
Brandon Tidd
Full time Zendesk Architect. Cleveland born and raised. Changing the world one megabyte at a time.
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Recent activity by Brandon Tidd-
That is a luxury we don't have in the US - you'll have to let us know how it goes!
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Hey Emily, Thanks for keeping this post alive! 1) Unfortunately the SMS protocol doesn't support Rich Text Formatting (RTF), which is what's required for clickable links. You may be able to empl...
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Hey Liz, Building on Gabriel's response, you can also track ticket updates through the Update History dataset. The attributes Ticket ID & Update Channel should give you the data you're looking for...
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Hey Dave, I think at this point we may need to spin this up into a ticket to have a member of the Zendesk Support Team get under the hood. I'll have someone from the Community Team open a ticket o...
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Dave Dezellem Thanks for the clarification. If you have more than one schedule defined, you will need a separate Trigger that associates this schedule with the ticket. Additionally, since Trigger...
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Hi Dave Dezellem Try dropping the within schedule condition - since by definition both of these triggers are looking for tickets that are created not within the scheduled hours. Everything else lo...
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Hello - I noticed that this error seems to be occurring when more than one phone number is associated with the user profile. In this scenario, even if the SMS was created on the secondary phone n...
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Hi Leandi Muller - It sounds like maybe what's happening is the original ticket is being moved via an automation from solved > closed. Once closed, the ticket can't be reopened, so any response w...
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Hey Tom Lane Try this custom metric on for size: IF CONTAINS([YourCustom_Field],"Keyword1") ORCONTAINS([YourCustom_Field],"Keyword2") THEN [Ticket ID] ENDIF This metric would return TRUE if either ...
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Hi Becca, It sounds like maybe you don't have a Trigger associating that business schedule with the ticket. The conditions here would be Ticket is Created Status Less Than Solved Action Schedule ...