Recent searches
No recent searches

Dan Reyes-Cairo
Joined Apr 16, 2021
·
Last activity Feb 16, 2024
Following
0
Followers
0
Total activity
26
Votes
12
Subscriptions
6
ACTIVITY OVERVIEW
BADGES
ARTICLES
POSTS
COMMUNITY COMMENTS
ARTICLE COMMENTS
ACTIVITY OVERVIEW
Latest activity by Dan Reyes-Cairo
Dan Reyes-Cairo commented,
I just ran into and resolved an issue using Postman for API requests where the following was returned:
"error": "Couldn't authenticate you"
Per the API documentation I was using the following so everything should have been set up correctly:
- Basic Auth
- Format: {admin_email}/token:{admin_api_key}
- URL: {my_domain}.zendesk.com/api/v2/{endpoint}
Turns out, when the base64 encoded Authentication value was being decoded in Postman, it was adding an additional colon : to the decoded username string (I had to check this using a third-party decoding site).
To resolve, I had to:
- Copy the rendered Authorization value in the Header's tab
- set Postman to "No Auth"
- Manually input the "Authorization" key on the Header's tab
- Paste in the copied value
- Remove the "g==" that had been added to the encoded value (which removed the colon from the decoded value back to what I had originally input)
At that point my requests started going through. Hope this helps anyone else that runs into this with Postman!
View comment · Posted Sep 27, 2022 · Dan Reyes-Cairo
0
Followers
2
Votes
0
Comments
Dan Reyes-Cairo commented,
Yikes, Neill Shurville - can you confirm whether, in your experience, SLA's don't work at all (i.e. Zendesk chose to not enable SLA's within the messaging experience), or whether they're just unreliable (dependent upon an agent updating the status of the message ticket - which is uncommon).
Not having functional SLA's would be a blocker for us enabling messaging for our team.
View comment · Edited Jul 12, 2022 · Dan Reyes-Cairo
0
Followers
2
Votes
0
Comments
Dan Reyes-Cairo created a post,
Why on earth does bulk deleting "Deleted tickets" take eons to complete? Permanently deleting "Suspended tickets" is instantaneous!
Please consider speeding up whatever process is occurring on the backend so that we don't have to wait forever for these actions to complete (I just timed it - Deleting 30 "Deleted tickets" permanently took exactly 3 minutes and 47 seconds to complete).
Posted Mar 30, 2022 · Dan Reyes-Cairo
1
Follower
1
Vote
0
Comments
Dan Reyes-Cairo commented,
Yes, this is essential! We've been doing a ticket audit on our systems and have noticed lots of null required fields in our data.
We'll be working with agents to assure that they're filling these fields in before merging, but the value of having a required field is lost when there's a major loophole like this.
Compounding the issue is that even if an agent fills in the required field into the dropdown, when they merge the ticket that field isn't saved to the ticket prior to closing. So the order of operations here isn't right because it's trying to apply the field change after the status change.
Please fix!
View comment · Edited Mar 28, 2022 · Dan Reyes-Cairo
0
Followers
6
Votes
0
Comments
Dan Reyes-Cairo commented,
🥳
View comment · Posted Mar 04, 2022 · Dan Reyes-Cairo
0
Followers
2
Votes
0
Comments
Dan Reyes-Cairo commented,
Hi all, glad to have found this thread.
What works well today with the SLA feature?
We're pretty happy with the opportunity to create SLA policies based on customer segments and reply times. Things can get pretty complicated when it comes to prioritizing who gets helped first and the SLA framework provides some much-needed structure to allow agents to focus on a "top-of-the-bucket" list so they spend less time evaluating for priority and more time assisting customers.
What limitations do you hit while using it?
Currently we're noticing that certain scenarios will force a First Reply Time ticket to deflect to the bottom of the queue with no applied SLA:
- Scenarios where a ticket is re-opened by the user writing in from a different email address, or a separate user who was CC'd in on the thread but wasn't on the original ticket
- Issues that originate from a Chat (our agents are using the Agent Workspace for chat sessions) since FRT SLA's only target email responses to a ticket and typically if a ticket originating from a chat session remains open or unanswered from an agent, there is no public reply from the end-user.
What do you wish it would do differently for you? Why?
Ideally there should be no scenario in which a new ticket is created in the Agent workspace by an end-user, regardless of channel origin, so that the First Response Time SLA triggers. This will assure that users receive timely responses and agents are free to focus on tickets that are prioritized according to SLA response times.
What is the impact on your business?
Currently we have to adapt our process to account for these outliers, and although we do a pretty good job, tickets do slip through the cracks. Not only does this impact a customer first impression (we typically maintain a 45-minute FRT SLA), it negatively impacts the accuracy of our reporting which de-values the data we're receiving from Zendesk.
Thanks for looking into this!
View comment · Posted Mar 01, 2022 · Dan Reyes-Cairo
0
Followers
1
Vote
0
Comments
Dan Reyes-Cairo commented,
Yeah, this non-feature makes me sad! We're constantly building custom responses based on customer needs using macro details so adding this unnecessary newline just means that we're constantly having to backspace to get everything re-positioned in-line again.
- Return key = easy. I can do that anywhere.
- Up arrow, Command + right arrow, Delete a bunch = a hassle.
What's worse is that you can actually add additional newlines to the macros themselves, so if people really wanted to have this behavior, they could just add it themselves.
Please save us the keystrokes!!
View comment · Posted Sep 08, 2021 · Dan Reyes-Cairo
0
Followers
0
Votes
0
Comments
Dan Reyes-Cairo commented,
Yes, let's please not overcomplicate this - provide a dropdown setting where we can choose what behavior we want and let's make everyone happy at the same time.
View comment · Posted May 26, 2020 · Dan Reyes-Cairo
0
Followers
1
Vote
0
Comments