Eitan Blumin
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Activity overview
Latest activity by Eitan Blumin-
Eitan Blumin commented,
Are there any plans to add SLA-related placeholders? hours_till_next_sla_breach , hours_since_sla_breach , etc.? We'd like to use such placeholders when notifying agents about impending SLA breache...
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Eitan Blumin created a post,
Notifications about Talk account (or other) being suspended
Today we found out that our Talk account was suspended (for a currently unknown reason). Zendesk have re-activated it after I placed a phone call with their support. The real problem is that we did...
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Eitan Blumin created a post,
Proper SLA methodology with Incidents & Problems?
Hi, I would like to ask how should we combine our usage of Incidents & Problems, with our SLA policies? Let's say, for example, that we have SLA set up with a certain maximum time between replies.W...
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Eitan Blumin commented,
Hi, I would like to ask how should we combine our usage of Incidents & Problems, with our SLA policies? Let's say, for example, that we have SLA set up with a certain maximum time between replies.W...
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Eitan Blumin commented,
Hi, I have a question about this type of solution... Is there a way for us to send an e-mail notification to a dynamic recipient address? Let's say, using placeholders? The solution described here ...
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Eitan Blumin commented,
Adding to Charles Wood, we also need the "via" placeholder for the latest update, to distinguish between API updates and other updates. There's "Updated Via" in the triggers, and there's "via" in t...
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Eitan Blumin commented,
I eventually managed to implement this on my own (more or less) after I learned some Liquid Markup basics and realized that it's case and language sensitive... I came up with the following JSON pay...
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Eitan Blumin created a post,
How to dynamically customize Slack notifications based on Ticket Status or Priority
Hello, I was trying to use the new Slack integration for notifications, but found it lacking in customizability. For example, it's impossible to change the trigger created by the app, and impossibl...
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Eitan Blumin commented,
I agree with all that was said above. I must disagree with Nicole, though, about sharing this feedback in a "Slack-related thread" because this feature request is NOT Slack related, as I see it. Pa...
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Eitan Blumin commented,
We have a need for using templates outside the KC app as well. We plan on having several articles with the same structure, not based on existing tickets. One of those article types is what Zendesk ...