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Javier DM's Avatar

Javier DM

Joined Sep 30, 2022

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Last activity Jan 09, 2025

Zendesk Customer Care

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ACTIVITY OVERVIEW

Latest activity by Javier DM

Javier DM commented,

CommentAccount settings of the ticketing system

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,

CommentAccount settings of the ticketing system

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,

ArticleHelp with messaging

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:

  1. A customer requests a conversation.
  2. Messaging triggers with the run event When a customer requests a conversation evaluate the messaging conversation ticket to see if it meets their conditions.
  3. In this case, the messaging ticket complies with this condition: Customer requesting conversation | Is | True.
  4. 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.
  5. During the wait time, an agent takes ownership of the conversation and replies.
  6. 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,

ArticleHelp with support and ticketing

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,

ArticleHelp with support and ticketing

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.
Ticket.png

Ensure that contextual workspaces are not enforcing the ticket form

Verify if contextual workspaces are in use on the account.

Workspace.png

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,

ArticleHelp with support and ticketing

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

This ticket field will linked to the user custom object and return the user email address.

  1. In Admin Center, click    Objects and rules in the sidebar, then select Tickets > Fields
  2. Click Add field.
  3. Select Lookup relationship field.
  4. Enter a Display name and description.
  5. In Select a related object, choose User.
  6. From the Set filter section and under Meet ALL of the following conditions add a condition that includes: Role | Is | End User

    1.png img-screenshot

  7. 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.

  1. In Admin Center, click    Objects and rules in the sidebar, then select Tickets > Forms.
  2. If your plan has multiple ticket forms, click the form you want to open for editing. The ticket form opens for editing. 

  3. Click the Plus sign (+) to add the ticket field to the form.

    2.png img-screenshot

  4. Drag ticket fields on the form to reorder them.

    3.png img-screenshot

  5. Click Save.

Step 3: Setting up the trigger

This trigger will send the email notification to the user.

  1. Create a trigger.
  2. Name your trigger > add any Category.
  3. Under Meet ALL the following conditions, add these conditions:
    • Ticket | Is | Updated
    • Ticket > Tags | Contains at least one of the following | your_tag
      trigger_workflow.png
  4. 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
      actions.png img-screenshot
  5. 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.

lookup_field_support.gif img-screenshot

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,

ArticleHelp with user management

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,

ArticleHelp with settings and billing

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

  1. Open Chrome.
  2. Look for the button and select More Tools > Developer Tools.
  3. Click Preferences > Network.
  4. Select the Allow to generate HAR (with sensitive data) check box.
  5. Return to the Network panel and long-click the Export button marked with an arrow.
  6. Select Export HAR (with sensitive data) from the drop-down menu.
    Inspect.gif
    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,

ArticleHelp with support and ticketing

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.  

Captura de pantalla 2024-10-30 a las 10.16.25.png

Note: The Redact Comment Attachment endpoint doesn't apply to closed tickets.

To redact attachments from closed tickets

1.png

  1. 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
  2. Call PUT "https://{yoursubdomain}.zendesk.com/api/v2/comment_redactions/
    {ticket_comment_id}
    from Postman or curl. 

    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 the html_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:

33.png

The attachment will be redacted after a successful API call:

3.png

Note: Ticket redaction works on content in archived or closed tickets for email, API, and webform channels. Ticket redaction does not work on content in archived or closed tickets for messaging and live chat channels.

For more information, see the article: Redacting ticket content.

Edited Nov 12, 2024 · Javier DM

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Javier DM commented,

Community comment Developer - Zendesk SDKs

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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