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Federica Sapienza's Avatar

Federica Sapienza

Joined Jun 22, 2022

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Last activity Jul 27, 2022

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Latest activity by Federica Sapienza

Federica Sapienza commented,

CommentTicket customization

Hi,

 

in case of values in different languages (e.g. {{dc.request_type_option_36}}), what will the value for the custom field be?

 

Thanks

View comment · Posted Jul 27, 2022 · Federica Sapienza

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Federica Sapienza commented,

CommentTicket customization

Hi,

is there a way to remove the label (optional) from a field?

View comment · Posted Jul 27, 2022 · Federica Sapienza

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Federica Sapienza commented,

CommentJira integration

Hi @...,

 

We are seeing this assignment in Zendesk Ticket.

It goes like this: we receive a ticket on zendesk and assign it to agent A. The Jira ticket is then created through Zendesk. Once it changes status on Jira, a comment on the Zendesk ticket is created and it seems to be created from agent B (even if the creation is automatic and agent B is not involved in any operation related to that ticket, neither on jira nor zendesk). After the creation of the comment, the Zendesk ticket is re-assigned automatically to agent B.

Hope I was clear enough,

thank you!

View comment · Posted Jun 23, 2022 · Federica Sapienza

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Federica Sapienza commented,

CommentJira integration

Hi,

we are having some issues with this automation. When the automation starts, the Zendesk ticket is associated to one of our agent even if the ticket was not originally assigned to her.

How could it be possible?

Thank you,

Federica

View comment · Posted Jun 22, 2022 · Federica Sapienza

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