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Andy Seaman

Joined Jun 20, 2022

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Last activity Mar 19, 2024

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ACTIVITY OVERVIEW

Latest activity by Andy Seaman

Andy Seaman commented,

Community comment Feedback - Ticketing system (Support)

Totally agree Eric! There are way too many limitations with this release

View comment · Posted Mar 19, 2024 · Andy Seaman

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Andy Seaman commented,

Community comment Feedback - Ticketing system (Support)

Andrew Kenny, ahh that sucks! that's that one out the window. :( Perhaps a custom status for now that lives in the On-hold group named 'Completed'

View comment · Posted Jul 06, 2023 · Andy Seaman

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Andy Seaman commented,

Community comment Feedback - Ticketing system (Support)

Ouch Bryan that sounds like a painful way to manage the tickets! As a possible solution to you setting tickets as Pending, have you thought about just removing the automation that closes tickets after a set period of time? Not sure if removing this will have an impact on performance. Nor can I be sure if you remove this automation, whether the system will auto close them at some point anyway.

We have exactly the same problem as did my last 2 employers who used Zendesk. If you have an engineering team to hand, you could ask them to bulk delete tickets using an API. This thread seems to talk about this solution too, though I am not sure how useful this is.

That said, I 100% agree this needs to be a Zendesk native feature for business of all scales to remain compliant.

 

View comment · Edited Jul 05, 2023 · Andy Seaman

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Andy Seaman commented,

CommentTriggers and automations

Amazing! Thanks Walter.

A couple of edits from my last post.

I realised that if you use "author_id", it adds a message to the external email that says "This comment was submitted by [uses Webhook credentials] on behalf of the author".

If you do not want this string to appear in the outgoing message, you can change "author_id" to "submitter_id".

I have also since found out that if your trigger also closes the ticket, you can create a second 'notify active webhook' action to set the ticket to closed in the same action.

View comment · Posted Jun 28, 2023 · Andy Seaman

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Andy Seaman commented,

CommentTriggers and automations

Hey all,

Not sure if this answers your questions but with some help with a hybrid of this article and a few others, i was able to work out how to add a public and internal note via a trigger/automation. 

Use case for auto Public reply: 

If like most businesses, you have a SARS request, you may need to present a snapshot of all communications between the business and the requester. The problem with the native 'Email user' features in a trigger and automation, is your email content does not appear in the ticket trail. This can cause no end of trouble...believe me! Not only that, never under estimate how valuable it is for your agents to see what auto emails were sent.

Use case for auto Internal Note:

You may want to notify your agent to action a specific task or read a specific article before responding to a ticket. This could be "Before responding to this complaint email, please check our complaints procedure here"

Here is how:

  1. Create an API Key in the admin centre under 'Apps and Integrations', then 'Zendesk API'. Name it want you like and be sure to take a copy of the key.
  2. Create a webhook in the admin centre under 'Apps and Integrations', then 'Webhooks'
  3. Create a new trigger in the admin centre under 'Objects and rule' then 'Triggers' and in the actions of the trigger, select 'Notify active webhook, and select your newly created webhookNotes:
  • By stating "public": true, this will add your comment to a ticket as a public reply and your requester WILL get the email.
  • Changing it to "public": false, will add your comment to the ticket as an internal note
  • I would recommend using Dynamic Content placeholders in the the text. This is because i couldn't format spacing and text formats. That said, this feature does not support HMTL. It only supports plain text and markdown
  • This feature works in automations too!
  • Make sure you add the correct submitter ID. This will be whatever you want the message to appear from. You can use the assignee placeholder or in our case, we used a generic user we created specifically for these actions. In this case we used the user ID
  • Be sure to add an exclusion tag to stop this trigger / automation from looping.
  • If your trigger sets the ticket to closed, you will need to isolate this action from the trigger and create a secondary trigger to close the ticket. (I learnt this the hard way)

Anyway, hope this helps and good luck! This was a gamechanger for us so I hope this helps anyone else reading it :) 

View comment · Edited Jun 27, 2023 · Andy Seaman

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Andy Seaman commented,

Community comment Feedback - Ticketing system (Support)

Brett Bowser, As an international org, we would naturally have a number of email address in our end user list with accented characters. Is there a solution? by changing the character from ø to O, will the email get there? This is a huge concern for us and not the first time we have seen this. 

View comment · Edited Jun 14, 2023 · Andy Seaman

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Andy Seaman commented,

CommentTeam members and groups

Hey, 

Is there any update on the agent status reports. I know it mentioned further up the thread, but there is no update.

View comment · Posted Apr 18, 2023 · Andy Seaman

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Andy Seaman commented,

Community comment Feedback - Ticketing system (Support)

I agree with the comments above. I have spent many hours having to manually create tickets off the back of an error'd merge and this process is tiresome. A solution to undo would be a great one to explore too.

I also agree, we would only be able to see tickets from the same requester, not outside. Or at least a prompt to say you are about to merge 2 requester tickets together.

View comment · Posted Feb 27, 2023 · Andy Seaman

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Andy Seaman commented,

CommentTicket editor, assignee, and requestor

I would understand if a copy of the deleted/edited note had to stay in the events though. That would make sense from an audit perspective. But the ability to remove it from the comment string is a big deal for sure.

View comment · Posted Feb 27, 2023 · Andy Seaman

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Andy Seaman commented,

Community comment Feedback - Reporting and analytics (Explore)

Thanks Gab for the update. So if we moved to reporting on a date a custom field was updated, this seems to work. However, explore doesn't recognise that custom attribute as a date and therefore we are not able to filter tickets like we would a ticket created date. For example, custom field updated last month is not an option. You have to select each date one by one. That's unless I am missing something?

View comment · Posted Feb 17, 2023 · Andy Seaman

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