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Ahmed Esmat
Joined Apr 16, 2021
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Last activity Nov 07, 2022
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Latest activity by Ahmed Esmat
Ahmed Esmat commented,
Hello,
We are the post trigger for status updates and it is working fine when the Jira issue is linked to a single Zendesk Ticket. However, when we link multiple Zendesk tickets, none of them gets updated when the Jira is updated. Is there a solution or a workaround to this?
Regards,
Ahmed
View comment · Posted Nov 07, 2022 · Ahmed Esmat
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Ahmed Esmat created a post,
lookup relationship fields is a great feature, but not fully integrated in workflows (macros, triggers, and automations). I have done some testing and found out If it is of user type:
- Cannot be used in views to filter on “(current user)”
- Cannot be used in trigger actions to send emails
- Cannot be sent an email in automations
Hope this is considered as an immediate requirement!
Posted Oct 06, 2022 · Ahmed Esmat
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Ahmed Esmat commented,
That is what I am looking for. But I have done some testing and found out If it is of user type:
- Cannot be used in views to filter on “(current user)”
- Cannot be used in trigger actions to send emails
- Cannot be sent an email in automations
So, that is not a complete solution/feature!
Is there any solution to this?
View comment · Edited Oct 09, 2022 · Ahmed Esmat
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Ahmed Esmat created a post,
It is required to extract the integration log messages along with the details for analysis and reporting. This is expected to be done through both the UI and API calls.
They can only be browsed here:
https://.zendesk.com/admin/apps-integrations/integrations/logs
Posted Sep 02, 2022 · Ahmed Esmat
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Ahmed Esmat commented,
"In a upcoming release, this will change so that views will use the schedule that is applied to the ticket."
What is the ETA?
View comment · Posted Jun 10, 2022 · Ahmed Esmat
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Ahmed Esmat commented,
The ability to edit closed tickets is extremely needed to be able to alter ticket fields values and tags. Use cases include modifying custom field values when they change, and correcting wrong values. Another use case is switching a custom ticket field type from free text to a drop-down field.
View comment · Posted Mar 29, 2022 · Ahmed Esmat
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Ahmed Esmat commented,
The ability to edit closed tickets is extremely needed to be able to alter ticket fields values and tags. Use cases include modifying custom field values when they change, and correcting wrong values. Another use case is switching a custom ticket field type from free text to a drop-down field.
View comment · Posted Mar 29, 2022 · Ahmed Esmat
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Ahmed Esmat commented,
Adding a ticket tag that starts with "jira_" also adds a label to the linked Jira issues. But how can it be removed from Jiras when removing it from the ticket?
View comment · Posted Mar 23, 2022 · Ahmed Esmat
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Ahmed Esmat created a post,
We need a custom ticket field that lists the agent groups and names similar to the Assignee field. This would help if consultancy is needed from L3 or Dev teams without re-assigning the tickets. This is different from Follower since it may contain many other internal users and cannot filter on a single value.
Posted Nov 02, 2021 · Ahmed Esmat
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Ahmed Esmat commented,
Strongly need to build triggers around light agents actions.
View comment · Posted Oct 26, 2021 · Ahmed Esmat
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