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Javier DM
Joined Sep 30, 2022
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Last activity Jan 09, 2025
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Latest activity by Javier DM
Javier DM commented,
Hi Ahmed Zaid good day!
If you are using custom queues, then those tickets will always be routed through queues as long as they meet the conditions for your queue. If an email tickets gets initially routed by a queue and then gets reassigned and now it doesn't match any queue, OCR won't pick it up if it doesn't have a routing tag.
Also, if you want re-assignment through queues, you should enable this option in the Routing configuration “Reassign tickets through queues”.
I'd review if any of the two scenarios I shared match with your situation. And if you need further clarification I'd suggest create a new conversation with our bot and have a ticket opened with our Support team.
Best regards.
View comment · Posted Jan 07, 2025 · Javier DM
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Javier DM commented,
Hi there Kris Parker good day! as regards your question, the re-assignment feature uses the Unified status which is functionality from Omnichannel routing. If the solution presented here do not suit your need as your agents do not use the unfied status, then only option left would be to use triggers to re-assign your tickets.
If you have specific questions about your workflow, I'd suggest create a new conversation with our bot and have a ticket opened with our Support team.
Thanks for your question and best regards.
View comment · Posted Jan 06, 2025 · Javier DM
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Javier DM created an article,
Issue symptoms
The standard First Reply messaging trigger fires even after an agent has replied.
Resolution steps
Messaging trigger conditions are only checked once, and then the actions happen. After the conditions are met, the trigger's actions can't be stopped.
For example, having a wait time won't prevent the trigger from performing the specified actions even if the message no longer meets the trigger's conditions by the time the wait time elapses. Instead, because the conditions were met previously, the trigger would wait the alotted time and then perform its actions, such as sending a message to the customer.
For example, with the standard First Reply trigger, the following occurs:
- A customer requests a conversation.
- Messaging triggers with the run event When a customer requests a conversation evaluate the messaging conversation ticket to see if it meets their conditions.
- In this case, the messaging ticket complies with this condition: Customer requesting conversation | Is | True.
- The trigger's actions include a 5 second wait time. Therefore, 5 seconds will pass between the trigger's condition(s) being met and the trigger's actions occurring.
- During the wait time, an agent takes ownership of the conversation and replies.
- At this point, the customer has already received a response from an agent, but the trigger's action to send a pre-configured message to customer still happens because the trigger was still in the process of firing.
To avoid this situation, ask your agents to wait until that first message is sent, before sending their own message.
For more information, see these articles:
Edited Jan 10, 2025 · Javier DM
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Javier DM created an article,
Question
Is it possible to reach the API rate limit when I update tickets in the user interface?
Answer
Yes, although this number doesn't count towards the general API limit for your plan and account when you update tickets in the user interface, the endpoint rate limits apply.
You may reach the rate limit of the Update Ticket endpoint, which is 100 requests per minute per account. This differs from the general API rate limit for the Suite Enterprise plan, which is set to 700 requests per minute for Support and Help Center API.
For more information, see this article: Rate limits.
Edited Jan 10, 2025 · Javier DM
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Javier DM created an article,
Issue symptoms
I'm trying to change the form on a ticket. However, the ticket form keeps reverting to the original value.
Resolution steps
A ticket form may automatically change after a ticket update for the following reasons:
- A trigger acted on the ticket
- The contextual workspace feature enforces the ticket form for your workspace
Verify if a trigger is firing
Open the ticket events and check if a trigger changed the form. You may need to correct the conditions of your trigger.
Ensure that contextual workspaces are not enforcing the ticket form
Verify if contextual workspaces are in use on the account.
If an active workspace exists, confirm if the ticket matches the conditions for your workspace. You can change your conditions so that the ticket no longer matches the workspace.
Edited Nov 12, 2024 · Javier DM
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Javier DM created an article,
In this workflow you can learn how to forward notifications to an end user on ticket updates by using a lookup relationship field and support triggers.
While email targets provide a straightforward way to notify an external address, combining a lookup relationship field with a user object offers greater flexibility and customization options for the emails sent. For instance, you can set a subject line that is relevant to the specific ticket, enhancing its context. Additionally, this approach allows you to dynamically assign recipients for the email, unlike email targets, which require a fixed address.
