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Daniel Rafeedie

Joined Jun 15, 2023

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Last activity May 21, 2024

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Latest activity by Daniel Rafeedie

Daniel Rafeedie commented,

Community comment Q&A - Tickets and email

Marla Boyles Stephan Marzi 

 

We've wrestled with this extensively with our vendors and here is what we've uncovered:

 

They've been able to modify their settings in SF (which apparently is not very easy) to accomodate Zendesk's requirements for email threading. ZD's requirements are relatively unique in that regular email providers like Google / MSFT do not have an the issue with threading replies. Despite that, there are still some imperfections depending on the cadence of communication. 

  1. If we create a ticket by emailing our vendor (example@vendorsupportemail.com) and they reply to that email, the reply will now thread properly. Again, this is AFTER they've made customizations to database. 
  2. If a NOT created by us initially, but they send the first email. Any subsequent replies WILL NOT thread properly. all subsequent replies will create new tickets. However, if we reply “thanks” to the first inbound email then the subsequent tickets will thread…. basically, we have to be that really annoying customer that just replies “thanks" to everything to keep reopening their tickets; but that's the only way to pass the metadata that ZD woudl need on subsequent replies to thread properly.
  3. With that said, all bets are off with Side Conversations. Apparently this requires a whole other set of processes between ZD and SF that is different than actual tickets. So when we email example@vendorsupportemail.com from a side conversation, all replies create new tickets then circle back to #1 above to play the game again. 

Ultimately we have found Zendesk's inability to accomodate standard emailing a bit of a deal breaker and are gearing up to migrate to a more versatile product. This limitation presents itself in many other ways like “Scheduling emails” or some other similar functionalities that you see in Salesforce, Hubspot, Gmail, etc. 

View comment · Posted May 21, 2024 · Daniel Rafeedie

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Daniel Rafeedie commented,

Community comment Feedback - Apps and integrations (Platform)

Add us to the long list of folks wanting this update.

 

However, in the meantime, is it possible to configure a trigger ONLY for the first ticket update and any subsequent ticket updates do not get captured with the trigger? Not sure if possible to write a trigger based only only the first update with given criteria.

 

Ie. “When ticket is marked high priority” but none of the subsequent back and forths on the ticket after the initial flag. 

View comment · Posted Apr 05, 2024 · Daniel Rafeedie

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Daniel Rafeedie commented,

Community comment Feedback - Apps and integrations (Platform)

Agreed - we need to turn off the “post to channel” feature for all notifications. The best solution here is to include it as an option within the trigger as there may be use cases where the preference varies based on trigger. But the high volume channels are far too spammy and very hard to make useful

View comment · Posted Apr 05, 2024 · Daniel Rafeedie

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Daniel Rafeedie created a post,

Post Q&A - Apps and integrations

Hello,

 

We recently moved from Zoom Chat to Slack. We had built a customer integration with Make.com that works like this:

 

  • Our ticket form has a checkbox field called “Chat Notifications?” 
  • When an agent checks this box, any updates to this ticket would trigger a Webhook that to Make.com that would then push a message directly to the agent that was assgined to the ticket (this was done by matching email from Zendesk to email in Zoom Chat.)

 

This would basically be the equivalent of making yourself a follower on the ticket, but instead of an email notification we want to get it via Slack. 

 

Is it possible to recreate this at scale using Zendesk triggers? Currently, we'd have to create a private channel for EACH agent… then an individual trigger that had a condition “If assignee is John Doe”, then "send Notify by ZD Integration > and pick the specific channel… and then recreate this for every single employee.

 

We do have a generally customer service channel that all of the agents have access to, but we don't want to clutter that channel for agent specific notifications., 

 

Anybody have something similar to this that they've built? 

Posted Mar 28, 2024 · Daniel Rafeedie

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Daniel Rafeedie commented,

CommentGeneral questions and issues about tickets

Is it possible to do this at scale? For example, a custom organization field that says "Primary Support Agent" and allows us to specify an agent. Then some sort of automation that says "If there's a primary support agent for Ticket > Organization, then assign ticket automatically to that Rep"

The goal here would be to avoid writing a trigger for every agent that we hire and rewriting them for any turnover that we have. 

View comment · Posted Mar 23, 2024 · Daniel Rafeedie

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Daniel Rafeedie created a post,

Post Q&A - Tickets and email

Is there a way to prevent a ticket from being marked solved while there is a side conversation that is in Open Status? 

We use "tasks" by SweetHawk and they have similar functionality the prevents this when the ticket has open tasks that are not marked complete, so we'd like to do the same with side conversations. 

 

Posted Mar 18, 2024 · Daniel Rafeedie

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Daniel Rafeedie commented,

Community comment Feedback - Ticketing system (Support)

Is there any update on how this is handled? 

View comment · Posted Mar 18, 2024 · Daniel Rafeedie

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Daniel Rafeedie created a post,

Post Q&A - Tickets and email

We have a customer that we email with regularly and they work out of Salesforce for their communications. For a long time, their replies to our tickets would not thread properly due to the RFC standard that Zendesk uses, as noted here. The customer made updates to their Salesforce environment to resolve the problem and the issue now works just fine. 

We recently implemented Side Conversations and communicate via email with them. However, the replies to our side conversations are not threaded there but are creating brand new tickets (very annoying!) But the replies to tickets still thread without issue.

Is there a way to resolve this? We did not expect the threading logic to differ between tickets and side conversations. 

Posted Mar 07, 2024 · Daniel Rafeedie

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Daniel Rafeedie created a post,

Post Q&A - Tickets and email

Our agents oftentimes have to interface with a few of our vendors that use Salesforce to ingest their emails for customer service, which means Zendesk is emailing to Salesforce. Since Salesforce strips out header data that Zendesk uses to associate replies to an existing ticket, every time our vendor replies, it creates a brand new ticket rather than updating the original one started by our agent. 

Any suggestions on how to work around this scenario or to solve it? We currently just keep merging one reply into another but it's a horrible solution and makes researching old tickets impossible. 

Is there a way to resolve this or best practices on how to work around this Zendesk limitation? 

Posted Jan 08, 2024 · Daniel Rafeedie

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Daniel Rafeedie created a post,

Post Feedback - Ticketing system (Support)

We have been testing side conversations and find it to be a super helpful feature. However, we do not use Teams or Slack for internal chat, but instead use Zoom. 

Is there any ability to integrate Zoom with Side conversations? Or is there anything on the road map to expand the integrations with Side Conversations? 

Posted Nov 16, 2023 · Daniel Rafeedie

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