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Morris Coyle

Joined Oct 25, 2021

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Last activity Dec 28, 2023

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ACTIVITY OVERVIEW

Latest activity by Morris Coyle

Morris Coyle created a post,

Post Q&A - Help center and community

Is there a way that I can add an element to a Guide page which would show all open tickets for whoever is viewing the page.

 

The page I have been asked to work on contains elements such as texts, links and images and the final ask is the above.

Posted Jul 20, 2022 · Morris Coyle

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Morris Coyle commented,

Community comment Q&A - Tickets and email

Hi Anastasia Kachanova

Did you ever find a solution for this? I have the exact same requirement.

Thanks,

Moz

View comment · Posted Jul 11, 2022 · Morris Coyle

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Morris Coyle commented,

CommentTicket basics

Is there a way to identify (ideally in a report) that shows me tickets that were solved but are now open. We have a number of tickets that get solved were customers reply "thank you" or similar which re-opens them.  I have no idea how many of these tickets we have in our queue but it would be good to identify any that have moved from Solved back to Open again.

View comment · Posted May 18, 2022 · Morris Coyle

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Morris Coyle commented,

Community comment Q&A - Apps and integrations

Thought that might be the case Nara; thank you for the update.

View comment · Posted May 16, 2022 · Morris Coyle

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Morris Coyle commented,

Community comment Q&A - Apps and integrations

Hi CJ,

Using the prebuilt Slack integration but have also looked at Slack's workflow builder forms and Zapier.  I found too many limitations with the Slack forms which is why I wanted to try and use the form I already have in Zendesk.

View comment · Posted Apr 28, 2022 · Morris Coyle

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Morris Coyle created a post,

Post Q&A - Apps and integrations

Hi All

Wondering if there is a way in which i can set up the Slack integration in a particular channel to use a specific Zendesk form rather than than standard one that appears with the the /create_ticket command?

Posted Apr 28, 2022 · Morris Coyle

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Morris Coyle commented,

CommentCustomer management and profiles

Is there an easy way of creating Ticket views based on a Customer List?

View comment · Posted Mar 30, 2022 · Morris Coyle

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Morris Coyle commented,

Community comment Q&A - Tickets and email

Thanks Graeme,

My thoughts exactly.  I've been asked to tackle the issue and my initial thought was why have we created an Escalation form that just creates another ticket?  I initially thought this form was out of the box but turns out it wasn't.

Time to re-built the process i think.

View comment · Posted Mar 22, 2022 · Morris Coyle

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Morris Coyle created a post,

Post Q&A - Tickets and email

Hi All,

 

Rather than a new ticket being created when users Escalate a ticket using the Escalation Form is there a way to update the existing ticket by adding comments, assigning to a new group etc?

Morris

Posted Mar 21, 2022 · Morris Coyle

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Morris Coyle commented,

Community comment Developer - Zendesk APIs

If this is ever of use to anyone else I have solved my issue with help from Stack Overflow; updated script is below:

 

function updateManyUsers() {
varsheet = SpreadsheetApp.getActiveSpreadsheet().getSheetByName('Sheet1');
var [headers, ...rows] = sheet.getDataRange().getDisplayValues();
Logger.log([headers,rows]);
varusers = rows.map(r => {
vartemp = {};
headers.forEach((h, j) => {
if (r[j] != "") temp[h] = r[j];
});
returntemp;
});
varuser = 'morris.coyle@retacted/token';
varpwd = 'redacted';
varoptions = {
'method': 'PUT',
'headers': {
'Authorization': "Basic " + Utilities.base64Encode(user + ':' + pwd)
},
'payload': JSON.stringify({ users }),
'contentType': 'application/json',
'muteHttpExceptions': true
};
varresponse = UrlFetchApp.fetch(url, options);
Logger.log(response.getContentText());
}

View comment · Posted Mar 09, 2022 · Morris Coyle

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