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Casey

Joined Apr 15, 2021

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Last activity Dec 29, 2023

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ACTIVITY OVERVIEW

Latest activity by Casey

Casey created a post,

Post Feedback - Ticketing system (Support)

Hello,

I'd like to know if it is possible to arrange any ticket that is put into pending status between X and Y time of the day, to reopen at Z time of the day, 3 days later?

Thank you.

Posted Mar 23, 2023 · Casey

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Casey commented,

Community comment Q&A - Apps and integrations

Hi Ahmed Zaid,

Thanks for your response - this issue has been resolved after James' credentials were removed but not in the way you suggested by reauthorizing it - we reactivated an older Slack Integration Endpoint webhook that I myself authorised when creating and it works which is strange, I'll tell you why.

We have another problem with another webhook which started failing because neither myself nor another Admin could be authenticated, even though we both used the correct credentials when creating the webhook. Here are screenshots:
We are currently using this webhook in a number of our Triggers and it is failing:

This was the previous Webhook I created which was also failing (it is currently deactivated):

Any insight into why we aren't being authenticated would be hugely appreciated. Thank you.

View comment · Posted Jan 12, 2023 · Casey

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Casey commented,

Community comment Q&A - Apps and integrations

Hi there, is there anyone at all that can assist with this? It also goes to say that the Administrator James in the pic above is no longer an Administrator, he left the role some time ago yet for some reason, he's still linked to a lot of the Events that occur in our Tickets. Thanks.

View comment · Posted Jan 05, 2023 · Casey

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Casey commented,

Community comment Q&A - Apps and integrations

Hi Lou,

Yes, of course. This only started happening recently as well, which has us all quite stumped as to why it started happening:

Thank you for taking a look into this!

View comment · Posted Dec 21, 2022 · Casey

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Casey created a post,

Post Q&A - Apps and integrations

Hi,

We've noticed recently that whenever we receive a SurveyPal CS Score from a Customer, the ticket opens as per usual, we review the score and feedback and if all is good, we solve. However, our Slack Ticket Trigger (Slack Integration with ZenDesk) reopens the ticket not long after for no apparent reason. Is anyone able to look into this to see if this can be resolved?

Example - After Jatinder solves the ticket after reviewing the SurveyPal CS Score, you can see that it reopens again for no reason:

 

This happens only with tickets where we receive a SurveyPal CS Score. Thank you in advance.

Edited Dec 20, 2022 · Casey

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Casey commented,

CommentTicket management

Hi there,

Is anyone able to help with either removing this user or updating this user who's posting event information in our tickets? He was our Team Leader who has since moved on to greener pastures and we'd like to have our new Team Leader be the 'person' who posts event info in our tickets, not James as pictured below. 

Any info or help on how to change this would be appreciated. Thanks!

View comment · Posted Jul 04, 2022 · Casey

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Casey created a post,

Post Q&A - Tickets and email

Hello,

For the past 2 days, my Zendesk hotkeys CTRL+ALT+M which I have bound to my Razer Naga Trinity side panel buttons have not been working. I've tried manually entering the hotkeys via keyboard and there's no response whatsoever. Here's an example - I am pressing CTRL+ALT+M to access the macro menu (no response), CTRL+ALT+N (desired response) and CTRL+ALT+, (desired response):

https://www.screencast.com/t/MTk4ipqRg2

I'm not sure what could be causing this but any insight and help would be appreciated.

Thank you.

 

Edited Apr 12, 2022 · Casey

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Casey commented,

CommentWhat's new in Zendesk

Hi,

One change that has been noticed is the Text-Editor that Zendesk uses - we are using a script with ZenDesk which adds a 'Hi', a 'Hi (customer's name) and a 'Ask for a review' button in the Rich-Text Editor toolbar at the bottom of the Public Reply/Internal Note field and since the change of the Text-Editor, these buttons have broken.

What is the new Text-Editor that ZenDesk uses? Please bear in mind a past employee wrote the user-script and I myself have very limited CSS, HTML and Javascript experience.

Here is the code we have at the moment that temporarily solved the issue, but we are trying to avoid using '.ck-editor__editable_inline' because this causes issues with deleting text from our reply in Zendesk:

const add_greeting = button => {

  const $current_ticket = $(slr.zen.current_ticket);

  const $editor = $current_ticket.find('.ck-editor__editable_inline');

  const name = $(button).attr("data-trv-hi-button-name");

  const brand = _zen.find.brand();

  let current_text = $editor.html();

  let greeting = "Hi";

  if (brand.short === "LD") {

    greeting = "Howdy";

  }

  if (name) {

    greeting += " ";

  }

Any insight into this would be greatly appreciated.

Thank you.

View comment · Posted Mar 20, 2022 · Casey

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Casey commented,

CommentSlack integration

Hi Sean,

Our Slack Integration Endpoint has recently failed and was disabled due to the amount of failures, the 1st being recorded in Oct 2021 and the last before deactivation being recorded Dec 2021:

From this article, it is noted that the failure of our Slack Integration Endpoint is due to a software update on Zendesk's end - the link to fix this error in the aforementioned article is broken - article no longer exists.

Any assistance to correct this would be hugely appreciated.

Thank you!

View comment · Edited Dec 28, 2021 · Casey

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Casey commented,

Community comment Feedback - Ticketing system (Support)

Hi David,

We too have started to experience this particular failure for our Slack Integration Endpoint - the first error was logged October 28th:

 

 

The link you provided for Ben no longer exists - can you please send through instructions on how I can reset the target? Thanks.

Br,

Casey

View comment · Posted Dec 16, 2021 · Casey

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