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Scott

Joined Apr 16, 2021

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Last activity Aug 02, 2024

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Latest activity by Scott

Scott commented,

Community comment Feedback - Ticketing system (Support)

Betty  Our original Auto Merge App has been live for a while now. You can auto merge using Zendesk triggers to merge in real time or a scheduled job to merge tickets from views in batches (more robust than using Zendesk automations). Sorry, I haven't updated this thread since we first launched it.

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View comment · Posted May 14, 2024 · Scott

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Scott commented,

CommentTicket management

Stefania La Licata Actually, it’s possible depending on your requirements and workflow. Many of our Auto Merge app customers have a similar requirement for tracking/reporting purposes. If your agents don’t need to modify the default merge comments pre-populated by Zendesk, you can create a trigger based on the comment text. 

1. If you want to update the source (closed) ticket:

Conditions (meet ALL)

  • Status > Is > Closed
  • Comment text > Contains the following string >  This request was closed and merged into request

Actions

  • Your custom Category field > Merged ticket

 

2. If you want to update the target (active) ticket:

Conditions (meet ALL)

  • Ticket > Is > Updated
  • Comment text > Contains the following string > was closed and merged into this request. Last comment in request

Actions

  • Your custom Category field > Merged ticket

You can “tag”  either or both tickets. 

Reference: https://help.myplaylist.io/hc/en-us/articles/360055542451-How-can-I-report-on-auto-merged-tickets

View comment · Posted Apr 15, 2024 · Scott

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Scott commented,

CommentUsers, groups, and organizations

Jake Bowen Is it possible that those users were created before the organization was created? If so, I don't believe Zendesk will automatically map the existing users to the appropriate organization.

View comment · Posted Jul 19, 2023 · Scott

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Scott commented,

Community comment Feedback - Apps and integrations (Platform)

Our Playlist Routing App has a similar Out of Office feature. While I don't know exactly how Zendesk's app is implemented, I can say that there are API limitations preventing us from designing a scalable and robust solution. We get a lot of clients reporting inconsistencies too. 

Our biggest challenge is with bulk updates. They are delayed and not guaranteed. We'd have to poll job statuses for UpdateConflict errors and retry failed updates. Polling counts against your rate limits, and it's slow. By the time the app retries, it's possible for an agent to be back online already. Polling and retrying is inefficient, defeating the purpose of bulk updating to minimize API requests, so our solution doesn't even bother retrying. Ideally, there is a synchronous bulk update option that we can use to guarantees an update every time. 

Another fundamental issue is that there isn't an API to query for specific tickets using fresh data. Search API is not reliable due to the time required (1 - 5 minutes) to index records for search. We don't have an efficient way to get a full list of the agent's non-closed tickets at scale.

Once these API limitations are addressed, we could make dramatic improvements to our version of Out of Office.

View comment · Edited Apr 20, 2023 · Scott

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Scott commented,

Community comment Feedback - Ticketing system (Support)

Game changer 🔥🔥 Thanks!

View comment · Posted Mar 30, 2023 · Scott

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Scott commented,

CommentTicket basics

Lara Our Routing app has a "Playlist Button" feature that automatically assigns tickets to agents when they click on the button. It's designed to address most of the main limitations of Zendesk's Play Button (aka Guided mode). No skipping. No agent collision. To learn more, see Playlist Button: Alternative to Zendesk's Guided Mode.

 

View comment · Posted Aug 02, 2022 · Scott

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Scott commented,

CommentTicket management

Beto Matt Simpson One reason might be that closing out a live chat ticket while it’s still active will terminate the chat session. There are also some other quirks with voice messages and live phone calls. We do get requirements to exclude certain channels from time to time (for our Ticket Merge app).

View comment · Edited Jul 19, 2022 · Scott

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Scott commented,

CommentTicket management

FQ Support If the Zendesk rep was unable to reproduce the issue while assuming the agent’s profile, it’s probably a browser issue. Has the agent tried clearing their browser’s cache?

View comment · Posted Jul 19, 2022 · Scott

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Scott commented,

CommentTicket management

Matt Russell As Dave mentioned, this is not possible natively in Zendesk. If you’re open to using an app, we (“Playlist”) have a Ticket Merge app that allows you to customize the default message for both comments. You’ll have to train your team to use the app instead though. 

Link to app: https://www.zendesk.com/marketplace/apps/support/243500/ticket-merge/

View comment · Posted Jul 19, 2022 · Scott

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Scott commented,

CommentTicket management

Martin Meraner No additional steps. Simply select the tickets you want to merge and click "Merge". Here's a quick demo.

Our (Playlist's) clients don't usually have a requirement to merge tickets from views. Most of them actually prefer to just automatically merge "duplicate" tickets with Auto Merge instead. No manual input from agents, which tend to be mistakes.

View comment · Posted Apr 21, 2022 · Scott

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