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Glen Schneider

Joined Jul 07, 2022

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Last activity Dec 29, 2023

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ACTIVITY OVERVIEW

Latest activity by Glen Schneider

Glen Schneider commented,

CommentRouting

Silly question but how can you just solve a ticket in guided mode without adding a reply? 

We get tickets sometimes that just contain an attachment and we don't need to reply. 

View comment · Posted Nov 09, 2023 · Glen Schneider

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Glen Schneider commented,

CommentTicket management

Do we have to wait for this to be turned on? I am on Enterprise and I am still only getting 12/8 views?

View comment · Posted Oct 02, 2023 · Glen Schneider

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Glen Schneider commented,

Community comment Q&A - Objects, workspaces, and rules

Hi Dave,

Thank you for the reply.

I found we have an inactive trigger which adds it from a macro see the screenshot. We also have an automation that runs to remove the don't self-assign tag.





Seems like overkill just to stop tickets ending up in the middle of nowhere. 

Any ideas on how to make this better?

View comment · Edited May 03, 2023 · Glen Schneider

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Glen Schneider created a post,

Post Q&A - Objects, workspaces, and rules

Hi, 

We have a trigger set up in our system to stop tickets from becoming unassigned in our system as this could lead to a poor customer experience. The trigger is attached. 

This trigger annoys my agents a lot though as if they respond to a ticket and they set the assignee to another group then the ticket will assign to them when they submit it and then they can assign to another group. In effect it takes two actions to do something that should take one. 

Does anyone know a way around this issue?

Thankyou

Edited May 02, 2023 · Glen Schneider

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Glen Schneider commented,

Community comment Q&A - Apps and integrations

I recently installed the Jira plugin. 

I would do this via Jira in their Add-ons section as it does all the set up for you and makes things a lot faster.

Once done you can then configure workflows. You need to be a Zendesk Admin and a Jira Admin to make it work though. 

View comment · Posted May 02, 2023 · Glen Schneider

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Glen Schneider commented,

CommentTicket automation and collaboration

Hi Anne,

Thanks for the speedy reply. 

Pretty confident we already have a button to include the form detail when creating a side conversation.

I think my request is probably more of a feature request to be able to set priority when creating in the little box that appears when you click the + button. Would make life easier.

All the best

View comment · Edited Mar 22, 2023 · Glen Schneider

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Glen Schneider commented,

CommentTicket automation and collaboration

Hi, 

Is there a way to set the priority of a side conversation when creating one? 

We often have an Urgent ticket which might need another team but when we create a side conversation for them it defaults to Priority Normal by one of our triggers. We then have to do into the side conversation child ticket to manually upgrade it to Urgent. This is quite annoying and a bit of an annoyance for agents. 

Thank you 

View comment · Posted Mar 21, 2023 · Glen Schneider

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Glen Schneider commented,

Community comment Q&A - Reporting and analytics

Hi Dave, 

Thank you for the reply. 

The ticket is created into an earlier team that might go through 5 different values for the enquiry status before its moved to this team. 

But this team might take weeks to resolve the issue before it is moved to the next team. The tickets are used like a workflow and are not separated for each group. 

The team want to know how many tickets got moved to their group per day. Creation wouldn't be useful for this use case, any ideas?

Thank you 

View comment · Edited Nov 01, 2022 · Glen Schneider

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Glen Schneider created a post,

Post Q&A - Reporting and analytics

Hi, 

I need to create a report showing when a ticket has changed a value in a custom field from any other value to a specific value.

I.e Ticket 12345678
Enquiry status = Sales enquiry or Lost contact 
The value then changes to 
Enquiry status = Sales active 

I need to build a report that shows for the last 14 days how many tickets moved to 'Sales active' from any other value.

The team want to know I.e:
Monday: 25 tickets moved to Sales active
Tuesday: 26
Wednesday: 30
Etc... 

I've tried several ways to do it and I can't seem to figure it out

Thank you very much in advance for any help given

Posted Oct 31, 2022 · Glen Schneider

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Glen Schneider commented,

Community comment Feedback - Ticketing system (Support)

Thanks Dane, I have mine set up now :) 

View comment · Posted Oct 10, 2022 · Glen Schneider

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