Recent searches


No recent searches

Ahmed Esmat's Avatar

Ahmed Esmat

Joined Apr 16, 2021

·

Last activity Nov 07, 2022

Following

0

Followers

0

Total activity

57

Votes

20

Subscriptions

22

ACTIVITY OVERVIEW

Latest activity by Ahmed Esmat

Ahmed Esmat commented,

CommentJira integration

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

0

Followers

0

Votes

0

Comments


Ahmed Esmat created a post,

Post Feedback - Ticketing system (Support)

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

2

Followers

6

Votes

2

Comments


Ahmed Esmat commented,

CommentTicket customization

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

0

Followers

3

Votes

0

Comments


Ahmed Esmat created a post,

Post Feedback - Apps and integrations (Platform)

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

0

Followers

1

Vote

0

Comments


Ahmed Esmat commented,

CommentTicket management

"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

0

Followers

0

Votes

0

Comments


Ahmed Esmat commented,

CommentTicket editor, assignee, and requestor

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

0

Followers

3

Votes

0

Comments


Ahmed Esmat commented,

Community comment Feedback - Ticketing system (Support)

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

0

Followers

7

Votes

0

Comments


Ahmed Esmat commented,

CommentJira integration

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

0

Followers

0

Votes

0

Comments


Ahmed Esmat created a post,

Post Feedback - Ticketing system (Support)

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

2

Followers

1

Vote

1

Comment


Ahmed Esmat commented,

Community comment Feedback - Ticketing system (Support)

Strongly need to build triggers around light agents actions. 

View comment · Posted Oct 26, 2021 · Ahmed Esmat

0

Followers

2

Votes

0

Comments