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Ahmed Zaid
Joined Feb 10, 2022
·
Last activity Feb 20, 2025
Certified Zendesk Expert (App developer & Administrator) | Technology Partner
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Latest activity by Ahmed Zaid
Ahmed Zaid commented,
+1
I would even pay for this feature as it would save me a lot of effort handling the redirect on our infrastructure.
View comment · Posted Feb 20, 2025 · Ahmed Zaid
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Ahmed Zaid commented,
Hello,
I am experiencing the same issue like some of you recently, where tickets are solved as if the end-user clicked “Yes, close my request” without them knowingly doing so.
I am suspecting this is due to link expanders, similar to this issue where safe link or url expander service automatically opens the link in the email to close the issue. My suspension is because some of the reported cases are solved immediately when it would not have been possible for the customer to go through the article. I am not sure how to verify my suspicion about this yet.
View comment · Posted Feb 03, 2025 · Ahmed Zaid
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Ahmed Zaid commented,
+1
View comment · Posted Jan 21, 2025 · Ahmed Zaid
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Ahmed Zaid commented,
Hello Berkay Senocak,
I believe what you are looking for is a conversation integration, previously known as SunCo Webhook. You can find more details here https://support.zendesk.com/hc/en-us/articles/4576083789850-Creating-conversations-integrations-in-Admin-Center
I hope that works for you.
View comment · Posted Jan 10, 2025 · Ahmed Zaid
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Ahmed Zaid commented,
Hello,
Few months ago, when I moved to Queue-based routing and disabled the trigger that added omnichannel_routing tag to email tickets, this feature has stopped working, so I had to roll back the configuration.
Can you please confirm if a routing tag is still needed for this feature with queue-based routing?
View comment · Posted Jan 07, 2025 · Ahmed Zaid
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Ahmed Zaid commented,
+1
All EU languages are crucial to us
View comment · Posted Jan 02, 2025 · Ahmed Zaid
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Ahmed Zaid created a post,
Feature Request Summary:
I would like an API endpoint available for agents that can query other agents' statuses and capacity.
Description/Use Cases:
Using Omnichannel routing, it is possible to manage assignment to agents based on status and capacity. However, this does not prevent manual assignment. So anyone can assign a ticket to an agent who is "Out of Office" or at maximum capacity. To tackle this limitation in the agent workspace, an app would need an endpoint that can GET other agents' status and capacity.
Business impact of limitation or missing feature:
Handling time is severely affected when tickets are manually assigned to unavailable agents. If dashboards are not monitored in time,
Other necessary information or resources:
Expanding allowed roles for this endpoint would solve this feature request:
Posted Dec 19, 2024 · Ahmed Zaid
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Ahmed Zaid commented,
Hello Daniel Rafeedie I have this exact problem. Did you manage to find a solution?
View comment · Posted Dec 19, 2024 · Ahmed Zaid
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Ahmed Zaid commented,
Hi Ashwin Raju
I love the latest update, but I feel that it blurred the line between name and external ID fields. All my use cases are now possible, but I feel that my setup is less clean and more like a workaround.
I would love to keep the name and ID functions separate (e.g. external ID is a serial number, and name is the actual name of the asset) yet be able to search my records in a lookup field by external ID.
View comment · Edited Dec 04, 2024 · Ahmed Zaid
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Ahmed Zaid commented,
Hi Rich Shupe ,
Sorry there was an incident few months ago that led to all my contributions being deleted by mistake. The solution for this one is to always add the year before the month in the attributes section. It should look like this
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Let me know if that works.
View comment · Posted Nov 20, 2024 · Ahmed Zaid
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