Justin Federico
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Total activity127
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Last activity
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Member since
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Activity overview
Latest activity by Justin Federico-
Justin Federico commented,
The backlog dataset is essentially unusable without having the ability to filter based on Ticket Forms at the very least. Since we are not using brands, all of our products have their own ticket fo...
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Justin Federico commented,
Samantha Chavez Thanks. I tried your code as you described but there is no redirection occurring. I too would like agents to be able to get to the old HC so there was nothing to change but the doma...
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Justin Federico commented,
Samantha Chavez Hello Samantha, I am trying to use your code to redirect users from one Zendesk HC to another. I have added the code at the top of the script.js file and changed the domain values b...
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Justin Federico commented,
Does setting the management permissions replace or supersede the "Help Center > Manage Guide" checkbox in the role settings?
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Justin Federico commented,
Jake Bantz You are right! When using Form 2 the brand does change (trigger) from the default brand so the user will not see the ticket in their activities unless they go to the HC for Brand 2. We a...
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Justin Federico commented,
We have 2 brands with a help center for each brand. We have a particular ticket form that is associated with both brands and we can see this form in both help centers. Brand 1 HC Form 1 Form 2 Br...
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Justin Federico commented,
It could just be a "first-run" symptom where some tickets had an "hours since pending" value higher than 24/36. I just wanted to make sure it was not going to keep happening. I will need to keep te...
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Justin Federico commented,
Stephen Belleau This is exactly what I have from an automation standpoint save for some conditions that are specific to our system (affected forms and such). My automation rules only set a tag when...
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Justin Federico commented,
Stephen Belleau Thanks for the response. I'll try to explain the best I can. I am trying to implement a 3-stikes process for unresponsive customers. I have 3 automation rules that use "hours since ...
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Justin Federico created a post,
Resetting "Hours Since" Timers
Is there a known way to reset an "hours since" timer? Specifically "hours since pending" without creating rules that will toggle the ticket status. Is there an API value that can be set back to zer...