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Liam McFarlane

Joined Apr 15, 2021

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Last activity Jan 31, 2025

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ACTIVITY OVERVIEW

Latest activity by Liam McFarlane

Liam McFarlane created a post,

PostZendesk EAP - Article Multiplacement

When I'm trying to add an article to a section the number of sections per category is incorrect, in one case it's showing 0 sections and is preventing us from adding any articles for that market. Please can this be looked into asap, as it's a major function?

Posted Oct 10, 2024 · Liam McFarlane

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Liam McFarlane commented,

Community comment Developer - Zendesk APIs

Thanks for your help Amie.

View comment · Posted Jul 26, 2021 · Liam McFarlane

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Liam McFarlane created a post,

Post Developer - Zendesk APIs

Hi,

We're looking for a way to sort tickets using a custom date field when calling them via the API. We have tried using the call below, but this still returns the tickets sorted sequentially by oldest ticket first, we need to change that sorting order based on the custom date field on each ticket. Can anyone help with this one?

Thanks 

"https://companyname.zendesk.com/api/v2/search.json?query=status:Open tags: uk_a030_tic_chasing &sort_by=custom_fields"": [{""id"": 360006555153,value"":""""}]=asc"

 

Posted Jul 23, 2021 · Liam McFarlane

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Liam McFarlane commented,

CommentTriggers and automations

After literally spending an hour moving triggers into newly setup categories, then receiving this message is pretty soul-destroying. Moving triggers in bulk is extremely slow, can this be improved upon? It seems great to finally have these categories, but I'm now stuck with 800 triggers in the initial category, with no real way to move them in bulk. Please improve this!

View comment · Posted Apr 08, 2021 · Liam McFarlane

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Liam McFarlane commented,

Community comment Feedback - Ticketing system (Support)

Hi Zendesk,

Is their anyway you could add in some reporting on Skipped tickets as asked here, we've recently moved some of our agents and would like to move the other >350 agents over to this mode, but without a way to report on this, it has made the move unfeasible. 

Ideally, we'd like to be able to report on this in Explore if this is going to be too difficult, then at least allow us to make the Play Only tab in the profile visible to Team Leaders. Making everyone an Admin is not an option.

Thanks
Liam 

View comment · Posted Mar 08, 2021 · Liam McFarlane

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Liam McFarlane commented,

Community comment Feedback - Help Center (Guide)

Hi, Please can I get an update on when this will be activated? We now have a business-critical use case for this, the workarounds are not a good enough solution. 

We have created an internal help center with forms that agents will need to fill out to contact specific other teams who are also on Zendesk.

Please fix this!

View comment · Posted Oct 07, 2020 · Liam McFarlane

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Liam McFarlane commented,

Community comment Feedback - Reporting and analytics (Explore)

Can we please get an update on this? We've been forced to move all our reports over to Explore as you're retiring Insights, but as it stands Explore is a broken buggy mess. 

This has just turned what should be a 2 minute job into hours of work.

View comment · Posted Sep 29, 2020 · Liam McFarlane

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Liam McFarlane commented,

Community comment Q&A - Help center and community

I've found the best solution for this is to redirect the user to a submission successful page once they've filled a new request. You can create a page as a normal article, but be sure to hide from the section. Also, you'll want to style that page so it doesn't look like an article.

To set up a redirect add into the document_head.hbs file

View comment · Posted Jul 14, 2020 · Liam McFarlane

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Liam McFarlane commented,

Community comment Q&A - Help center and community

Hi All,

Is there a way to point the user to a specific page once they've filled out the form? Since Zendesk has changed the notification the customers often miss it or it doesn't appear at all, which means they just fill out another form.

View comment · Posted Mar 23, 2020 · Liam McFarlane

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Liam McFarlane commented,

Community comment Q&A - Help center and community

Just to let you know, with my one ZD support were unable to come up with a solution, however, out of nowhere it just started working again. Definalty seems to be a bigger issue with Zendesk, especially as it only affects pages with custom code on.

View comment · Posted Oct 22, 2019 · Liam McFarlane

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