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Chris McConnell

Joined Mar 15, 2024

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Last activity Mar 15, 2024

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Latest activity by Chris McConnell

Chris McConnell commented,

CommentSlack integration

The following is from a Zendesk Support Ticket (#12391093) that I opened with your support team. I was told to upvote this issue on this page and add my use case here. The following information was typed by the Zendesk support agent Tony Rodriguez. I just want to make sure this issue does not go overlooked & unresolved. I was told that this issue is being worked on by the product team but I want to ensure we receive an update when it is actually resolved. 

  • We shared your screen and you were able to show me that your ticket creation shortcut, which allowed your end users to highlight text and then use a shortcut to paste that text into your ticket form was throwing an error
  • Previously that function would bring up a form with the highlighted text already part of the ticket form and then ultimately you could submit a ticket into Zendesk using this function
  • You also pointed out that previously it seemed this was a singluar shortcut, but now if you start typing out the /shortcut you actually get two choices, instead of one
  • We posited that the inoperable function was the one that had always been used, and the new function if typed out was the working function
  • You additionally pointed out that even this new/working / function did not autocomplete when typed out, but instead only placed /zendesk instead of /zendes create_ticket as previously used, requiring your end users to then type the rest
  • When the entire / shortcut described above is typed the ticket form does pop up, however this does not allow for the previously-mentioned highlighted text function either

I promised to write this re-cap and to additionally do some digging to see if this is a known issue or broader known incident

View comment · Edited Mar 15, 2024 · Chris McConnell

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