Rafael Santos

1. Zendesk updates
2. Announcements
3. Announcing idle timeout for unified agent statuses

This is a gamechanger! Automatic Idle was a BIG requirement for us to move into the new Omnichannel routing. Looking forward to having an API Endpoint for Agent Statuses/Availabilities and enhanced...

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• Rafael Santos
• Created January 19, 2023 14:16
• 2 votes

1. Zendesk updates
2. Developer updates
3. Apps Support API: Custom Ticket Statuses

+1 to what Alan Byrne has flagged. I also get errors for the following calls: zafClient.get('ticket.statusCategory'); zafClient.get('ticket.customStatus'); And when calling zafClient.get('ticke...

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• Rafael Santos
• Created December 22, 2022 13:37
• 0 votes

1. Community
2. Zendesk APIs
3. Applying macros in the create ticket POST request?

M Ibrahim Hayat Your ticket elements should be inside the ticket object, not the comment.Something like the following: {  "ticket": {    "subject": "Request: This is test",    "comment": {     "bo...

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• Rafael Santos
• Created November 18, 2022 11:50
• 0 votes

1. Zendesk updates
2. Announcements
3. Zendesk User Groups Have Launched!

CJ Johnson should be https://usergroups.zendesk.com/chapters/

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• Rafael Santos
• Created November 09, 2022 19:22
• 0 votes

1. Community
2. Feedback - Help Center (Guide)
3. Ability to have shareable link available without login

Katarzyna Karpinska, this is already the case with Answer Bot suggested articles, in which the link includes an access token within the URL Parameters. It would be great to be able to generate thos...

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• Rafael Santos
• Created October 20, 2022 13:18
• 0 votes

1. Community
2. Zendesk SDKs
3. After implement Zendesk library got ERROR At run time

Hey Chirag Prajapat, Wrong topic, it would be better to ask this on the Community topic Zendesk SDKs  Additionally, it'll make it easier if you could share more information as described in Getting ...

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• Rafael Santos
• Created October 20, 2022 12:10
• 0 votes

1. Community
2. Feedback - Ticketing System (Support)
3. Announcing Macros keyboard shortcut - We need your feedback :)

Amisha Sharma Cool shortcut! In this line, which other keyboard shortcuts is your team planning to add to the agent interface? It would be most interesting to have shortcuts to the "Take me" action...

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• Rafael Santos
• Created October 17, 2022 17:29
• 0 votes

1. Agent guide
2. Ticket automation and collaboration
3. Activating and deactivating macros keyboard shortcuts

Hi Colleen Hall, Amisha Sharma, could you please clarify whether the requirement is omnichannel routing or just Agent Workspace? From this article: From the announcement post:

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• Rafael Santos
• Created October 17, 2022 17:25
• 1 vote

1. Objects and rules
2. ...
3. Workflows
4. Using skills-based routing

Hi Barry Neary, it would be interesting to have to options to flag skills as "must have" and "optional" so that we could determine those which must matched in order to assign, while having others t...

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• Rafael Santos
• Created October 17, 2022 12:51
• 1 vote

1. Support
2. ...
3. Tickets
4. Sharing tickets with other Support accounts

This link seems to be broken: Can I rename an account where a ticket sharing agreement is setup.

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• Rafael Santos
• Created August 23, 2022 16:50
• 0 votes