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Jamie Noell
Joined Apr 15, 2021
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Last activity Oct 19, 2022
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Latest activity by Jamie Noell
Jamie Noell commented,
John E, we have other text in our triggers with this placeholder, which works just fine.
View comment · Posted Oct 19, 2022 · Jamie Noell
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Jamie Noell commented,
![](/hc/user_images/HcvHN7hClVhv4NW1R57l0A.png)
View comment · Posted Oct 14, 2022 · Jamie Noell
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Jamie Noell commented,
I tried uninstalling the OOO app to isolate testing a related issue. The app is not showing on the Zendesk apps page, and the 2 "OOO" triggers were removed, but the [Out of Office] Agent out checkbox is still on the User fields list.
- I deactivated the field, but I cannot delete it.
- I reactivated the field and then tried to delete, but that did not work either.
We want to reinstall the OOO app, but the task failed because of an error: Validation failed: Key: agent_ooo has already been taken. I had previously checked Rule Analysis, and I removed all instances of the agent_ooo tag. Thus far, Zendesk Support has not been able to help - wondering if anyone else has a suggestion?
View comment · Posted Sep 03, 2022 · Jamie Noell
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Jamie Noell created a post,
While a light agent cannot be set as the assignee of a ticket (understandable), a light agent can be selected in the To: field of a Side conversation child ticket. However, when the ticket is created, the light agent's name is removed because again, a light agent cannot be the assignee. One may think he out she is assigning a ticket to an "agent" when in reality, that person has a light agent role, so Zendesk is instead assigning the ticket to a group; then, this ticket has to be manually triaged to someone else.
It seems like Zendesk should filter out light agents from the To: field.
Edited Jun 16, 2022 · Jamie Noell
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Jamie Noell commented,
I wholeheartedly agree with the need. Our Explore reports are 'ugly' with the tags that display for drop-down options that have been deleted.
While at times, we create a calculated metric to 'marry' old and new options or mask them, this becomes cumbersome to maintain just as Chris talked about the same issue with maintaining triggers.
View comment · Posted May 26, 2022 · Jamie Noell
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Jamie Noell commented,
@..., thank you for the suggestions - I am not sure these will work, but I am hoping you can prove me wrong. :) My comments are in italics.
1) synchronize the requester of the child ticket with the assignee of the parent, which would let the current assignee participate, but not the previous agent(s)
Our child tickets are typically created for a different team, so Group A assignee creates child ticket for Group B. We would have to ask Group B assignee through a different system outside of Zendesk or through a new Side conversation email on the parent ticket to the Group B assignee on the child ticket. However, we are trying to keep our team working within Zendesk. It seems a bit counter-intuitive to ask Group B in a separate system, like Outlook or Teams, to please change the requester especially if the requester is just out for the day.
2) we could add any agent that has ever been the assignee of the parent as followers of the children so any of them would be able to participate in the future
The issue is not the original assignee. Our challenge is that Group A assignee is out of office, so another Group A colleague needs to follow-up on the child ticket. However, no one else in Group A can add a reply to the child ticket. Yes, we could ask for the Group B assignee on the child ticket to add the Group A back-up colleague to the ticket, but again, it seems like we are having to go outside of Zendesk to make this ask.
Preference: it would be preferable that if the assignee on the parent ticket changes, that assignee can write replies on Side Conv child tickets (via the parent ticket) created by the previous assignee in that group.
View comment · Edited Apr 19, 2022 · Jamie Noell
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Jamie Noell commented,
We have the same concern as Kai.
In addition, for a Side Conversation child ticket, we have a similar situation. Agent A creates the Side Conv child ticket. While Agent A is off work (shift-wise or vacation-wise), Agent B wants to follow-up on the ticket / be able to respond to the assignee on the child ticket. However, only Agent A as the requester on the child ticket can update the parent ticket Side Conv that created the ticket.
View comment · Posted Mar 19, 2022 · Jamie Noell
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Jamie Noell commented,
First, thanks so much for this page!
1) Next, when you add role as a column, please show the Custom Role name for agents.
2) Please show the person's default group.
3) Please add an export option to this page. We periodically need to send a list to managers who are not admins in Zendesk, and it would be helpful to be able to share via Excel. Having the agent's default group would also greatly help this periodic audit.
4) Also, it would be helpful to have the checkboxes on this new Team members page similar to what you have on the roles page where you can change people's roles in bulk.
View comment · Edited Feb 27, 2022 · Jamie Noell
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Jamie Noell commented,
We used skills based routing, but agreed, we would be able to use it significantly more if…
- Skills could be in a trigger (i.e., used on a ticket updated, not just at the time of ticket creation)
- Skill updates on agent profile could be a permission on a custom role, much like adding someone in a group is today. For example, we would like our team leader and manager role to include updating skills for someone (vs. having to raise a ticket to ask a Zendesk admin to update skills )
View comment · Edited Feb 11, 2022 · Jamie Noell
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Jamie Noell commented,
Adam, I am not aware of how this app can handle your request, but we use a webhook at times to change the "recipient" (i.e., the From: email) with this JSON code:
You could have a trigger:
- Ticket is created
- Org = ...
- Channel is web form (manual ticket)
- Assignee = current user
Actions:
- Notify webhook:
{
"ticket": {
"recipient": "abuse@abc.com"
}
}
View comment · Posted Feb 03, 2022 · Jamie Noell
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