Recent searches
No recent searches
Sunil Koppal
Joined Sep 22, 2023
·
Last activity Jul 01, 2024
Following
0
Followers
0
Total activity
24
Votes
6
Subscriptions
11
ACTIVITY OVERVIEW
BADGES
ARTICLES
POSTS
COMMUNITY COMMENTS
ARTICLE COMMENTS
ACTIVITY OVERVIEW
Latest activity by Sunil Koppal
Sunil Koppal commented,
+1
I guess zendesk sends email to followers only if there is a comment on the ticket & not an update e.g: Status change.
The below requirement is very critical for us becuase of the limitation mentioned above in this comment:
- An Email user > (followers) action within Triggers
View comment · Edited Jul 01, 2024 · Sunil Koppal
0
Followers
0
Votes
0
Comments
Sunil Koppal commented,
+1, this would really help us automate certain cases.
e.g: If the one of the ticket field (custom) value is 5001, I am should be to categorize the ticket automatically as >5000 category using a trigger.
View comment · Posted Feb 23, 2024 · Sunil Koppal
0
Followers
0
Votes
0
Comments
Sunil Koppal commented,
+1,Totally agree with above comment.Request zendesk to revisit this.
View comment · Posted Dec 26, 2023 · Sunil Koppal
0
Followers
0
Votes
0
Comments
Sunil Koppal commented,
+1
We track RCA's of our issues as a seperate ticket & we link it to the field issue. We close the RCA in system once we figure out the root cause but there could be a new case from field which is similar to previoous & agent needs to link the closed RCA to new field issue even if its closed & update few fields on RCA form.
View comment · Posted Dec 15, 2023 · Sunil Koppal
0
Followers
0
Votes
0
Comments
Sunil Koppal commented,
+1
We track RCA's of our issues as a seperate ticket & we link it to the field issue. We close the RCA in system once we figure out the root cause but there could be a new case from field which is similar to previoous & agent needs to link the closed RCA to new field issue even if its closed & update few fields on RCA form.
View comment · Posted Dec 15, 2023 · Sunil Koppal
0
Followers
0
Votes
0
Comments
Sunil Koppal commented,
Please note we have a use case where customer needs to provide more details on a ticket & we need it in a field which can be shown in views as a column & not a comment.
View comment · Edited Dec 01, 2023 · Sunil Koppal
0
Followers
1
Vote
0
Comments
Sunil Koppal commented,
+1. This automation is critical as we have predefined SLA's based on Priority of tickets. E.g.: Priority ( custom field) : 'S' the the ticket is due within next 24 Hrs. We also need to send reminders to assignees (i.e. set up automations) based on Number of hours until & since due which i believe is based in the standard due date field in Zendesk.
View comment · Posted Sep 22, 2023 · Sunil Koppal
0
Followers
0
Votes
0
Comments