Mark Leci
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Total activity86
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Last activity
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Activity overview
Latest activity by Mark Leci-
Mark Leci commented,
Margaret Brightman you may be able to help this on some level using the organization domain. If you add a domain to an organization, all tickets from users with that domain are associated to that o...
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Mark Leci commented,
hi again Jake Warren! We have a similar workflow and we actually use Zapier to send out notifications to the team. In general I've found Zapier amazingly useful to extend the capabilities of Zende...
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Mark Leci commented,
Jake Warren I can't think of a way to do this exactly, but it might generally make sense to split these clients up into different organizations based on the product. If you do this, the client user...
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Mark Leci commented,
qiang huang I'm not aware of anything else, if you are looking for something different you may want to search the marketplace. The Ticket Field Manager app is made by Zendesk so I think it's the be...
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Mark Leci commented,
Yes you can do this - Zendesk has a 'Ticket Field Manager' which allows you to hide certain fields or make them read only regardless of whether the end user can see them or not. https://www.zendes...
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Mark Leci commented,
this is because if a ticket has 0 replies that is still less than 2. I believe what you want is that if a ticket has exactly 1 reply, assign it to the agent. You could also add a condition that cur...
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Mark Leci commented,
While I think this would be a nice to have, it would probably be better for Zendesk to spend time revamping the entire structure of how triggers and automations work. It's very much outdated and an...
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Mark Leci commented,
Monica Cruz I believe you can just change Y (year with century) to y (year without century), i.e. {% capture today %}{{'now' | date:'%s' | minus:0600| date:'%m%d%y'}}{% endcapture %}{{today}}
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Mark Leci commented,
Hannah Lucid I am pretty sure that each ticket can only have one schedule applied, so if you already have a schedule applied to these tickets, I'd suggest the 'within schedule' approach, in which c...
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Mark Leci commented,
Hannah Lucid thank you for clarifying! This definitely makes sense in terms of CX. The Zapier approach would still work, but if you are not using schedules OR if you have an enterprise plan and can...