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mfg

Joined Oct 16, 2021

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Last activity Feb 11, 2025

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ACTIVITY OVERVIEW

Latest activity by mfg

mfg created a post,

Post Feedback - Admin Center

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

Add updating skills as a condition for triggers

What problem do you see this solving? (1-2 sentences) 

We need to generate end user use case specific notifications when a ticket's skills are updated. 

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

We currently make minimal use of skills-based routing due to this issue.

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

Adding skills via a separate trigger based on a different condition.

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

Better support for implementing skills-based routing including but not limited to exposing skills as conditions for triggers

Posted Feb 11, 2025 · mfg

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mfg created a post,

Post Feedback - Admin Center

I have encountered this across multiple machines, multiple formats, after wiping cache, etc - this message won't go away and has been in place for months.
 

 

Whenever I try to click it too slowly the whole menu closes. If I succeed in ninja clicking it fast enough, it goes away but returns on the next pop out. Killing me.

Posted Feb 11, 2025 · mfg

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mfg created a post,

Post Q&A - AI and automation

I am writing an automation to accommodate for rate limit errors - specifically 429s. In order to do so, my error handling needs to pull the [ratelimit-reset] property from the error message, then add a delay. However, without hammering the end point and causing whatever errors across the production API, I'm not able to test for real world results.

 

Is there a way to test where you can manually trigger a 429 message without actually causing one?

Posted Feb 11, 2025 · mfg

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mfg commented,

CommentTicket management

Are there any plans to provide a method to monitor and report on these issues, or to query for end users with undeliverable email identities? Will this data be included in a data set in Explore?

View comment · Posted Feb 11, 2025 · mfg

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mfg commented,

Community comment Q&A - AI and automation

Richard J  - I did not, the search API doesn't really think about things that way from what I have pieced together

View comment · Posted Feb 03, 2025 · mfg

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mfg created a post,

Post Feedback - Admin Center

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

As an admin, I would like to be able to review the message pushed to a webhook in the same way you can view emails/notifications sent to various users in the history.

What problem do you see this solving? (1-2 sentences) 

I am troubleshooting a difference in the payload received via API - I'm expecting one set of keys, but only getting headers.

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

On-going - core feature that doesn't exist. This is an issue whenever I am building or testing.

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

No. 

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

Add an element to the ticket history that shows the JSON body of what was pushed to the webhook URL, preferably with values instead of placeholders.

Posted Jan 31, 2025 · mfg

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mfg created a post,

Post Q&A - Help center and community

Can I create a custom Help Center page template and insert a form dropdown for a different brand?

Posted Jan 30, 2025 · mfg

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mfg created a post,

Post Feedback - Admin Center

It would be helpful to have an option to simplify testing triggers if you could know that an email won't be generated regardless the triggers an event may interact with.

 

Currently you would need to either design to your best knowledge triggers that wouldn't activate email triggers or modify/deactivate triggers to cover the use case. In the event of a misfire, you may unintentionally send an email to an external end user with test data or real looking data.

 

Having a simple kill switch would allow for testing without the risk of confusing customers and would also allow an admin to see other triggers that may misfire in the event history of a test ticket.

Posted Jan 29, 2025 · mfg

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mfg created a post,

Post Feedback - Ticketing system (Support)

Aside from adding an entire bay of agents as followers to a ticket outside their group, it would be helpful for agent permissions management if you could  grant agents of one group access to individual tickets assigned to a separate group that they wouldn't otherwise have access to.

 

We have a workflow where inbound leads are vetted by one team, then handed off as child tickets to one of a few different groups. The submitted tickets is accessible to the agent that created it, but not to other members of their team unless they are added manually, individually to the ticket.

 

In our case, once handed off, we the vetting team may need to review a sample of these types of tickets occasionally, adding notes where appropriate. As they are not members of the handoff groups, they are not able to view these tickets.

 

Adding the vetting agent to the handoff group would not work for a number of reasons so the current workaround is to grant them access to any other group as long as it's not private. Principally, this would derail the assignment protocol and wouldn't work if the handoff team is a private group.

 

In the same way that you can add an agent individually a specific ticket, it would be helpful if you could add a group - specifically if you could do so via trigger. 

 

It would likely be unhelpful to add them as followers though, as the group would receive email notifications for each update to each ticket that they may or may not be associated with. Since agents are likely to change, adding them as individuals via trigger would probably be  duplicative and not sustainable.

Posted Jan 28, 2025 · mfg

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mfg created a post,

Post Developer - Zendesk APIs

I want to deactivate 200+ fields that are no longer used on any forms. I thought I may be able to do so using the ticket update end point, but it looks like the only possible changes documented are to field options - https://developer.zendesk.com/api-reference/ticketing/tickets/ticket_fields/#update-ticket-field

 

I was hoping that I could pass a "active": true via PUT, but all I get back is a 200 with no changes. Is it possible to make changes to fields via API outside of updating field options?

Posted Jan 23, 2025 · mfg

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