Thomas de Silva

1. Community
2. Talk - Troubleshooting and Q&A
3. Has the "Missed Calls" handling changed?

Hi Wolf Hilbl   Can you please tell me if you have callback or voicemail enabled? If a customer hangs up the call is not categorized as "missed".   #helpsome regards,Thomas de SilvaZendesk Consulta...

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• Thomas de Silva
• Created January 20, 2020 06:05
• 0 votes

1. Cross Product
2. ...
3. Using Built by Zendesk apps
4. Installing and using the Ticket Field Manager app

Tiffany Green   But "Status" is mentioned in this list   Some available ticket fields include the following:  requester assignee collaborator sharedWith status ticket_form_id (the ticket form drop...

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• Thomas de Silva
• Created January 18, 2020 16:12
• 0 votes

1. Community
2. Talk - Troubleshooting and Q&A
3. Has the "Missed Calls" handling changed?

Hi Wolf Hilbl   Can you please check if "Create ticket for abandoned calls?" is still enabled for all your numbers?   #helpsome regards,Thomas de SilvaZendesk Consultant @ helphouse.io

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• Thomas de Silva
• Created January 17, 2020 10:27
• 0 votes

1. Community
2. Support - Business Rules - Triggers, Macros, & Automations
3. Solved Tickets Approval

Hi Opeyemi Alonge   Can you describe the workflow a bit more detailed? E.g. What should happen when agent solved for approval. Do you need to send communication to end-user or can the message to en...

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• Thomas de Silva
• Created January 15, 2020 07:45
• 0 votes

1. Cross Product
2. ...
3. Using Built by Zendesk apps
4. Installing and using the Ticket Field Manager app

Hi Chris Fellows.   Is it actually possible to hide status fields and what would the correct JSON syntax be?  I tested hiding the "Submit at solved" with but it doesn't work. [{"name": "status", "v...

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• Thomas de Silva
• Created January 15, 2020 07:42
• 0 votes

1. Community
2. Support - Troubleshooting and Q&A
3. Trigger to set drop down field value based on value in numeric field

Hi JoAnne Wells. It is not possible to check for the value in a numeric field in Triggers.   What you could do is to replace the numeric field with a dropdown field containing the required number r...

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• Thomas de Silva
• Created January 15, 2020 07:27
• 1 vote

1. Community
2. Support - Troubleshooting and Q&A
3. Is there a way to display tickets with the same requests from the same users?

Hi Maksim Ugolnikov.   Please take a look at these 2 apps: User Data Show Related Tickets   #helpsome regards,Thomas de SilvaZendesk Consultant @ helphouse.io

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• Thomas de Silva
• Created January 15, 2020 07:13
• 1 vote

1. Community
2. Support - Troubleshooting and Q&A
3. Autoresponder Trigger Not Being Recorded in the conversation!?

Hi Shane Smith   Yes either Zendesk Professional Services or one of the Zendesk Implementation Partners.   Please let me know if you need anything else. #helpsome regards,Thomas de SilvaZendesk Con...

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• Thomas de Silva
• Edited January 13, 2020 10:17
• 0 votes

1. Community
2. Support - Troubleshooting and Q&A
3. Autoresponder Trigger Not Being Recorded in the conversation!?

Hi Shane Smith and Kyle Davis It is actually possible. First, you have to set up an API key. Then create an HTTP target that "PUT" "JSON" into the following endpoint: https://yoursubdomain.zendesk....

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• Thomas de Silva
• Edited January 13, 2020 10:10
• 0 votes

1. Community
2. Support - Business Rules - Triggers, Macros, & Automations
3. Auto Assignment depending on Agent Shift

Hi Shashank Agrawal.   Please take a look at the Round Robin app, I think it would do the trick. #helpsome regards,Thomas de SilvaZendesk Consultant @ helphouse.io

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• Thomas de Silva
• Created January 13, 2020 06:30
• 0 votes