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James Skene

Joined Oct 20, 2022

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Last activity Jan 23, 2025

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ACTIVITY OVERVIEW

Latest activity by James Skene

James Skene commented,

CommentExplore recipes

Hi 

 

We have a custom ticket field for Jira Status which updates as the Jira ticket moves through it's lifecycle. 

 

I am trying to build a report that shows me the average amount of time tickets spend in each Jira Status to help me to identify any areas to improve. Does anybody have any suggestions on how I can achieve this? Reporting on the field change time does not work because that is excluding tickets that have not changed status, i.e. have been in Jira Status = Backlog since being escalated.

 

Thanks

 

James

View comment · Posted Jan 23, 2025 · James Skene

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James Skene commented,

CommentRouting

Hi

How do I exclude users from the capacity rules? I see no option to delete them?

Scenario: We have had to use an agent license for our Jira integration. We do not want any tickets to be assigned to this user. Is there a way to do this that does not involve a trigger?

 

Similarly, we have a lot of light agents who have all been allocated to the default capacity rule, if tickets cannot be assigned to light agents, why are they available to be added to Capacity Rules and included in the default, pre-configured rule where I cannot delete them?

 

Thanks

 

James

View comment · Posted Oct 23, 2024 · James Skene

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James Skene commented,

CommentTeam members and groups

I would like to echo the point made by Philipp Schumacher over a year ago. If you have functionality driven by agent status, when an agent signs in, the default status should be the most common status i.e. Online. Others may disagree, but I struggle to see a scenario for my team where it makes sense for the status to remain as offline when an agent signs in.  

Or, failing the above, we should have the ability do set what the default status should be upon an agent signing in.  

View comment · Posted Oct 23, 2024 · James Skene

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James Skene commented,

CommentTicket basics

Hi

 

When solving a ticket, the resolution field is required for our agents as this then maps to a customer facing resolution which is populated in our resolution email.

 

If we have an Incident linked to a Problem and we solve the Problem and linked Incidents, the resolution field is not populated in the Incident meaning the resolution email is triggered and it does not contain the customer facing resolution.

 

Is there a way to pull the resolution field from the Problem into the linked Incidents? Seems a pretty standard request so I am not sure if I have done something wrong?

 

Thanks

 

James

View comment · Posted Sep 20, 2024 · James Skene

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James Skene commented,

CommentCustomer portal

Hi

Is it possible to change the below headers and also the text in the count in the requests page (https://mycompanyname.zendesk.com/hc/en-us/requests) ?
 

I would like to replace requests with tickets so they would become My Tickets, My Organizational Tickets and 1-15 of 19 tickets

 

Thanks

 

James

View comment · Edited Aug 14, 2024 · James Skene

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James Skene commented,

Community comment Q&A - Help center and community

Thanks @Brandon how would I then get to the description to appear? Currently the image does get removed so we are good there but if I set the description to hidden, I can't seem to get it to then appear on hover. Coding is not my strong point! 

 

Thanks

 

James

View comment · Posted Jul 29, 2024 · James Skene

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James Skene commented,

Community comment Q&A - Help center and community

Hi Ifra Saqlain is it possible to hide the Category description initially then only show on hover? I would want something like the below

 


Then on hover:
 


Thanks 

 

James
 

View comment · Posted Jul 26, 2024 · James Skene

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James Skene commented,

CommentUsing legacy AI agent functionality

+1 for Maxime Wozny's question on Contextual Help from Web Widget classic

Also, I have an article in my Help Centre but have not created an answer. I can't get the bot to reply with the article despite having it configured to recommend articles, do I need an answer for every article in the Help Centre? Or should it find the relevant article without the need to create an answer?

View comment · Posted Jul 23, 2024 · James Skene

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James Skene commented,

CommentTicket automation and collaboration

Hi
 

Is it possible to have Macro's become available once certain criteria are set? I know it is not possible for conditions to be set and the macro be applied but I'm looking to achieve something similar as I am hitting an issue with my SLAs.

 

Background:

We are only measured against our first response time so the First Reply Time is the crucial SLA metric from a contractual standpoint. This is configured correctly and works in general. To ease the repetitive task of sending a first response email, we have 2 macros with slightly different text, 1 for an Incident and 1 for a Task/Request.

The Problem:

When a ticket comes in and an agent picks it up, they fill in the details, pick the relevant macro and 'Submit as New' in one action. The details are saved and the email is sent BUT the First Reply Time SLA is never assigned. 

If the agent fills in the details, submits the ticket as New and THEN assigns the macro and sends the email, the First Reply Time SLA is assigned to the ticket.

Obviously, I have a fallback and can ask my team to commit the field changes and then apply the macro but ideally I would like to get it working where they can save the changes and apply the macro in one action and less clicks. 

Has anyone came across this before and found a solution? 

 

Thanks

 

James

View comment · Posted Jun 24, 2024 · James Skene

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James Skene commented,

CommentHow to customize the theme of the help center

Thanks Sam!

 

Hmmm that could be a good fallback thank you. Are you aware of any way to populate the Description field with custom field values, similar to how we to do it for the subject? I have the tried the same code, replacing "#request_subject" with "#request_description" but to no avail

 

Thanks

 

James

View comment · Posted Jun 05, 2024 · James Skene

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