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Kerry Payton

Joined Jan 05, 2024

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Last activity Feb 11, 2025

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ACTIVITY OVERVIEW

Latest activity by Kerry Payton

Kerry Payton commented,

CommentTeam members and groups

I've already submitted a separate ticket on this, but we're seeing newly added agents having their brand appear blank?? We only have one brand, but they were not assigned to this by default as they have in the past.

 

Also, can there be an easier way to add/remove users from a brand? Why not have a “Brand” menu option to Manage Users in Support? Or in Admin Console to go to Team Members > 3 dots > Brand? Or in the Admin Console for there to be a main menu option for Brand and Brand Membership (add/remove users)?

View comment · Posted Feb 11, 2025 · Kerry Payton

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Kerry Payton commented,

CommentTicket basics

Great, thanks! I tested some other tickets which were able to be manually assigned to other teams in OPEN status. Not sure what happened with this case, but will keep an eye out for the events and triggers next time we come across that issue.

View comment · Posted May 17, 2024 · Kerry Payton

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Kerry Payton commented,

CommentTicket basics

So our enterprise ran into a strange issue today with NOT being able to manually assign a ticket. Is there a status restriction on assigning tickets to other teams/groups? The ticket status was OPEN and we could NOT assign the ticket to another team, but we had no issues assigning a ticket with NEW status. Not sure if that matters??

View comment · Posted May 14, 2024 · Kerry Payton

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Kerry Payton commented,

Community comment Q&A - Help center and community

Thanks Mike. I researched some other articles on managing suspended tickets. However, adjusting settings or adding domains to the allow list does not resolve the issue. New emails from a specific domain continue to get suspended automatically. Any advice in this situation?

View comment · Posted Feb 13, 2024 · Kerry Payton

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Kerry Payton commented,

Community comment Q&A - Help center and community

Hello,

Thank you both for your replies. After making the adjustment to include an ALL condition for "Group is Changed," this no longer sends an additional notification to agents when assigned tickets within the same group. Thank you!

Kerry

View comment · Posted Feb 05, 2024 · Kerry Payton

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Kerry Payton commented,

Community comment Q&A - Help center and community

Hello Stephan,

I see your point in adding an action to Trigger 1 to include both in one notification and/or adding more specific conditions (like status) or new tags to better help distinguish between the two notifications. I don't understand how adding an action to create a tag helps. Status conditions could help, but we want to ensure that regardless of ticket status, that a group or agent gets notified when they are assigned a ticket.

 

Do you mind elaborating on the first condition you mentioned to avoid a second notification?

-> fire the trigger if one of the following tasks are not used in the ticket: "group_notification"/ "agent_notification"

If possible, could you include a couple examples of how we could have both a group notification and agent notification of assignee without creating unnecessary loops or duplicate notification?

 

To re-iterate, here are scenarios that describe what we are trying to accomplish.

Scenario 1: Ticket is assigned to Group A.

Action: Send email notification to Group A. (This trigger works as expected.)

Scenario 2: Ticket is assigned to an AGENT within Group A.

Action: Only send an email notification to that agent. Do NOT send notification to all of Group A. (However, this trigger inadvertently causes action of scenario 1 which notifies all of Group A.)

 

Perhaps there is a different approach than the way we have triggers set up for notifications? I'm all ears.

Thank you,

Kerry

View comment · Posted Feb 02, 2024 · Kerry Payton

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Kerry Payton created a post,

Post Q&A - Help center and community

Hello,

We are running into an issue where all agents in a group receive an email notification when a ticket is assigned to an individual agent in that group. We want to have 2 triggers. One that emails the GROUP a notification when they get re-assigned a ticket. And one that ONLY sends an email notification to the AGENT who is assigned to a specific ticket. However, both triggers are emailing the group regardless.

Both triggers for GROUP and AGENT ticket assignment notifications are working. But how do we adjust the AGENT notification so it doesn't send an email to the whole group? Can we have a trigger that One option we could do is have a separate trigger to email each individual agent, but this will take more time and maintenance to setup.

Please see screenshots of our triggers below.

Group Notification of Assignment

 

 

Agent Notification of Assignment

*Same CONDITIONS as above, but with different action:

 

Thank you,

Kerry

 

 

Posted Feb 01, 2024 · Kerry Payton

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Kerry Payton commented,

Community comment Q&A - Help center and community

So it's not really email reminders that we're seeing. I'm hesitant to add an email address as a light agent that doesn't need to be. Appears that these dup emails are being flagged as being from a system user. When these tickets reach Zendesk, they are suspended. How do we resolve suspended tickets in this instance?

See:

https://support.zendesk.com/hc/en-us/articles/4408828416282

Thank you,

Kerry

View comment · Posted Jan 26, 2024 · Kerry Payton

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Kerry Payton created a post,

Post Q&A - Help center and community

Hello,

One issue we are seeing is for automated email reminders from certain vendors. If tickets have the same exact verbiage or subject as a previous ticket, then they do not show up in Zendesk. They are visible in our email inbox, just not routing to Zendesk. Do we have to create these tickets manually? Or how else do we make them unique so as to not miss them entirely? We want to make sure all emails get routed to Zendesk.

Thank you,

Kerry

Posted Jan 11, 2024 · Kerry Payton

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Kerry Payton commented,

Community comment Q&A - Tickets and email

Hi Brandon,

Yes, that's exactly what we were looking for! We'll either adjust the ROLE permissions to only edit tickets within their group or create private ticket groups. Appreciate your help.

Thank you,

Kerry

View comment · Posted Jan 10, 2024 · Kerry Payton

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