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Luis Pagan
Joined Jan 20, 2022
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Last activity Sep 29, 2022
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Latest activity by Luis Pagan
Luis Pagan commented,
Thanks for the help John! This is helpful. I will use your suggestion and test it out.
View comment · Posted Sep 29, 2022 · Luis Pagan
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Luis Pagan commented,
Thanks John for that note. I believe we would still encounter an issue if a customer creates a ticket via web widget, and saves the reply support+12345 email address. If they email support+12345 after a ticket has been closed a follow up would be created in that situation.
View comment · Posted Sep 29, 2022 · Luis Pagan
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Luis Pagan commented,
Morten's workaround technically works, so thank you Morten for that - I have used your recommendation. However, it is not a great customer experience. It causes a lot of customer confusion, because a new ticket is still created and then closed automatically via the workaround. So the initial reply a customer still receives is that a new ticket number was created, then moments later they will receive the message about creating a new ticket instead. It can cause a confusing loop for the customer. Especially if they are not constantly monitoring their email and have 100s of emails they sift through daily. 95% of customers will get it, but 5% will see this as a pain.
Zendesk the best solution will be a feature that sends them a message automatically informing them about the new ticket rejection without a new ticket generating all together..
View comment · Posted Sep 29, 2022 · Luis Pagan
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Luis Pagan commented,
We have an issue with ticket updates not notifying JIRA watchers. Whenever any comment internal or public is added to the ticket that is linked to a JIRA the watchers are not notified via email or slack. Any ideas on what could cause this, or is this a known issue?
View comment · Posted Sep 22, 2022 · Luis Pagan
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Luis Pagan commented,
We have automation on the Slack side that after a 7 day retention period messages are deleted. I have not tested this yet, but if we integrate Slack with Zendesk and have the side conversations recorded on the ticket will the slack conversations also delete after 7 days in Zendesk? Or will the ticket keep the slack message for historical purposes since it was related to the ticket?
View comment · Posted Feb 23, 2022 · Luis Pagan
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