Jimmy Rufo
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Recent activity by Jimmy Rufo-
Tracking client requests when internal users submit on a client's behalf - Best Practices?
Hi All, We have scenarios where an internal consultant/account manager submits issues on behalf of their client. From a reporting standpoint, the organization shows as coming from our internal com...
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Add trigger condition when new tag is added to existing tags
I'd like to set up a trigger for when we link a Zendesk ticket to a JIRA ticket, via the two way integration. When that linkage happens, a "jira_escalated" tag gets added to both Zendesk and JIRA ...
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Automatically CCing an agent when Agent forwarding is enabled
Hi ZD Community, Hoping someone can help with this inquiry, and I have not had luck with native functionality. Please see thread: https://support.zendesk.com/hc/en-us/articles/4408846792090?page=...
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When light agents respond to clients via email, the resulting internal note makes it appear an internal note was made via agent interface
When a light agent replies to a ticket notification via email, and puts the external ticket requester on the email "To:" or "CC:" line, The agent interface and resulting email notification makes it...
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Need Image and hyperlink Support for Slack-Zendesk Integration
AnsweredWe have the integration with Zendesk for Slack, which allows us to create tickets in our Zendesk instance. What appears to be missing though is the ability to include images and hyperlinks that wer...
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Zendesk does not allow you to bulk find/update articles with deleted authors
As part of of our employee termination process, sometimes user accounts are deleted from our Zendesk instance before we have a chance to re-assign authorship of their written articles to others. Z...