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Andrew Kenny's Avatar

Andrew Kenny

Joined Dec 01, 2022

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Last activity Jun 03, 2024

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ACTIVITY OVERVIEW

Latest activity by Andrew Kenny

Andrew Kenny commented,

Community comment Q&A - Tickets and email

I wasn't able to sort out webhooks, but that's likely a me problem rather than a Zendesk problem.

View comment · Posted Nov 16, 2023 · Andrew Kenny

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Andrew Kenny commented,

Community comment Feedback - Ticketing system (Support)

Yes, a way to book an appointment on a form, or at least a date and time would be great! At the moment I have to use the date picker field plus a custom dropdown field I've created with each of the 24 hours as choices, but many other types of forms (Jotform, Microsoft Forms, Google Forms, etc.) offer a date/time combo in a single field.

View comment · Posted Nov 15, 2023 · Andrew Kenny

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Andrew Kenny commented,

Community comment Feedback - Ticketing system (Support)

We'd like some more info on this too please Mary O'Neill! Interested to know if this feature can carve out tickets to delete by Brand, Group, etc. and also if it deletes End User data too for full GDPR compliance. Thanks!

View comment · Posted Oct 09, 2023 · Andrew Kenny

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Andrew Kenny commented,

Community comment Feedback - Ticketing system (Support)

;)

View comment · Posted Aug 03, 2023 · Andrew Kenny

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Andrew Kenny commented,

Community comment Feedback - Ticketing system (Support)

I agree that adding CC's with triggers would be hugely helpful.

Caroline Scott for now could you use one of these trigger actions to send the notification email to your agents? Alternatively you can also trigger a side conversation via email.

View comment · Edited Aug 03, 2023 · Andrew Kenny

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Andrew Kenny commented,

Community comment Feedback - Ticketing system (Support)

Andy Seaman even if you remove the automations that close tickets, the tickets will still move from Solved to Closed after 28 days.

I agree, looking forward to Zendesk's forthcoming fix.

View comment · Edited Jul 05, 2023 · Andrew Kenny

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Andrew Kenny commented,

Community comment Feedback - Ticketing system (Support)

An Add CC trigger action would be exactly what I'm looking for too!

View comment · Posted Apr 28, 2023 · Andrew Kenny

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Andrew Kenny commented,

Community comment Q&A - Tickets and email

Understood, thanks Dane. I've got some more learning about webhooks to do.

View comment · Posted Apr 13, 2023 · Andrew Kenny

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Andrew Kenny commented,

Community comment Q&A - Help center and community

View comment · Posted Apr 10, 2023 · Andrew Kenny

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Andrew Kenny created a post,

Post Q&A - Tickets and email

I use a form in my help center with a custom field to collect an email address (not the requester's email). It's a Regex field that allows me to restrict the email address to the specific domains we allow. The submitted form is picked up by our API and sent to a different system that will have an error if it receives emails outside the allowed domains.

Is there a way that I can add the email address from that custom Regex field as a CC on the resulting ticket?

Posted Mar 23, 2023 · Andrew Kenny

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