprise searching is a key component of any/all organizations and email containing critical information with attachments containing an equal and often more important data.  Not having search working within attachments is a significant detriment and after 4 years of this request being open it is time to address this.

View comment · Posted Jun 07, 2022 · Terry Ehrhard

0

Followers

7

Votes

0

Comments


Terry Ehrhard commented,

CommentTicket basics

Is there a way to search on multiple groups or multiple forms?  Seems with each field you can only search for one item.  Also seems to be the case within Search API.  Any help would be appreciated

View comment · Posted Dec 10, 2021 · Terry Ehrhard

0

Followers

0

Votes

0

Comments


Terry Ehrhard commented,

CommentUsing Built by Zendesk apps

Sam - You have to define a default and all the email addresses associated for each group otherwise that group won't see those addresses within Select an Address and will land using your default address.  To ease this process we utilize a spreadsheet for the Default and All addresses.   This helps format the structure easily and allows anyone to copy/paste the lower rows at the bottom with any new groups or addresses to be added.  Since this is JSON, when you are done with edits to the spreadsheet, paste the content into a text editor and remove all tab and paragraph marks.  As an extra check, take the raw text and place into a JSON Formatted to make certain the JSON is properly formatted.  When it is successful, place the Default and ALL into the correct locations within Select an Address. 

Also one last word of caution, since Select an Address caches the content, wait 20 minutes or more from the time of adding the address into Zendesk before you place the updates within Select an Address.  Otherwise you will get an error message stating the address cannot be found.  Likewise in reverse if you remove an address, remove the address from Select an Address, wait 20 minutes or more, then remove the address from Zendesk.

Sample ALL

{" My Group 1 ": " mygroup1@youralias.zendesk.com
    , mygroup1b@youralias.zendesk.com
    , mygroup1c@youralias.zendesk.com
    , mygroup1d@youralias.zendesk.com
", " My Group 2 ": " mygroup2@youralias.zendesk.com
    , mygroup2b@youralias.zendesk.com
    , mygroup2c@youralias.zendesk.com
    , mygroup2d@youralias.zendesk.com
", " My Group 3 ": " mygroup3@youralias.zendesk.com
    , mygroup3b@youralias.zendesk.com
    , mygroup3c@youralias.zendesk.com
    , mygroup3d@youralias.zendesk.com
"}      

Sample DEFAULT

{" My Group 1 ": " mygroup1@youralias.zendesk.com "
, " My Group 2 ": " mygroup2@youralias.zendesk.com "
, " My Group 3 ": " mygroup3@youralias.zendesk.com "
}        

 

 

 

View comment · Posted Nov 17, 2021 · Terry Ehrhard

0

Followers

2

Votes

0

Comments


Terry Ehrhard commented,

CommentUsing Built by Zendesk apps

I would like to see this app have more functionality to include/exclude files based on the role.  For instance we often get documents from various third parties that need to part of the ticket request, yet we want to exclude those files for end users since those documents would contain private information.  Currently the file is either attached for everyone to see or it is removed.  The only way around this is to create another completely separate ticket which contains the original content minus the attachments.  This is cumbersome and not a good process to have two tickets for one request.

I recommend having a means to "toggle" the attachment to be "private", much like a public or private comment, which would then remove all past history or any means for the file to be shown in the communications going forward.  This would be similar to Outlook where a request comes in with lots of data and attachments and the Associate/Agent can then remove the data and attachments that should not be exposed and include other customers with only the information that is relevant and public.

View comment · Posted Nov 13, 2021 · Terry Ehrhard

0

Followers

1

Vote

0

Comments


Terry Ehrhard commented,

Community comment Discussion - Tips and best practices from the community

I find this very useful since we need to know about attachments the moment the ticket arrives (hint hint wink wink - Zendesk team why isn't this field within core Ticket API results....?).  One thing I noticed is occasionally we get the following error and wondering if anyone else experienced this issue.  And if so, how was or could this be fixed? 

Seems to only happen every so often yet sometimes I see groups of tickets in a short period where this occurs and worried this extension may fail as we continue to add new groups.

{
"error": "ParameterMissing",
"description": "Parameter Both ticket ids and arguments must be present is required"
} 

View comment · Posted Apr 01, 2021 · Terry Ehrhard

0

Followers

0

Votes

0

Comments