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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,

Community comment Feedback - Ticketing system (Support)

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,

Community comment Feedback - Ticketing system (Support)

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,

Community comment Feedback - Ticketing system (Support)

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,

CommentJira integration

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,

CommentTicket automation and collaboration

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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