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Gulzar Shikalgar
Joined Feb 16, 2023
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Last activity Nov 14, 2023
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Latest activity by Gulzar Shikalgar
Gulzar Shikalgar commented,
Hi Zendesk Team,
Is there any way to load ticket_form_id or ticket_form_title (not Display name for end user) as placeholder references ?
View comment · Edited Oct 31, 2023 · Gulzar Shikalgar
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Gulzar Shikalgar commented,
Hi Widson Reis,
I tried the suggested approach.
We have the capability to make form changes after a call connects and a ticket is created with the Default form, which, in our case, is 'General.' Please refer to the event screenshot for more information.
However, I still have concerns regarding the suggested approach. Our preference is to select the form at the time of ticket creation rather than all ticket events. Therefore, we would need to implement a 'Meet ALL conditions' rule with Ticket > is > Created.
My query/request is whether Zendesk can understand and create a ticket directly with the provided form type based on the Channel. I would prefer to avoid the situation where a ticket is initially created with the Default form and then a trigger is required to change the form.
Like:
- Talk -> Talk ticket form
- Email -> Email ticket form
View comment · Posted Oct 23, 2023 · Gulzar Shikalgar
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Gulzar Shikalgar created a post,
Is there any way possible to link Merged and Merged-into ticket in Zendesk Explore reports
Like apply and contains search query on comments "This request was closed and merged into request #1019".
Posted Oct 23, 2023 · Gulzar Shikalgar
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Gulzar Shikalgar commented,
Following up on requirement raised by Alfred Marti.
Is there any way possible to link Merged and Merged-into ticket in Zendesk Explore reports
Like apply and contains search query on comments "This request was closed and merged into request #1019"
View comment · Posted Oct 13, 2023 · Gulzar Shikalgar
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Gulzar Shikalgar created a post,
Posted Oct 12, 2023 · Gulzar Shikalgar
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Gulzar Shikalgar commented,
As per Statement on Zendesk portal
"When enabled, agents and admins can add and remove other agents to existing tickets as followers. Active followers receive notifications when ticket updates occur."
What does ticket updates mean over here ? Is it only comments ? Does changing of ticket field or ticket status attributes to ticket update ?
We tested this and notification are only sent when we add a comment .
View comment · Posted Sep 12, 2023 · Gulzar Shikalgar
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Gulzar Shikalgar commented,
Here is how i am measuring it:
- We send updated_at timestamp in webhook payload for a ticket.
- Then after request is received in our backend-service, we just write a logic request_received_time - update_at timestamp , this gives me result.
Other way i measure is via signature-timestamp in header here is example of same:
- ticket "updated_at": "2023-08-24T04:22:28Z"
- X-Zendesk-Webhook-Signature-Timestamp : 2023-08-24T04:22:30Z
View comment · Edited Aug 24, 2023 · Gulzar Shikalgar
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Gulzar Shikalgar created a post,
I have a case where we have a webhook passing details to our backend system via post methods on Create or update ticket via trigger.
I have observed that it takes almost on average 2 - 2.5 seconds for zendesk to send the request.
Is there a way we can minimize the zendesk trigger time.
We also have other trigger such as Set, Assign and Notification, last trigger is the webhook. one.
Posted Aug 23, 2023 · Gulzar Shikalgar
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Gulzar Shikalgar commented,
Is there a way to block all incoming email channel tickets. We don't even want to create a ticket in Zendesk.
View comment · Posted Aug 11, 2023 · Gulzar Shikalgar
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Gulzar Shikalgar commented,
Hi Zendesk Team ,
Is there any bug or request feature tracking we can do for this issue ?
View comment · Posted Mar 23, 2023 · Gulzar Shikalgar
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