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Ashok Gangwar

Joined Feb 07, 2023

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Last activity Nov 07, 2024

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Latest activity by Ashok Gangwar

Ashok Gangwar commented,

Community comment Feedback - Ticketing system (Support)

@... It’s common to revive threads in an organization. Here’s an example scenario:

An agent received a ticket regarding an HTTP 401 error. They initiated a Slack side conversation from Zendesk (ZD), and after some discussion, the issue was resolved, and the ticket was marked as solved (closed after ZD’s retention period).

Now, 2–3 months later, another agent encounters a similar issue from a customer. They find the previous thread on Slack and choose to comment on it to revive the conversation. This can be useful as it connects to a historical discussion, and organization-wide, this practice may be encouraged.

However, if the agent revives the old Slack thread, ZD will automatically create a new case as a follow-up, which is unnecessary.

I’m trying to understand in which conditions ZD creates a follow-up when someone responds to an old side conversation:

1. If the ticket was closed without marking the Slack side conversation as “Done” → In this case, ZD should ideally mark the side conversation as “Done” automatically once the ticket is closed.

2. If follow-ups are created independently of the above, this could be a bug in ZD, requiring a fix to prevent follow-ups from automatically generating when an old thread is revived.

View comment · Edited Nov 07, 2024 · Ashok Gangwar

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Ashok Gangwar commented,

Community comment Feedback - Ticketing system (Support)

There seems to be nasty bug in this feature. 

If a Side Slack Conversation is revived i.e let's say the Zendesk case is closed and after 3-4 months someone replied on that Slack Thread from Slack itself the Zendesk will open a followup case. Which is very bad. 

We have stopped using this now. 

View comment · Posted Nov 06, 2024 · Ashok Gangwar

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Ashok Gangwar commented,

CommentTicket automation and collaboration

There seems to be nasty bug in this feature. 

If a Side Slack Conversation is revived i.e let's say the Zendesk case is closed and after 3-4 months someone replied on that Slack Thread from Slack itself the Zendesk will open a followup case. Which is very bad. 

We have stopped using this now. 

View comment · Posted Nov 06, 2024 · Ashok Gangwar

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Ashok Gangwar commented,

Community comment Q&A - Help center and community

This link does not exist anymore.

View comment · Posted Feb 23, 2023 · Ashok Gangwar

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Ashok Gangwar commented,

Community comment Feedback - Ticketing system (Support)

Somehow the portal is not accepting image. Not sure how to send you the image.

 

View comment · Posted Feb 07, 2023 · Ashok Gangwar

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Ashok Gangwar created a post,

Post Feedback - Ticketing system (Support)

Currently we don't have any option to disable the "Alert On-Call engineer" checkbox in end user's form. For example a form to open a ticket for my org looks like this.

We want at least this: 

1. If user is not authenticated and opening a ticket via form disable the option for them.

 

 

 

Posted Feb 07, 2023 · Ashok Gangwar

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