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karankuwarbidxb

Joined Jun 23, 2023

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Last activity Jan 27, 2025

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Latest activity by karankuwarbidxb

karankuwarbidxb created a post,

Post Developer - Zendesk APIs

Problem statement:

In create many api, we do not get individual tracking-id for each ticket object, Instead in response we get an array of objects and one tracking id for all ticket objects, so it is difficult for us to create a mapping.


Expected output-
in request body we can share a uuid for each object with which they can map the response and with GET api provide the same to us. in response of create many provide us a uuid and when we hit API for response of create many provide same id with status

 

Posted Jan 27, 2025 · karankuwarbidxb

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karankuwarbidxb created a post,

Post Q&A - Tickets and email

In our organization, sometimes the CC'ed users (mostlly our internal team members who are not on zendesk) try to create a private email conversation without the customers. And if a manager with Zendesk license replies to that email, all the conversation is sent to zendesk on that thread.

 

Now I understand that this is because one of the Zendesk support address is added to the email conversation but is it possible to prevent a public comment notification to go out to the customer if the update channel is outside of Zendesk? I don't see any such distinction in the triggers yet.

 

I understand that We have Mail APIs but I cannot expect all our team members around the world to remember them to send email.

Edited Nov 13, 2024 · karankuwarbidxb

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karankuwarbidxb created a post,

Post Q&A - Reporting and analytics

Simply, I'd need a row level data with the following headers:

Posted Nov 04, 2024 · karankuwarbidxb

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karankuwarbidxb commented,

CommentTicket management

Hi Agnieszka Pyzik  you mentioned that “On October 9th and 10th, we will release the feature to pods 17, 23, 27, and 28.”

 

I'm on POD 17 and haven't received this update yet.

View comment · Posted Oct 10, 2024 · karankuwarbidxb

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karankuwarbidxb commented,

Community comment Q&A - Objects, workspaces, and rules

At present this is what the side conversation panel says:

 

And the team is unable to reopen a closed conversation.

View comment · Posted Jul 02, 2024 · karankuwarbidxb

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karankuwarbidxb created a post,

Post Q&A - Objects, workspaces, and rules

Hi Team,

 

I noticed today that the side conversation view has been completely moved to Context panel. The team is kind of used to seeing the Side conversation button next to the ticket number on all the tickets and they are finding this extremely confusing, especially without any announcement from Zendesk on this matter.

 

Is it possible to revert this change and move side conversation to it's old place (Next to the ticket number)?

 

Thanks!

Posted Jul 02, 2024 · karankuwarbidxb

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karankuwarbidxb created a post,

Post Q&A - Reporting and analytics

Hi, I have created two calculated attributes in the "Support: Update history" dataset. The results are coming out just fine, the only issue is that the output is coming up in separate rows. I really want to create a report where every ticket accounts to only one row and all the default attributes plus the calculated attributes are shown in just one row.

Expected output:

Actual output:

 

Posted Mar 22, 2024 · karankuwarbidxb

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karankuwarbidxb commented,

CommentTicket customization

Hi Team,

Can I have a custom status disabled on the front end (Agent interface) but available to our system on the backend for automation?

 

For eg: I want to have a custom status 'Auto closed' that I want to use when I solve tickets through trigger. But I don't want this status to be available to agents using Zendesk as they will incorrectly use this status.

 

 

View comment · Posted Feb 15, 2024 · karankuwarbidxb

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karankuwarbidxb commented,

CommentRouting

Presently, if I have an agent with skill 'Poland' he is being assigned tickets with this skill plus if there are tickets with no skill.

 

I want them to only attend to tickets matching there skill even if there's no other person for rest of the tickets.

View comment · Posted Dec 06, 2023 · karankuwarbidxb

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karankuwarbidxb commented,

CommentRouting

Hi Barry Neary,

I created a skill called Poland based on some customers from that region. And I assigned this skill to an agent and turned the omnichannel routing on

This agent has a capacity of 20 tickets but at some days the flow is less. It seems like they are also getting tickets which has a 'null' skill. Is there any way to limit routing of cases with the matching skill ONLY. And not the null ones.

View comment · Posted Dec 06, 2023 · karankuwarbidxb

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