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Patrick Arrastia
Joined Jan 06, 2022
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Last activity Nov 20, 2024
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Latest activity by Patrick Arrastia
Patrick Arrastia commented,
Hello,
Is Intelligent Triage > Intents available in the ‘Partial Sandbox’ - we have it enabled in our production instance. When using the sync add-ons feature Generative Ai appears as expected but the Intelligent Triage > Intents says unavailable, it looks like we can enable/access the language and sentiment options, just not able to access the intent settings as they are greyed out. Just wondering if this is by design or if troubleshooting is needed.
Thanks!
View comment · Posted Aug 23, 2024 · Patrick Arrastia
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Patrick Arrastia commented,
Sounds good, thanks for the reply @...
View comment · Posted Jun 25, 2024 · Patrick Arrastia
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Patrick Arrastia commented,
Hello,
We have been using the Slack integration with Side Conversations heavily and without issue for the past year, on June 18 our agents began reporting an issue where messages were being duplicated multiple times. for example, an agent would send a side conversation message from a ticket, and that message would hit the intended Slack channel as expected, however, that same message duplicates x times in the Slack channel. This is occurring across multiple agents, different browsers, cache clearing and all the usual tricks aren't solving. I just tried uninstalling and reinstalling the Slack app, and the install page from the Zendesk marketplace seems to be unavailable.
Please help, refer to ticket 12693528 if needed.
@...
View comment · Posted Jun 20, 2024 · Patrick Arrastia
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Patrick Arrastia commented,
Thanks for the response Greg, have a great day!
View comment · Posted Mar 15, 2024 · Patrick Arrastia
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Patrick Arrastia created a post,
Hello,
Wondering how to get a list of triggers and the tickets. I'd like to run a query on a trigger, and have the output show me a list of all tickets that the trigger was used on for a given time period. For example, in the last 30 days, trigger 98766345 was fired x amount of times and used on ticket ids 98747, 987734, 987564 etc. Any insights are greatly appreciated!
Posted Mar 15, 2024 · Patrick Arrastia
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Patrick Arrastia commented,
Greetings!
Any updates on this feature?
View comment · Posted Sep 08, 2023 · Patrick Arrastia
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Patrick Arrastia commented,
Thank you for the reply, I appreciate it!
View comment · Posted Nov 17, 2022 · Patrick Arrastia
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Patrick Arrastia created a post,
Hello,
We are on an Enterprise plan with multiple brands. My ultimate goal is to export a 90 day rolling window of tickets within one brand that contain a specific tag (cancel). Using the search api exceeds the rate limit. When attempting to use the incremental ticket export, I have not been able to figure out how to export just the single brand I am reporting on, using &include=brand_id:12345678 doesn't seem to be correct as I am still seeing other brand ids in the results.
Not sure how to incorporate the rolling 90 day window as it looks like the parameter is start_time=unix timestamp.
Thank you in advance!
Posted Nov 10, 2022 · Patrick Arrastia
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Patrick Arrastia commented,
Hi,
We are on an Enterprise account with multiple brands. I'm trying to use the incremental ticket export to export tickets from Brand:x, with tag:y, created at less than 90 days (rolling 90 day window). Having trouble getting any of the 'filters' to apply such as brand, and how to convert unix timestamp to today minus 90d.
Any advice is greatly appreciated.
Thanks!
View comment · Posted Nov 08, 2022 · Patrick Arrastia
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Patrick Arrastia commented,
Hello,
have there been any updates (or workarounds) to the last question asked here, or does each customer reply to an outbound agent text still create a new ticket?
"Jim
November 8, 2021
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Thats great that we can text from the ticket. BUT when the customer responds to the text it opens a new ticket. Is there a way to have it update the ticket you are texting from?
Hey Jim,
Unfortunately not at this time - the best practice here is to solve the original ticket on send, and allow the follow-up ticket to be created (which will link back to the original ticket in your system).
Brandon"
"
View comment · Posted May 13, 2022 · Patrick Arrastia
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