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Jamie Noell's Avatar

Jamie Noell

Joined Oct 26, 2021

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Last activity Jan 31, 2025

Zendesk Luminary

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ACTIVITY OVERVIEW

Latest activity by Jamie Noell

Jamie Noell commented,

Community comment Feedback - Help Center (Guide)

We really need this searchable / filtering aspect on fields, like Country, which are incredibly long.  Hope this is coming soon.

View comment · Posted Jan 31, 2025 · Jamie Noell

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Jamie Noell created a post,

Post Feedback - Admin Center

Are any plans for trigger deployment that include an email address (which typically shows as a conflict since the sandbox domain differs)?  With a similar product, Salto just looks at what's before the @ for the comparison.

Example:
help@abc.com

help@abc-sandbox.zendesk.com 

 

Because both have help@, then ideally Deployment feature would deploy the trigger.  We have to migrate our email routing triggers since Zendesk is doing a full email address comparison.

Posted Jan 16, 2025 · Jamie Noell

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Jamie Noell commented,

CommentAccounts and billing

Overall, I really like the triggers/automations deployment except for 2 points, and we use this feature a lot.  Excited for the new changes announced in the EAP!

Issues:

1.  The over-notification of updated triggers due to trigger placement changes as described above. 

2.  I'll submit in product feedback but also want to check here if there are any plans for trigger deployment that include an email address (which typically shows as a conflict since the sandbox domain differs).  With a similar product, Salto just looks at what's before the @ for the comparsion.

Example:
help@abc.com

help@abc-sandbox.zendesk.com 

 

Because both have help@, then the trigger would deploy.  We have to migrate our email routing triggers manually due to this issue.

View comment · Edited Jan 16, 2025 · Jamie Noell

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Jamie Noell commented,

Community comment Feedback - Ticketing system (Support)

Our use case is that another system sends automated emails, and we set the reply-to address for those emails to a Zendesk support address.  This way, any reply threads back into Zendesk.  The original requester is the system sending the automated emails, and if a real person replies, we want to change the requester from that system to the real person. I'm working on a webhook to update the requester, but it would be really helpful (and prevent the possibility of a webhook collision if there were a trigger condition of “Set requester” to “Current user.”

View comment · Posted Jan 11, 2025 · Jamie Noell

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Jamie Noell commented,

CommentPublishing and sharing dashboards

It seems like your documentation is out of date.  

In an Explore dashboard that you have previously shared, copy the URL of the dashboard from your browser address bar (you'll need it later), then click Schedule.

 

should be 

 

- Click the drop-down arrow by the Share button.

- Select Schedule delivery.

 

“Schedule” is no longer visible in the new dashboard builder.

View comment · Posted Jan 02, 2025 · Jamie Noell

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Jamie Noell created a post,

Post Feedback - Admin Center

The Deployment feature is a good start, but it would save time if…

1.  If we only have one Premium Sandbox, it would be nice to just assume this is the one we want to deploy.

2.  I wish we could deploy more than one trigger at a time (like Salto allows).

3.  I wish we could run a report comparing all triggers and automation configuration (like an audit) to know where we have unintentional differences between our environments (like Salto offers).

4.  I wish we could migrate macros - because we cannot, we usually just configure in production, but we use our sandbox for training courses, so it would be ideal to have our key macros in sandbox for training purposes.  We just don't have time to maintain them manually in both.

Edited Oct 24, 2024 · Jamie Noell

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Jamie Noell commented,

CommentTicket automation and collaboration

Similar to Jasmine's question, can you at least advise if this feature will be in the core product or require the Advanced AI (or other) add-on?

View comment · Posted Oct 09, 2024 · Jamie Noell

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Jamie Noell commented,

Community comment Feedback - Admin Center

Our request conversations can be quite lengthy as it is.  The MCE format has helped a lot in showing the boundaries of comments with the new colors, but the one remaining issue is when simplified email threading does not work for certain clients' email.

PLEASE :) prioritize fixing this to help us make our agents happy and enable them to respond to our clients more efficiently.

View comment · Posted Jul 16, 2024 · Jamie Noell

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Jamie Noell commented,

Community commentZendesk Support Beta - Modernized Conversational Experience
like Jamie Noell reacted to your message:

View comment · Posted Jul 12, 2024 · Jamie Noell

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Jamie Noell created a post,

PostZendesk Support Beta - Modernized Conversational Experience

We have a lot of team-to-team tickets, so with MCE, all comments are from agents and hence, have a gray background.  It would be nice if the agent requester's comments were green to differentiate the resolver comments from the requester comments.

Posted Jul 12, 2024 · Jamie Noell

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