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Jason Ortega

Joined Nov 08, 2021

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Last activity Oct 10, 2023

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ACTIVITY OVERVIEW

Latest activity by Jason Ortega

Jason Ortega commented,

Community comment Developer - Zendesk APIs

Thanks for posting this Diana! I too have been looking to enter the golf cart owning business. I regularly come to support platform sites as well in order to figure out the best way to make this dream a reality.

 

I am grateful, at least, to hear there are other golf cart owner and future golf cart business owners out there in the world and I am looking forward to see how Zendesk responds to help us out here.

 

Best of luck,

View comment · Posted Oct 05, 2023 · Jason Ortega

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Jason Ortega commented,

Community comment Feedback - Developer Platform

Lets make it happen champs!

View comment · Posted Jul 13, 2023 · Jason Ortega

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Jason Ortega commented,

Community comment Feedback - Ticketing system (Support)

As a work around we are deciding to add a ticket field that will be updated whenever our SLA conditions are met and then we will use that as a column in our view next to the SLA

View comment · Posted Jun 08, 2022 · Jason Ortega

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Jason Ortega commented,

CommentTicket automation and collaboration

Hi ZD Team,

Is there any way to choose custom ticket fields or is there a limit on which type of ticket field is available to interact with Macro Actions?

 

For example, it appears that our custom ticket fields like checkboxes or dropdowns show up in actions but not multi-line fields. We see a similar behavior when trying to reference in views or triggers.

Is there a workaround or is this intended?

View comment · Posted Mar 29, 2022 · Jason Ortega

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Jason Ortega commented,

Community comment Feedback - Ticketing system (Support)

Hi Daniel Dobrzensky, thanks for the tip, this works for most intents and purposes. The only time it can get weird is if you have multiple browser windows with zendesk domain (like maybe one looking at stuff for Talk and one looking at stuff for Support), then if it tries to open the tab in the Talk browser window, the ticket has no where to route to since it is Talk and not Support and simply closes the tab and theres nothing the user can do except close that default window.

 

Thanks for pointing out a workaround none-the-less.

View comment · Posted Mar 17, 2022 · Jason Ortega

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Jason Ortega created a post,

Post Feedback - Ticketing system (Support)

Below you will find my original request that was asked to be posted here. It would be great to target existing zendesk sessions when zendesk ticket URLs are clicked outside of zendesk. I dont know how this might happen exactly or if its possible but I figured I might as well ask.

 

OP:

Is there any way to route incoming zendesk ticket URL clicks into an exitsting zendesk instance? For example, I am an agent in my browser @ https://MYINSTANCE.zendesk.com/agent/tickets/41862 and I receive a URL link from a colleague to another ticket inside a 3rd party app like Slack, I click the URL in Slack to the zendesk ticket (https://MYINSTANCE.zendesk.com/agent/tickets/41861 lets say) and it opens in a completely new tab or window in my browser rather than in my existing zendesk tab
 
I can achieve this affect when inside of zendesk already like in an app running in the ticket sidebar, but external URLs I am not sure what my options might be

Posted Mar 04, 2022 · Jason Ortega

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Jason Ortega commented,

Community comment Feedback - Ticketing system (Support)

I thumb this up but I have the more general need of only showing ticket fields to Agents that belong to a certain group. Conditional ticket fields do not satisfy this either.

 

Thank you!

View comment · Posted Jan 10, 2022 · Jason Ortega

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Jason Ortega created a post,

Post Feedback - Ticketing system (Support)

Is it possible to make dynamic the "If value is" field for the condition? For example using regular expressions? This would be helpful for cases where a field can take any text value from the user and we might want to recognize certain patterns. If not, it would at least be nice to check if the field had any value at all rather than having to be a specific, exact value.

It was suggested to post this here from https://support.zendesk.com/hc/en-us/articles/4408834799770-Creating-conditional-ticket-fields 

Thank you,

Posted Dec 01, 2021 · Jason Ortega

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Jason Ortega commented,

CommentTicket customization

Is it possible to make dynamic the "If value is" field for the condition? For example using regular expressions? This would be helpful for cases where a field can take any text value from the user and we might want to recognize certain patterns. If not, it would at least be nice to check if the field had any value at all rather than having to be a specific, exact value.

View comment · Posted Nov 08, 2021 · Jason Ortega

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