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Fakhri - [FSG] Customer Care's Avatar

Fakhri - [FSG] Customer Care

Joined Oct 16, 2021

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Last activity Oct 16, 2021

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ACTIVITY OVERVIEW

Latest activity by Fakhri - [FSG] Customer Care

Fakhri - [FSG] Customer Care commented,

Community comment Q&A - Tickets and email

Hi Austin K,

Yes, we were able to identify the underlying issue with the existing triggers. Apparently, one of the existing triggers prompts the Ticket Form to revert to a template form, automatically. We did not realize it before, but we have solved this problem. We were also helped by a very responsive and helpful Zendesk Support. 

Thank you!

View comment · Posted Jul 17, 2021 · Fakhri - [FSG] Customer Care

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Fakhri - [FSG] Customer Care commented,

CommentTicket management

Hi Lisa

thank you for the suggestion! I would definitely give it a try and see how it pans out. 

Regards,
Fakhri

View comment · Posted Jul 14, 2021 · Fakhri - [FSG] Customer Care

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Fakhri - [FSG] Customer Care commented,

CommentTicket management

Hi everybody,

I am looking for a way to automate the adjustment of the Ticket Form based on keywords found in the body e-mail. The issue is that oftentimes when a user/customer follows up our conversation (usually on an old ticket), the ticket form on the incoming ticket will automatically set to "General Inquiries" which will, in turn, trigger certain information on Tags, Issue, and Priority. 

The ticket form on the follow-up ticket is different than the one that appeared on the original/initial ticket. What I need here is to keep the ticket form the same as it was. Let's say, if it was "Account Issue" then it should also be "Account Issue" on the follow-up ticket and not "General Inquiries" because both forms trigger a different set of information, most importantly, different priorities. 

Is there a way to keep the ticket form the same or to adjust the ticket form automatically according to the keyword found in the body e-mail so that we can attend to tickets based on issue categorization (ticket form) and priority? 

Thank you.

View comment · Posted Jul 13, 2021 · Fakhri - [FSG] Customer Care

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Fakhri - [FSG] Customer Care commented,

Community comment Q&A - Tickets and email

Hi Edwin Schukking,

Yes, exactly. I am looking for a possibility to have exactly the same ticket values (form, tags, issue, priority, and so on) on follow-up tickets made by customers (incoming ticket) so that it will help agents prioritizing tickets. Assuming that this should be categorized as "Feature Request" then it mean Zendesk has yet to have that feature? 

Is there any workaround to this? Thank you.

View comment · Posted Jul 13, 2021 · Fakhri - [FSG] Customer Care

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Fakhri - [FSG] Customer Care created a post,

Post Q&A - Tickets and email

Hi everybody,

I am looking for a way to automate the adjustment of the Ticket Form based on keywords found in the body e-mail. The issue is that oftentimes when a user/customer follows up our conversation (usually on an old ticket), the ticket form on the incoming ticket will automatically set to "General Inquiries" which will, in turn, trigger certain information on Tags, Issue, and Priority. 

The ticket form on the follow-up ticket is different than the one that appeared on the original/initial ticket. What I need here is to keep the ticket form the same as it was. Let's say, if it was "Account Issue" then it should also be "Account Issue" on the follow-up ticket and not "General Inquiries" because both forms trigger a different set of information, most importantly, different priorities. 

Is there a way to keep the ticket form the same or to adjust the ticket form automatically according to the keyword found in the body e-mail so that we can attend to tickets based on issue categorization (ticket form) and priority? 

Thank you.

Posted Jul 13, 2021 · Fakhri - [FSG] Customer Care

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