Ahmed Zaid

Hello. I am unable to create a regex predection due to the error “Expression is too broad, try making it more specific”. Can you please explain the criteria I need to follow to make it more specific? My regex is

\b[A-Z]{2}\*DCS\*[A-Z0-9]{6}\*[\dX]\b

We provide support in 23 languages, so our macros mostly contain dynamic content rather than text for replies. Will we still get macros-based suggestions?

We also have different knowledge locales with market-specific content, even though the language might be same e.g. de-DE and de-CH. Will suggestions match the exact locale between end user and knowledge?

+1

I would even pay for this feature as it would save me a lot of effort handling the redirect on our infrastructure.

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.

+1

Hello Claire,

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.

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?

+1

All EU languages are crucial to us

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:

https://developer.zendesk.com/api-reference/agent-availability/agent-availability-api/agent_availabilities/#get-an-agents-availability

Hello Daniel Rafeedie I have this exact problem. Did you manage to find a solution?