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Cameron Eng
Joined Oct 17, 2023
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Last activity Dec 11, 2024
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Latest activity by Cameron Eng
Cameron Eng commented,
Hello! We have the next reply time start setting, "When any end user replies to a ticket and that reply is added as an internal note", enabled.
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However, we have noticed that third-party internal note responses where the response is flagged because the end-user was not “part of this conversation” are not setting a next reply time.
Is this an expected behavior? Is there anything we can do to change this?- We want all external end-user internal notes to set a target regardless of whether they were originally part of the conversation
View comment · Posted Sep 04, 2024 · Cameron Eng
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Cameron Eng commented,
Our team is in need of a feature like this. We have separate groups that use zendesk in different ways and need custom statuses for each
View comment · Posted Aug 01, 2024 · Cameron Eng
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Cameron Eng commented,
Has anyone been able to reference custom user dropdown fields with liquid markup? I'm trying the syntax “{% case ticket.requester_field_option_title_FIELDID %}” but no luck so far
View comment · Posted Jun 28, 2024 · Cameron Eng
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Cameron Eng commented,
Thank you Michael! We also have a use case for this. Our team uses internal notes for drafts that need review and feedback from team members. When customers ask to review communications with a specific requestor, we need a way to download all the tickets' public comments. Because of the nature of our business, there can be many public and private comments before a ticket is solved.
View comment · Posted Dec 18, 2023 · Cameron Eng
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Cameron Eng commented,
+1
View comment · Posted Nov 02, 2023 · Cameron Eng
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