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Pedro Rodrigues (opservator.com)'s Avatar

Pedro Rodrigues (opservator.com)

Joined Apr 15, 2021

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Last activity Aug 06, 2023

Community Moderator

Zendesk consultant at Opservator.com • Current Zendesk Community profile: https://support.zendesk.com/hc/en-us/profiles/1265014137850

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ACTIVITY OVERVIEW

Latest activity by Pedro Rodrigues (opservator.com)

Pedro Rodrigues (opservator.com) commented,

Community comment Feedback - Ticketing system (Support)

Hi everyone, just as a reminder, we can install Zendesk's app Advanced Search to achieve this.

It allows us to search tickets according to multiple parameters, and even choose which attributes we want as columns in the resulting table:

Lastly, we can export the first 2,000 ticket search results to a CSV file.

It's at: https://www.zendesk.com/apps/support/advanced-search/

Hope this helps!

View comment · Posted Aug 09, 2021 · Pedro Rodrigues (opservator.com)

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Pedro Rodrigues (opservator.com) commented,

Community comment Español Comunidad

Hola Gustavo Gil, comparto algunas soluciones de modo a encontrar la persona experta que necesita:

En primer lugar, existe una lista de parceros oficiales recomendados por Zendesk en https://www.zendesk.es/marketplace/partners/, y que pueden ayudarle a diseñar y personalizar su centro de ayuda.

En alternativa, puede considerar adquirir un tema pré-diseñado que corresponda a sus necesidades en https://www.zendesk.com/marketplace/themes/.

Por último, puede buscar en plataformas de trabajo 'freelancer' por expertos en diseño web y que conozcan bien a la plataforma de Zendesk Guide.

View comment · Posted Aug 06, 2021 · Pedro Rodrigues (opservator.com)

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Pedro Rodrigues (opservator.com) commented,

Community comment Feedback - Ticketing system (Support)

Hi @..., we're interested. Thanks!

View comment · Posted Aug 05, 2021 · Pedro Rodrigues (opservator.com)

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Pedro Rodrigues (opservator.com) created a post,

Post Feedback - Help Center (Guide)

Created on behalf of José Luis' post here

Issue: section selection/distinction is not intuitive if we have multiple Guide sections with the same title but across different languages. 

When creating a new article in Guide, and choosing its Section, it would be useful to have a visual reference to the language that section belongs to.

Alternatively, the pop-up would only show categories and sections published under the same language the new article is being created in.

Posted Aug 05, 2021 · Pedro Rodrigues (opservator.com)

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Pedro Rodrigues (opservator.com) commented,

CommentConfigurar el widget de Chat

Hola @..., para personalizar el texto del botón del widget, por favor consultar esta documentación.

View comment · Posted Aug 03, 2021 · Pedro Rodrigues (opservator.com)

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Pedro Rodrigues (opservator.com) commented,

Community comment Discussion - Tips and best practices from the community

Hi @..., have you tried changing your password, and try again? Does it also fail if you use another admin's credentials? If the problem persists I'd suggest opening a support ticket with Zendesk.

View comment · Posted Jun 08, 2020 · Pedro Rodrigues (opservator.com)

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Pedro Rodrigues (opservator.com) commented,

Community comment Feedback - Ticketing system (Support)

Hi @..., you could create a new checkbox custom field and add it to your form.

For example:

Any URL submitted in the description will be clickable by your customers:

You could place it at the beginning of the form, of course.

View comment · Posted Nov 07, 2019 · Pedro Rodrigues (opservator.com)

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Pedro Rodrigues (opservator.com) created a post,

Post Discussion - Tips and best practices from the community

Note: comments added before August 2022 referred to the previous version of this article, when this could be achieved using targets/extensions (which were replaced with webhooks).

The "Email user" action allows us to set the subject/title of the email notification to the requester. The ticket Subject doesn't change, however.

Although there isn't a straightforward trigger action to modify the ticket Subject, we do have a way to achieve this with a Notify active webhook action.

Here's how to do it:

1. Create a webhook to update tickets

Go to Admin Center » Apps and Integrations » Webhooks and create a new webhook (under Actions, on the top-right corner).

Complete the required webhook fields:

  • Name. The name of your webhook (e.g. "Update Ticket")
  • Endpoint URL: https://yoursubdomain.zendesk.com/api/v2/tickets/{{ticket.id}}.json (make sure to replace 'yoursubdomain' with your own subdomain)
  • Request method: PUT
  • Request format: JSON
  • Complete the Authentication method (use an administrator's credentials)

2. Add webhook action to your trigger

Edit the trigger you want to modify the ticket Subject.

Under Actions, add a Notify active webhook action.

Input the following in the JSON body part of the trigger action:

{"ticket": {"subject": "Your new subject is here!"}}

Example:

That's it! Now you have a trigger action that updates the Ticket Subject.

Edited Aug 06, 2023 · Pedro Rodrigues (opservator.com)

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Pedro Rodrigues (opservator.com) commented,

Community comment Feedback - Ticketing system (Support)

This is a complicated topic with some "hidden dangers" (see Heather's comment here, for example).

As Heather notes, the main problem with automatically resolving tickets based on words or expressions is that we could potentially risk ignoring a legitimate request for assistance.

Some ambiguous examples of customer replies/reopens:

  • Thanks a lot! but I still can't see the invoice
  • Have a great day, thanks for nothing!
  • I really appreciate your help! and how can I (...) 

This sort of automatic resolution could be a viable solution if the current comment's character length existed as a business rule condition, for example (e.g. if comment contains "thank" + if comment length less than 10 chars = solve ticket).

A suggestion for a different flow:

  • Tag tickets when they're Solved for the first time (e.g. first_solve)
  • Trigger for reopens would check (ALL conditions): if current user is end user + tag contains "first_solve" + reopens = 1 + comment is public; and (ANY conditions): words contain "thank appreciate ..."  = set ticket to on hold + optionally add another tag (e.g. first_solve_reopened)
  • Edit your SLA policies so that tickets with first_solve/first_solve_reopened won't have an SLA policy
  • You can also create a specific view for these tickets

Any suggestions or corrections to this workflow are most welcome -- I'm sure this is an inconvenience we all share!

View comment · Posted Oct 09, 2019 · Pedro Rodrigues (opservator.com)

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Pedro Rodrigues (opservator.com) commented,

Community comment Feedback - Ticketing system (Support)

Hi everyone, could this be happening because of the way you've set Facebook comments to be created in Zendesk?

There are two ways to set it up: each comment is added to the main ticket VS each comment creates a new ticket.

I just tried posting a comment to a Facebook post from August, and the corresponding ticket was created. I'm guessing this is because my main ticket (our FB account original post) is never set to Solve.

Summing up my setup:

1. Facebook is set up so that new post comments create new tickets

2. The Zendesk end users who are, in fact, our Facebook Page accounts all belong to an Organization named "DO NOT MERGE" (agents used to in the past)

3. If a ticket is created and Organization = "DO NOT MERGE", we assign to Group X (not a support Group, can be Admins, Supervisors, etc) + we tag it + (...).

4. No business rules apply to these tickets; they will be forever open and Group X is filtered out of all dashboards. I.e. the original FB ticket (our post) doesn't count.

--

What I'm assuming is that at some point the the main ticket is Solved and Closed. And because the integration was set up to "Comments on a post are added to the same ticket", which is now Closed, the updates fail..?

View comment · Posted Sep 16, 2019 · Pedro Rodrigues (opservator.com)

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