Recent searches


No recent searches

Salokya Mathur's Avatar

Salokya Mathur

Joined Aug 27, 2023

·

Last activity Oct 28, 2024

Following

0

Followers

0

Total activity

15

Votes

0

Subscriptions

8

ACTIVITY OVERVIEW

Latest activity by Salokya Mathur

Salokya Mathur commented,

CommentHow to create and update reports

Hello Everyone,

 

I also want to create reports for side conversations. However my use case is different,

 

1. I want to calculate SLA when a ticket TAT is failed on side conversations with the fields like, request time and response time on each conversation

 

2. I want an escalation report when the tat is failed and a new side conversation happened with a new email. I want request time and escalate time for this.

 

3. Also I want a TAT report.

 

Just wanted to know if this is possible via triggers and custom objects.

View comment · Posted Jan 11, 2024 · Salokya Mathur

0

Followers

0

Votes

0

Comments


Salokya Mathur commented,

Community comment Feedback - Ticketing system (Support)

Hi,

If I create a child ticket in the side conversation, then the data into that would only be visible to the internal agents and this cannot be shared with external users via email. Moreover, I need to know if the SLA report will cover the time when I have replied to the email and when I am getting the response over the side conversation.

The same needed in the escalation report where I need all the data. Please let me know how this can be done.

Thanks,
Salokya

View comment · Posted Jan 11, 2024 · Salokya Mathur

0

Followers

0

Votes

0

Comments


Salokya Mathur commented,

CommentCustom data

Why I can't I directly patch a custom object via external id (custom object key), Why I need to pass record id. This is a general feature of all Custom Object which works everywhere. Why there are double standers with Delete and Patch. You can delete a record using external id (custom object key) but not update ?

Why half-cooked functionalities gets released in Zendesk ?     

View comment · Posted Dec 18, 2023 · Salokya Mathur

0

Followers

0

Votes

0

Comments


Salokya Mathur commented,

CommentHow to get help with the sales CRM

Can't I create Token via API ? for any user? 

View comment · Posted Oct 22, 2023 · Salokya Mathur

0

Followers

0

Votes

0

Comments


Salokya Mathur commented,

CommentTicket management

I am working on a client requirement where they don't want their agent to close ticket in bulk, Is there any way to hide the bulk edit option ?

View comment · Posted Oct 05, 2023 · Salokya Mathur

0

Followers

0

Votes

0

Comments


Salokya Mathur commented,

Community comment Feedback - Ticketing system (Support)

Any Update on this ?

Can't we hide side conversation.

View comment · Posted Sep 27, 2023 · Salokya Mathur

0

Followers

0

Votes

0

Comments


Salokya Mathur commented,

CommentTicket basics

HI, We are working on very complex requirement where every task is custom. Now we need to provide ticket resolution via custom application which we have done but we want to hide the standard Submit as button from the Agent View. Is this even possible in Zendesk Ecosystem ?? 

View comment · Posted Aug 27, 2023 · Salokya Mathur

0

Followers

0

Votes

0

Comments