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Tal Admon

Joined Apr 15, 2021

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Last activity Dec 21, 2022

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ACTIVITY OVERVIEW

Latest activity by Tal Admon

Tal Admon commented,

CommentService Level Agreements (SLA), macros, and CSAT

Scott Allison, maybe a naive question - but if a anti-virus software scanning is causing the trigger - doesn't it leave evidence in the http request header, like a specific user-agent, or other parameter that is not found in a human-generated traffic?

If so, can't you use these hints to filter out this activity?

View comment · Posted Dec 21, 2022 · Tal Admon

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Tal Admon commented,

CommentSalesforce integration

+1 for having the ticket view in Case records.
Great suggestion, Nate!

View comment · Posted Apr 28, 2021 · Tal Admon

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Tal Admon commented,

CommentService Level Agreements (SLA), macros, and CSAT

The reason for the bad reviews are on the full hour (or at the 30 minutes past the full hour), is because of Zendesk mechanism that collects the form responses when they are not submitted. See explanation earlier in this thread (why comments are paged at all and not incrementally loaded... it's 2021 Zendesk...)

https://support.zendesk.com/hc/en-us/articles/115012836948/comments/360001829213

 

 

View comment · Posted Feb 15, 2021 · Tal Admon

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Tal Admon commented,

Community comment Feedback - Ticketing system (Support)

+1 Looks like an important missing feature.

An executive wants to see a list of tickets he is CCed on - he'll never be assigned to one. managing it by tags is no scalable (also, prevents creating a generic view that fits for all)

View comment · Posted Jul 30, 2020 · Tal Admon

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Tal Admon commented,

Community comment Discussion - Tips and best practices from the community

If you are uncomfortable with adding Tampermonkey script, you can use a bookmarklet:

Add a bookmark to your browser called "Highlight Tags" and add the following as a URL:

javascript:jQuery(".audit-events .Change .info").each(function(){if("Tags"==jQuery(this).find("label").text().trim()){var e=jQuery(this).find("label").html(),t=jQuery(this).clone().children().remove().end().html(),i=jQuery(this).find("del").html(),n=jQuery(this).find("div.via").html(),l=jQuery(this).clone().children().remove().end().text().trim().split(" ");l=l.filter(function(e){return""!=e});var r=jQuery(this).find("del").text().trim().split(" "),c=l.filter(function(e){return!r.includes(e)}),d=r.filter(function(e){return!l.includes(e)});c.forEach(function(e){t=t.replace(e,''+e+"")}),d.forEach(function(e){i=i.replace(e,''+e+"")}),console.log(e),jQuery(this).html(""+t+""+i+'

'+n+"
")}})

When you open a ticket events page, click the bookmarklet in the bookmarks toolbar and the tags will get highlighted.

 

View comment · Posted Jul 03, 2019 · Tal Admon

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Tal Admon created a post,

Post Discussion - Tips and best practices from the community

If you rely heavily on tags in your workflow like us at Cloudinary, you may find it difficult to investigate which tags were added and removed on each step in the ticket's life.

To overcome this, we created a script that will highlight those added and removed tags.

A Zendesk app can't access the DOM elements so we had to rely on a browser script.

The script is available here and can be used Tampermonkey - an addon that allows you to install enhancement scripts on any major browser.

Posted Jul 03, 2019 · Tal Admon

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