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Rob Baker

Joined Apr 15, 2021

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Last activity Oct 27, 2021

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ACTIVITY OVERVIEW

Latest activity by Rob Baker

Rob Baker commented,

Community comment Feedback - Ticketing system (Support)

I can share with others how we worked around this limitation.

We simply amended the notify requester of comment update trigger to add a tag called ir_completed .  Then we created a corresponding view for all tickets < solved w/o that tag grouped by status ordered by ticket created date in reverse chronological order. 

The trigger criteria looks like the following:

and the view criteria just needs to look at all tickets that do not have that tag.

View comment · Posted Mar 11, 2018 · Rob Baker

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Rob Baker commented,

Community comment Feedback - Ticketing system (Support)

Is there an update on this request?  We have an automation that force assigns unassigned tickets that are aging beyond our max SLA, and doing so of course changes the status from New to Open, losing any ability we have to easily determine whether or not an IR has been made for those tickets.  This is also problematic for creating an agent view that groups/sorts by non-IR'd tickets.

View comment · Posted Dec 19, 2017 · Rob Baker

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Rob Baker commented,

Community comment Discussion - Tips and best practices from the community

Interesting.  Thats probably because the triggers fire asynchronously and your CC field is not actually updated before the next trigger fires.  Maybe try an automation instead where you won't have to worry about that--the drawback being of course the time delay between the ticket creation and the notification.  Otherwise you'll probably have to write a custom app to handle a specific order of operations and check that the CC field is updated before adding a comment used for the "auto-reply".

View comment · Posted Jun 16, 2017 · Rob Baker

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Rob Baker commented,

Community comment Discussion - Tips and best practices from the community

@Kyle the Zendesk AEs just sent this out in their May updates outreach email.  Try it and let us know how it goes!

https://support.zendesk.com/hc/en-us/community/posts/115007507688-How-to-send-auto-response-to-CCs

 

 

View comment · Posted Jun 16, 2017 · Rob Baker

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Rob Baker commented,

Community commentDiscussion - Zendesk on Suite best practices

This was great @lindsay!  I started with Part 3 after we suffered a bot attack that generated a bunch of unwanted tickets this week.  It would be nice if the organization object exposed in Help Center included custom fields though.  To get the trick to hide the submit request button to work, we wound up having to tag a ton of organizations.

EX:

Object {name: "orgName", default: "domainName", tags: Array(0), isShared: false}

NOTE the absence of organization_fields .

 

View comment · Posted Apr 13, 2017 · Rob Baker

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Rob Baker commented,

Community comment Discussion - Tips and best practices from the community

This was awesome and super helpful as a boiler plate.  I simplified quite a bit by just using a custom Organization field called Account Owner Email that I fed in to dynamic content by using a single line of placeholder content

 {{ticket.organization.custom_fields.account_owner_email}}

wired up to the trigger, the result is that Account Managers will be added to the cc list automatically for any new tickets opened by organizations they are listed for in the Account Owner Email field.  Not sure why Zendesk makes this so hard, but it would have been much harder w/o the tip for using the HTTP PUT method on the API directly as the custom target.

View comment · Posted Feb 02, 2017 · Rob Baker

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