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Aleksandrs Galiullins's Avatar

Aleksandrs Galiullins

Joined Aug 24, 2022

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Last activity Oct 02, 2024

Zendesk Customer Care

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ACTIVITY OVERVIEW

Latest activity by Aleksandrs Galiullins

Aleksandrs Galiullins commented,

CommentEnd-user guide for Help Center
Hi Bill,
 
Currently, there is no option for adding attachment into community post, and we are aware of this feature request from our users as far as I understand right from this related discussion I have found here Attachments in Community.
 
In addition, I encourage you to leave your Voice there, as conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
 
We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.

View comment · Posted May 22, 2024 · Aleksandrs Galiullins

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Aleksandrs Galiullins commented,

CommentTicket management
Hi Raida,
 
You can remove the mentioned text by updating the appropriate trigger called "Notify requester of new proactive ticket" which is responsible for proactive ticket notification. For reference "About the standard Support triggers".
 

View comment · Posted May 14, 2024 · Aleksandrs Galiullins

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Aleksandrs Galiullins commented,

Community comment Q&A - Tickets and email
Hi Tami,
 
Unfortunately, there is no special placeholder for displaying user's or agent's name only in chat shortcuts as mentioned in this post:
"Can I create a shortcut in chat for only a visitor's first name".

View comment · Posted May 09, 2024 · Aleksandrs Galiullins

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Aleksandrs Galiullins commented,

CommentTicket basics
Hi Elizabeth,
 
I'm afraid that it could not be removed or disabled, since it's a system designed functionality. However, I'd recommend for you to post a feature request to our Product Feedback forum here. Our Product Team reviews this forum regularly and it has inspired many of the enhancements we've made to Zendesk over the years.

View comment · Posted Apr 01, 2024 · Aleksandrs Galiullins

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Aleksandrs Galiullins commented,

CommentHow to manage social messaging channels
Hi Gina,
 
An agent should assign a ticket to themself for answering to Instagram Direct ticket by pressing "Take it" and "Submit" buttons there.
Only assigned agent can join to Instagram Direct conversation as mentioned in the related article: "Agents are unable to respond to an Instagram Direct message". 
 
If an agent would like to go down to the next line in a message, please use "Shift+Enter", instead of pressing "Enter" button.
 
Regards
Aleksandrs

View comment · Posted Apr 01, 2024 · Aleksandrs Galiullins

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Aleksandrs Galiullins commented,

CommentTicket management
Hi Ashley,
 
If an incoming email was suspended with the reason "automated response email", it could be related to that there is a specific header in incoming email that cause the issue as described in this article about causes of suspension.
 
It is recommended that sender works with their IT/Email Admin and see if there is a specific header showing to automated email that can be removed from their email server side before it gets forwarded to Zendesk.

View comment · Posted Apr 01, 2024 · Aleksandrs Galiullins

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Aleksandrs Galiullins commented,

Community comment Developer - Zendesk APIs
Hi Persistent Dev,
 
I was able to update organization fields as in your example/scenario, please see the attached screenshot as example.
Further clarification is needed in your use case, what type of the fields "org_1" and "org_2" (text, milti-line or drop-down) is used?


 
I'm going to open a support ticket with you about your issue, where we can collobarate further.
 

View comment · Posted Nov 27, 2023 · Aleksandrs Galiullins

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Aleksandrs Galiullins created an article,

ArticleExplore recipes

Available on Suite Professional plans and above Available on Explore Professional plans and above

In this Explore recipe, you'll learn how to create a report that shows the average number of tickets per organization.

What you'll need

Skill level: Beginner

Time required: 10 minutes

How to create the report in Explore

  1. In Explore, click the Reports () icon.
  2. In the Reports library, click New report.
  3. On the Select a dataset page, click Support > Support - Tickets, then select Start report. The report builder opens.
  4. In the Metrics panel, click Add.
  5. From the list of metrics, choose Tickets > Tickets and Users and organizations > Organizations and select Apply.
  6. Click the Organizations metric you just added and change the aggregator to D_COUNT.
  7. In the right sidebar, click the Result manipulation () menu.
  8. Select Result metric calculation, then Add new metric.
  9. In the Name field, give your metric a name like Tickets by org.
  10. In the Formula field, enter or paste the following formula to display tickets by organization:
    Count(Tickets) / D_Count(Organizations)
  11. Click Add, then click anywhere outside of the open menu.
  12. Click the Visualization type () menu and select Table.

Screenshot_2022-09-05_at_10.52.35.png

For more information, see the article: Reporting on user and organization data with Explore.

Edited Oct 24, 2024 · Aleksandrs Galiullins

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Aleksandrs Galiullins commented,

CommentSalesforce integration
Hi William,
 
We have the article about synchronization when there is Parent/Child account structure in Salesforce.
 
Hopefully that helps!

View comment · Posted Aug 24, 2022 · Aleksandrs Galiullins

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