Heather Rommel
I love solutioning in Zendesk for different use cases. Working on Zendesk since 2015: Support, Guide, Chat, Talk, Explore (and Insights RIP).
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Last activity
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Activity overview
Latest activity by Heather Rommel-
Heather Rommel commented,
Hi mfg you can't do this with one dropdown list but as Dekbi pointed out, you can do that with multiple fields conditional field logic on your forms: Creating conditional ticket fields
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Heather Rommel commented,
Hi Chris, I wrote up a User Tip for this https://support.zendesk.com/hc/en-us/community/posts/4532334653210-Tip-How-to-Customize-the-Jira-Zendesk-Integration-to-Update-the-Zendesk-Status I did a l...
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Heather Rommel commented,
Jennifer Post, Zendesk offers "Good" or "Bad" and that's it, at the moment. I've seen some Zendesk customers use the Sweethawk app with good results as you can configure it to hook back to Zendesk...
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Heather Rommel commented,
Now THIS is really great! We can look into using agent statuses again because of this!
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Heather Rommel commented,
Hmmm, Aaron, it looks like you need to have Enterprise to use Contextual Workspace. Hopefully you have that!
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Heather Rommel commented,
Aaron Powell, You might be able to do something using Contextual workspaces https://support.zendesk.com/hc/en-us/articles/4408833498906-Setting-up-contextual-workspaces
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Heather Rommel commented,
I mean yes I know that but you still get 4 months of closed tickets, so why would the filter ignore them when they're already in the view?
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Heather Rommel commented,
Hi Zendesk team, Thanks for the filtering! Looks promising! We have views that include Closed tickets and when we filter, it completely ignores Closed tickets so that Closed tickets that match the...
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Heather Rommel commented,
Yep, though I use the dropdown for status because it works when you don't do multiple Jiras to 1 Zendesk. This way we can use triggers. But to your point, your fields should be syncing! I wonder i...
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Heather Rommel commented,
Hi! What kind of fields do you have set up on the Zendesk side? I usually do dropdowns for things like Status so I can action on them in Zendesk (i.e. reopen an On Hold ticket when Jira status goe...