Oliver Tietze
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Activity overview
Latest activity by Oliver Tietze-
Oliver Tietze created a post,
Use "# of Agent Replies" (or other metrics) in views
AnsweredI found out that the # of Replies is a condition ONLY possible in triggers. No Automations, no views. How could I make use of that fact, basically showing how many replies a ticket already had (in ...
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Oliver Tietze commented,
Zendesk, are you serious? You exclude specific Agent configurations from the Admin view, so there is no chance to change the Tagline for one or more Agents as an Admin? If the Signature can be chan...
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Oliver Tietze created a post,
Triggers for Side Conversations Content
We're gladly using Side Conversations, but we're missing a condition firing on the content of the side conversations. As many of our third parties (B2B) use automated systems, we often receive an a...
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Oliver Tietze commented,
Phillip Maxwell you could do it like that: 1. Produce a Hold Music including all wanted messages Option A: Welcome Message, Music, Messages, alltogether at least 2-3 minutes long (or whatever your...
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Oliver Tietze commented,
Sounds like we want regex matching. This would be the most flexible. I'd give my +1 ;) Oliver
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Oliver Tietze commented,
We're gladly using Side Conversations, but we're missing a condition firing on the content of the side conversations. As many of our third parties (B2B) use automated systems, we often receive an a...
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Oliver Tietze commented,
Jordan, I don't get what your system is supposed to do, because how would you identify "this ticket belongs to a user who has another ticket"? Ticket-to-ticket interaction is, as far as I know, not...
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Oliver Tietze commented,
Pedro Reis when a ticket is merged, the tag 'closed_by_merge' is added automatically. You could try setting your trigger on 'Ticket Updated' and 'Tags contain: closed_by_merge'. Sadly, the custom f...
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Oliver Tietze commented,
Only Triggers control what's sent to whom. You could modify the 'Notify Requester about Ticket Update' (or similar) Trigger to NOT fire when a specific string/phrase is present in the comment. That...
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Oliver Tietze commented,
+1 ... really Zendesk.. there are so many good reasons to allow documenting a "hidden" notification visibly in the ticket... Why do you ignore these 83 requests? Regards Oliver