The workflow includes the steps below:
- Step 1: Creating the ticket field and configure it
- Step 2: Add the ticket field in a ticket form
- Step 3: Setting up the trigger
- Step 4: Train your agents
Step 1: Creating the ticket field
This ticket field will linked to the user custom object and return the user email address.
- In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Fields
- Click Add field.
- Select Lookup relationship field.
- Enter a Display name and description.
- In Select a related object, choose User.
- From the Set filter section and under Meet ALL of the following conditions add a condition that includes: Role | Is | End User
- Click Save.
Step 2: Add the ticket field in a ticket form
This ticket field will need to be added to all forms it will be used within.
- In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Forms.
-
If your plan has multiple ticket forms, click the form you want to open for editing. The ticket form opens for editing.
- Click the Plus sign (+) to add the ticket field to the form.
-
Drag ticket fields on the form to reorder them.
- Click Save.
Step 3: Setting up the trigger
This trigger will send the email notification to the user.
- Create a trigger.
- Name your trigger > add any Category.
- Under Meet ALL the following conditions, add these conditions:
- Ticket | Is | Updated
-
Ticket > Tags | Contains at least one of the following |
your_tag
- Under Actions, add
-
Other > Notify by User email | Object > Lookup relationships > Forwarding address
Email subject | Enter your custom subject line
Email body | Enter your custom message
-
Other > Notify by User email | Object > Lookup relationships > Forwarding address
- Click Create trigger.
Step 4: Train your agents:
The lookup relationship field is now available on the ticket form, allowing your agents to easily search for existing end users. Agents can perform manual searches using either the name or email address to quickly find and select the appropriate user.
The forwarding address field can also be applied by using business rules on tickets.
Edited Dec 27, 2024 · Javier DM
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Javier DM created an article,
Question
When I merge users, the receiving user doesn't see all CC tickets from the merging user. Why does this happen?
Answer
When merging users, the receiving user inherits all of the merging user's requested tickets. For CC tickets, only non-archived tickets are passed to the receiving user. This means that archived CC tickets aren't transferred to the receiving user.
For more information, see this article: Merging a user's duplicate account
Edited Nov 11, 2024 · Javier DM
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Javier DM created an article,
Question
I'm trying to export a HAR file from Chrome but it is returning a file with zero bytes, why is that?
Answer
Google recently made changes that require adjustments so that files containing sensitive data can be downloaded. Failure to make these adjustments may result in an empty HAR file.
For more information, see the Google announcement: What's new in DevTools, Chrome 130
To enable HAR exports with sensitive data
- Open Chrome.
- Look for the ⋮ button and select More Tools > Developer Tools.
- Click Preferences > Network.
- Select the Allow to generate HAR (with sensitive data) check box.
- Return to the Network panel and long-click the Export button marked with an arrow.
- Select Export HAR (with sensitive data) from the drop-down menu.
For more information, see this article: Generating a HAR file for troubleshooting.
Edited Nov 12, 2024 · Javier DM
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Javier DM created an article,
Question
How can I redact attachments on closed tickets with the API?
Answer
You can redact attachments on closed tickets using the Redact Ticket Comment endpoint and including the external_attachment_urls
property in the request body.
To redact attachments from closed tickets
- Use the List Audits for a Ticket endpoint on the closed ticket id to get the following attachment information (see screenshot below):
- comment id
- content URL
- Call
PUT "https://{yoursubdomain}.zendesk.com/api/v2/comment_redactions/
from Postman or curl.
{ticket_comment_id}
Replace{yoursubdomain}
with your account subdomain and{ticket_comment_id}
with the comment id obtained from Step 1 above.
Include the content URL from Step 1 in thehtml_body
. In Postman, the format is:
{ "external_attachment_urls": ["content_url"], "ticket_id": {ticket_id} }
where
external_attachment_urls
is an array of attachment URLs belonging to the comment to be redacted.
Example:
The attachment will be redacted after a successful API call:
For more information, see the article: Redacting ticket content.
Edited Nov 12, 2024 · Javier DM
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Javier DM commented,
Hi folks, good day! adding this note in case anyone else looking for this information and confirm that the permission errors were removed on a later version of the Android SDK, and also “Android Photo Picker” has been added to ensure compatibility with latest changes from Google.
Please verify Release Notes from version 5.3.0: link
View comment · Posted Oct 28, 2024 · Javier DM
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