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Binh Du
Joined Oct 16, 2021
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Last activity Nov 19, 2024
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Latest activity by Binh Du
Binh Du commented,
I would like to request the ability for Agent Status to be linked to the Out of Office app, by setting up either the Offline Status or a custom OOO status to turn on Unavailable for agents who have set themselves Offline or OOO in Agent Status. Our current usage is that all agents remain Online through an API script and only mark themselves Offline when going Out of Office, so having the two linked will ensure no tickets are assigned to them through the Zendesk Interface or through Triggers/Automations/Macros, but instead unassign to the Group and send out a group notification.
View comment · Posted Jun 27, 2024 · Binh Du
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Binh Du commented,
Is there a way to change the color of the box so that it's different than the system boxes? We want the link box to stand out separately from the existing category boxes.
View comment · Posted May 30, 2024 · Binh Du
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Binh Du commented,
Hello,
Is there a way to have Zendesk send Slack notifications for SLA targets or violations? Currently there are no SLA selections in triggers, and no Slack for Zendesk Support integrations in Automations so I'm unsure how to set this up.
View comment · Posted Jul 20, 2023 · Binh Du
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Binh Du commented,
In the description it states "Changing the availability status either adds or removes a tag on tickets with a Pending, On-Hold, or Solved status, and optionally for all tickets with an Open status. For more information, see Understanding the agent_ooo tag below." Where is the option to turn on this feature for tickets with Open status? I'm not able to find it in the app's settings nor in the information under Understanding the agent_ooo tag.
View comment · Posted Jan 12, 2022 · Binh Du
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Binh Du commented,
Hi Hervin,
I appreciate your assistance with my questions. Unfortunately, the system does not apply agent tags to tickets when they are assigned. I have tested it and only Requester tags are applied. I have created a custom User Field to try to apply tags to tickets and it does not work for Agents/Assignees.
View comment · Posted Jan 11, 2022 · Binh Du
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Binh Du commented,
Hi I noticed this thread was still open so I was hoping to add to it with a request. Is it possible to add Agent or Assignee conditions to the Condition field in triggers? Currently the only options apply to Ticket, Requester, or Other. Our use case is setting up a User Field for Agents and being able to apply an Agent or Assignee tag to a ticket if the specific agent is assigned to the ticket, and then basing our triggers/automations based on the Agent/Assignee tag.
View comment · Posted Jan 11, 2022 · Binh Du
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Binh Du commented,
For triggers, the only option I can see are tags for tickets. In fact, there are Condition options for Ticket, Requester, or Other, but nothing for Assignee. How would I use agent/assignee tags in the triggers as a Condition field?
View comment · Edited Jan 11, 2022 · Binh Du
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Binh Du commented,
Hello,
Can an agent or assignee user tag be added to a ticket? Or for the example listed in the article, where can {{ticket.assignee.tags}} be used?
View comment · Edited Jan 07, 2022 · Binh Du
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Binh Du commented,
Thank you for your contributions everyone.
I was able to set the subsections in the Category view, but how would I set the subsection to be listed before articles instead of after?
View comment · Posted Jan 05, 2022 · Binh Du
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Binh Du commented,
Hi Dave,
We originally thought we could set it up for Assignees as an Out of Office trigger. The conditions would be if the User Field (set as a checkbox) was checked for the Assignee, then for any incoming tickets assigned to that Assignee (all of our tickets are automatically assigned to specific Agents), a specified backup Agent would be added as a follower and emailed so that they could be able to take care of the tickets until the Assignee is no longer out of office. At first testing I thought it worked, but I did the test myself as both the Requester and Assigner and only later found out that it did not work as I intended. Could this feature be added or modified to include Assignees as well, or is there a different way to achieve what we are wanting to do?
View comment · Posted Jan 05, 2022 · Binh Du
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