Lou

1. Community
2. Feedback - Ticketing System (Support)
3. Agents should not be able to see internal notes on a ticket where they are not in the group it is assigned to

How are your roles set up? You should be able to limit agents to only see tickets in their groups (although I'm not sure if the fact they're the requester makes a difference).

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• Lou
• Created May 27, 2022 13:01
• 0 votes

1. Community
2. Feedback - Ticketing System (Support)
3. Change Options on Trigger conditions

I was going to discuss groups Chris Moffett, but I wasn't sure what you meant when discussing assigned. Sales could be a group or an agent. Good catch on your part.

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• Lou
• Created May 25, 2022 18:47
• 0 votes

1. Community
2. Feedback - Ticketing System (Support)
3. Change Options on Trigger conditions

Chris Moffett You can use tags to keep it from running more than once. For instance: Conditions Actions These offsetting conditions will prevent the trigger from firing again. The down side is if...

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• Lou
• Created May 25, 2022 15:43
• 1 vote

1. Community
2. Zendesk Suite Q&A
3. External Email Address Mapping Name and Email fields

I'm pretty sure you can't do that simply via a trigger. You can probably do it with a trigger that fires a web hook to an API call that fills in the field. That's outside my level of expertise, tho...

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• Lou
• Created May 24, 2022 20:11
• 0 votes

1. Community
2. Tips from users - Zendesk Suite
3. How to recreate the Insights CSAT dashboard in Explore

Denise von femSense The clickable link is a "Calculated metric" I believe. It won't be in the regular attributes.

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• Lou
• Created May 24, 2022 15:53
• 0 votes

1. Community
2. Tips from users - Zendesk Suite
3. Automatically send reminders for pending tickets and close if no response

Guazzone Andriana It depends on your time condition. If it is "greater than 72 hours", it will run on all tickets that are on hold, no matter how old.

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• Lou
• Created May 23, 2022 19:14
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. Reporting on Agent Activity

Try this query and see if it helps. You can filter on Updater name (agent) and date (yesterday, last month, etc.). I forgot to mention, it's the Tickets Updates Dataset.

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• Lou
• Edited May 24, 2022 15:49
• 2 votes

1. Community
2. Zendesk Suite Q&A
3. Trying to create a trigger that will auto-select a form based on answer bot flow

Trudy Slaght Gotcha. I know nothing about bot flow, so I'll step out since anything I say would be a guess at best.

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• Lou
• Created May 20, 2022 16:46
• 0 votes

1. Admin Center
2. ...
3. Managing your team
4. Understanding and setting light agent permissions

Dana Just did something like this a couple weeks ago. You'll need this condition: So that it doesn't fire all the time, you should include additional conditions. In our specific use case, it's any...

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• Lou
• Edited May 20, 2022 15:54
• 1 vote

1. Community
2. Zendesk Suite Q&A
3. Trying to create a trigger that will auto-select a form based on answer bot flow

You mentioned if "someone chooses order status". Is that a drop-down? Just looking for some clarification as I don't equate "choosing" to "Comment text".

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• Lou
• Created May 20, 2022 12:46
• 0 votes