RJ Hines
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Last activity
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Activity overview
Latest activity by RJ Hines-
RJ Hines commented,
+1. My team is also asking about this as well. There has not been an update on this for over a month, and the timeframe indicated in the release notes is now upon us.
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RJ Hines commented,
This is extremely useful information, but one thing that is not covered here is Removing fields from a form (not delete, not deactivate, simply removed): If we remove a ticket field from a form and...
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RJ Hines commented,
We're making a big push towards having our teams use macros to respond within Zendesk for FAQs and related issues, but it appears this ability to change text/color does not extend to macros. Will t...
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RJ Hines commented,
"New tickets will now automatically be assigned to the selected group; however, business rules and agents may override this default group setting." Which scenario describes how this function runs? ...
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RJ Hines commented,
Very excited for this change! On additional question: The current version of Side Conversations only shows Public Comments after the initial creation of Child Tickets - will this new Context Panel...
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RJ Hines commented,
Hello Brandon, We'd reviewed the event logs of every update on all our testing tickets as we went, which is how we know that this process is not firing on any of them. All our other business rules ...
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RJ Hines commented,
Hello, I've set up a test trigger exactly as shown in the example for #2 (change parent ticket status to Open after reply on side conversation) above, but after extensive testing over the last week...
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RJ Hines commented,
Good afternoon Madalina, Adding to what Frits already posted - I was having the same problem until I separated the process into two triggers: One to set the Priority to Urgent, the other to send a ...
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RJ Hines commented,
Also curious about this. Our agency processes a lot of requests from automated mailing lists. In one of our scenarios - a single submission from a list generates three tickets (to different teams f...
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RJ Hines commented,
This was an extremely helpful answer. Adding the custom tags as part of a trigger on incoming tickets for each Received At address is helping us get the data we need for one-off reports for the tim...