Rob Baker

1. Community
2. Feedback - Ticketing System (Support)
3. Add View Option for Tickets Without First Reply

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 vi...

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• Rob Baker
• Created March 11, 2018 20:44
• 2 votes

1. Community
2. Feedback - Ticketing System (Support)
3. Add View Option for Tickets Without First Reply

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, losin...

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• Rob Baker
• Created December 19, 2017 18:39
• 1 vote

1. Community
2. Discussion - Tips and best practices from the community
3. Auto CC user(s) on Condition (Ticket Create)

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 ...

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• Rob Baker
• Created June 16, 2017 16:03
• 0 votes

1. Community
2. Discussion - Tips and best practices from the community
3. Auto CC user(s) on Condition (Ticket Create)

@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...

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• Rob Baker
• Created June 16, 2017 15:41
• 0 votes

1. Community
2. Discussion - Tips and best practices from the community
3. Auto CC user(s) on Condition (Ticket Create)

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 sing...

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• Rob Baker
• Created February 02, 2017 00:04
• 0 votes