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Daniël Nieuwendijk
Joined Apr 15, 2021
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Last activity Jan 23, 2025
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Latest activity by Daniël Nieuwendijk
Daniël Nieuwendijk commented,
What happens if ticket X from user A is merged into ticket Y from user B, and then ticket Y itself is closed without a follow-up ticket, after which user A responds to an outgoing email from ticket X? When a new ticket is created, will its requester be user A, or user B?
View comment · Posted Jan 07, 2025 · Daniël Nieuwendijk
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Daniël Nieuwendijk commented,
So, what we've been doing is to have Groups that are aligned with Brands, with Triggers assigning tickets in Brand A to Group A, tickets in Brand B to Group B, and so on. Team members have roles that only allow them access to ticket in their own groups.
If I understood the announcement correctly, using Department Spaces i.e. Brand membership would have pretty much the same result as what I've described, wouldn't it?
View comment · Posted Oct 29, 2024 · Daniël Nieuwendijk
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Daniël Nieuwendijk commented,
Agreed! Just a few days ago, we were having trouble finding out why all our licenses were used, although the number of users filtered by roles that SHOULD have a license suggested there should be one available license still. It turned out that one user that was turned into a Light Agent had had all but the Chat tickbox unticked, making them still take up a license. This was unintended and made us lose time trying to figure out what was wrong.
So yes, please create a "has license" filter.
View comment · Posted Feb 14, 2024 · Daniël Nieuwendijk
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Daniël Nieuwendijk commented,
👆This feature would be a great improvement to Triggers. I run into this limitation regularly, when I just want to fire a trigger when a certain custom field is changed. Please add the tests that are already available for system fields also to custom fields:
View comment · Posted Feb 13, 2024 · Daniël Nieuwendijk
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Daniël Nieuwendijk commented,
I'd be interested in viewing the recording, too.
View comment · Posted Nov 13, 2023 · Daniël Nieuwendijk
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Daniël Nieuwendijk commented,
Wouldn't this work?
View comment · Posted Aug 03, 2023 · Daniël Nieuwendijk
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Daniël Nieuwendijk commented,
I feel your pain. We too have many (too many) ticket fields! However, I've found that, actually, you CAN "type to search" . Only thing is, after you've clicked the dropdown, you must prefix the ticket field name you are typing with "ticket: " (which is how they are listed in the dropdown) and you have to type relatively fast.
That said, I support your suggestion to use out the improved UI also in Automations.
View comment · Edited May 09, 2023 · Daniël Nieuwendijk
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Daniël Nieuwendijk created a post,
I would like to be able to use incoming emails' headers, such as To (and I suppose From and CC as well) as trigger conditions.
Use case:
I want tickets received via aliases to be assigned to the brand which is associated with the mailbox. We have, let's say, support@domain.com and service@domain.com, belonging to the same mailbox. The "support" alias is the primary one and is how the mailbox shows up in Channels, associated with Brand XY. Currently, tickets via the secondary alias "service" will be assigned to the default brand instead of to XY. Zendesk only offers a non-supported way with major caveats to deal with aliases to resolve this. issue.
Alternatively, Zendesk could make the entire headers available as a condition and offer a RegEx operator.
Posted Mar 22, 2023 · Daniël Nieuwendijk
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Daniël Nieuwendijk created a post,
As outlined in your post Why don't timestamps in the agent interface always match the UTC timestamp?, timestamps that were set outside DST / Summer Time are shown differently after the current timezone has shifted into DST/Summer Time.
Example: a ticket comment was added at 10:00 in December, during CET*, outside of Summer Time. At the moment of writing this forum post, we are in CEST**. When I view the ticket comment in Zendesk Support UI, it shows a timestamp of 11:00. I would expect to be shown 10:00.
* Central European Time, which is UTC+1 and extends (roughly) between end of October and start of April.
** Central European Summer Time, which is UTC+2
Posted Jul 26, 2022 · Daniël Nieuwendijk
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Daniël Nieuwendijk commented,
Hi Neil,
Thanks for engaging! I'd like to be able to go from this:
to something along the lines of this:
I find that the column of whitespace on the left is unnecessary. As becomes clear from the second picture, removing the whitespace makes it possible to fit quite a bit more text on the screen.
View comment · Posted Feb 15, 2022 · Daniël Nieuwendijk
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