Dylan Tragjasi

Total activity 62
Last activity January 28, 2020 22:53
Member since August 21, 2018 23:56

Following 0 users
Followed by 0 users
Votes 22
Subscriptions 26

Activity overview

Latest activity by Dylan Tragjasi

Dylan Tragjasi created an article, January 12, 2020 23:15
Can agents see which option a caller has selected in the IVR menu?
Question Can agents see which option a caller has selected in the IVR menu? Answer When an incoming call is presented to an agent, they are able to see the group that the call has been routed to b...
- Dylan Tragjasi
- Edited January 14, 2020 10:18
- 1 follower
- 0 comments
- 0 votes
Dylan Tragjasi created an article, January 01, 2020 23:42
What happens to calls outside of scheduled business hours?
Question What happens to calls outside of scheduled business hours? Answer Calls that come in outside of your scheduled business hours behave differently depending on how you have configured your ...
- Dylan Tragjasi
- Edited January 15, 2020 13:47
- 4 followers
- 4 comments
- 0 votes
Dylan Tragjasi created an article, October 28, 2019 23:01
Can I add a hyperlink to images in macros?
Question Can I add a hyperlink to images in macros? Answer Yes. You can add hyperlinks to images in macros if you have rich content enabled. To do this, drag and drop an image into the rich conte...
- Dylan Tragjasi
- Edited October 28, 2019 23:02
- 2 followers
- 0 comments
- 0 votes
Dylan Tragjasi commented, September 03, 2019 00:00
Hey Chinmay, I'm going to take this into a ticket and email you directly to help troubleshoot any issues you're currently having uploading files to then use as attachments. Look out for an email f...
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- Dylan Tragjasi
- Created September 03, 2019 00:00
- 0 votes
Dylan Tragjasi commented, September 02, 2019 23:51
Hi Alex At this stage, it's not currently possible to put together a report that shows the time at which a given ticket first breached its assigned SLA policy.This is something we're looking to imp...
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- Dylan Tragjasi
- Created September 02, 2019 23:51
- 0 votes
Dylan Tragjasi commented, September 02, 2019 06:10
Hi Chinmay, It is currently only possible to include attachments to tickets via the API by first uploading the required attachment using the Uploading files API. Once uploaded, you can use the resu...
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- Dylan Tragjasi
- Edited September 02, 2019 06:10
- 0 votes
Dylan Tragjasi commented, July 15, 2019 01:53
Hi Lohith, In order to utilize the equivalent attributes to Date (Event), Month (Event), etc. within Explore, you'll need to make sure you're creating a query based on the Ticket Updates dataset.Yo...
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- Dylan Tragjasi
- Created July 15, 2019 01:53
- 0 votes
Dylan Tragjasi commented, July 10, 2019 22:30
Hi Sam, Thank you for posting this - we thought it was such a great idea that we went ahead and created an Explore recipe that covers this very request.You can check it out here - Hope this proves ...
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- Dylan Tragjasi
- Edited July 10, 2019 22:39
- 1 vote
Dylan Tragjasi commented, July 10, 2019 01:15
Hey there Gareth, There's no way to bypass the default Priority fields when using SLA's in Zendesk, so instead, I'd recommend using a combination of both the default Priority field and also your ne...
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- Dylan Tragjasi
- Created July 10, 2019 01:15
- 0 votes
Dylan Tragjasi commented, July 08, 2019 01:01
Hi Ola,I'm going to take this into a ticket so we can investigate this matter further for you. I'll be in contact via email very shortly!
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- Dylan Tragjasi
- Created July 08, 2019 01:01
- 0 votes