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Justin Federico

Joined Aug 16, 2022

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Last activity Oct 11, 2023

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Latest activity by Justin Federico

Justin Federico commented,

CommentTicket basics

Hi Lisa,

That EAP requires you to already have Agent Workspace enabled. Does the sandbox apply here? I would not enable this in prod unless this works as expected.

View comment · Posted Oct 10, 2023 · Justin Federico

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Justin Federico commented,

CommentTicket basics

The text doesn't "disappear" but the issue is that you are preventing the agent from changing from "public" to "internal" on the fly. They would need to copy/paste the note or rewrite it.

The reverse order of the ticket comments is a dealbreaker for us. We would never use the Agent Workspace because of this change. This should be configurable. Another button does not resolve the issue.

You're changing the way that things have worked for years and what people are used to and calling it "better". The experience is not better and this is evident from the comments on this thread. If you fail to listen to your customers be prepared to lose them.

View comment · Posted Oct 10, 2023 · Justin Federico

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Justin Federico commented,

CommentGeneral questions about email and email template

Is there a way to prevent the blocked tickets from showing up in the users' activities?

The user can see the blocked ticket in their activities and is given the option to create a follow-up ticket. In our configuration, this leads to the follow-up ticket being blocked as well.

Edit: This can be done by creating a "dummy" brand and assigning the tickets to that brand in the triggers.

View comment · Edited Dec 02, 2022 · Justin Federico

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Justin Federico commented,

Community comment Q&A - Objects, workspaces, and rules

The target will be deactivated if there are too many errors. Do you see any target failures under Zendesk API?

View comment · Posted Oct 24, 2022 · Justin Federico

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