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Jake Warren

Joined Jul 05, 2022

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Last activity Dec 30, 2024

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ACTIVITY OVERVIEW

Latest activity by Jake Warren

Jake Warren created a post,

Post Q&A - Tickets and email

Is there a place where this information is stored? I put in a ticket weeks ago at this point and nobody is providing a response with the requested information.

Posted Dec 30, 2024 · Jake Warren

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Jake Warren created a post,

Post Q&A - Tickets and email

Does anyone have recommendations for how to set up some type of 24/7 Coverage without having actual staff online and working around the clock? I was thinking some type of exclusive phone number that can be used to page on-call support staff based on rotations that we establish, but wasn't sure if this is available via native Zendesk Support functionality, or if I'll need to explore some type of app/integration purchase. 

Posted Oct 23, 2024 · Jake Warren

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Jake Warren commented,

CommentMeasuring success

Luke Aleo  - Yeah so last screenshot that shows what actions to take, you'll want to change the Notify by > User email opttion to just be Ticket > (requester) and not Ticket > (requester and CCs). This will ensure it's only sent to the requester of the ticket and nobody else that's CC'd.

View comment · Posted Jul 14, 2024 · Jake Warren

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Jake Warren commented,

CommentMeasuring success

Luke Aleo - Can you provide a screenshot of the trigger that is emailing the survey?

View comment · Posted Jul 12, 2024 · Jake Warren

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Jake Warren commented,

Community comment Feedback - Reporting and analytics (Explore)

+1 For this, we use problem/incident relationship to organize product bugs and enhancements where we have 1 problem ticket under our internal org, and then link client incident tickets to that problem ticket. Without this, it makes reporting and organizing these tickets very difficult.

View comment · Posted Jul 12, 2024 · Jake Warren

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Jake Warren commented,

CommentMeasuring success

Luke Aleo - If you go into the Admin Center > Objects and Rules > Business Rules > Automation, do you have an automation for sending your surveys? This is where we have ours set up and under the “perform these actions” section is where we specify to notify the end user, and we have just “requester” selected, and not “Requester and CCs”.

 

View comment · Posted Jul 11, 2024 · Jake Warren

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Jake Warren created a post,

Post Q&A - Tickets and email

Has anyone found a good way to organize these tickets that are linked together? The way we operate is for every product bug or product enhancement we have 1 problem ticket that is under our internal org, and then we link all client tickets to that problem ticket (as they are incident tickets). I would like an easy view or report that allows us to quickly scroll through, per product (which is specified in a field on the tickets) what problem tickets we have out there, what the subject is of the problem ticket, and how many client tickets are linked to them. 

 

I followed this article, which starts to get me where I need but I don't know how to group by product or surface problem ticket subject on it - https://support.zendesk.com/hc/en-us/articles/4408833663514-Explore-recipe-Top-problem-tickets-by-unsolved-incidents?page=1#

Posted Jul 11, 2024 · Jake Warren

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Jake Warren commented,

CommentExplore recipes

Is there a way to pull in Problem ticket subject onto this so we can see what  the ticket is about without drilling in? Also, is there a way to group the results by a ticket field, such as product?

View comment · Posted Jul 11, 2024 · Jake Warren

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Jake Warren created a post,

Post Q&A - Tickets and email

So today I am able to auto-cc client users on tickets when tickets are created for the org that they are associated to. I do this by using a web hook in a trigger to add them as CCs. The logic is very straight forward:

  • Ticket is created
  • Org is ClientOrgName

The problem is we have some orgs that have multiple products and the user base for each are completely different. So I have one set of people I would want to auto cc for tickets on product A, and a different set for tickets on product B. We do have a product field, but it would only be set if the users created the ticket from our help center. A lot of our tickets come from email, and we use the same email across all products (same group of agents work on product A and product B), so the system doesn't know how to set that field when coming in through email.

 

Does anyone have any ideas on how to accomplish this?

Posted Jul 11, 2024 · Jake Warren

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Jake Warren commented,

Community comment Feedback - Ticketing system (Support)

Paul Biagio - Unfortunately, yes, and that's definitely a draw back

View comment · Posted Jun 19, 2024 · Jake Warren

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