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Fernando
Joined Aug 04, 2023
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Last activity Nov 22, 2024
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Latest activity by Fernando
Fernando commented,
I echo Brandon's concern on downstream impact. Have you considered asking the end-user to send you an specific phrase hat can be used in a trigger to solve the ticket, like “Yes, please close”?
View comment · Posted Nov 18, 2024 · Fernando
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Fernando commented,
Not having PDF format as an option, is a huge regression. how are existing dashboards going to be affected by this?
Jonathan Aniano Can you please help us address this regression on functionality?
View comment · Edited Nov 21, 2024 · Fernando
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Fernando commented,
You can follow the Brandon Team recommendation, and optimize the number of triggers required by Creating a single Trigger that removes all personal Tags on Reassignment in bulk, making sure that you place it above the trigger collection that adds personal tags
REMOVE All personal Tag On Ticket Reassignment
ALL Ticket is Updated; Ticket is less than Solved
ANY Ticket Assignee Changed from (All of your Staff)
ACTION Remove Tag (All of your Staff Tags)
View comment · Posted Dec 25, 2023 · Fernando
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Fernando commented,
Tereza Hurychova I recommend that you download the Advanced Search App, which is free and built by Zendesk. You can then put in the email of your customer in the Requester field, and even select the columns that you want to export
View comment · Posted Oct 10, 2023 · Fernando
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Fernando commented,
You would need to have a service that supports PDF Generator APIs, and then leverage leverage the triggers to send the appropriate API call to that service.
I found this external article to be helpful on this matter
View comment · Posted Oct 10, 2023 · Fernando
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Fernando commented,
Take a look at this article, as it may address what you are trying to accomplish:
https://support.zendesk.com/hc/en-us/articles/4408836523930-Printing-tickets
View comment · Posted Oct 09, 2023 · Fernando
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Fernando commented,
We have a Slack channel dedicated to notifying Engineering/Programing every time a Jira is created via Zendesk's integration.
All of those tickets follow a specific wording by the use of a macro. Our managers subscribe to the channel above, and when a pattern is recognized, we leverage the Problem/Incident functionality and post an announcement in our Support channel notifying the team
View comment · Posted Oct 09, 2023 · Fernando
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Fernando commented,
Ifra Saqlain, after a lot of tinkering I was able to add the script tag below at the bottom of the search_results.hbs with the following results:
- Hide the Menu with Source and Category on the side
- Select the Category by default
- Show all Categories expanded
View comment · Posted Sep 05, 2023 · Fernando
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Fernando commented,
Ifra Saqlain Do you know how I can modify the amazing code you provided to hide the Type section and show the By Category section expanded by default?
View comment · Posted Aug 31, 2023 · Fernando
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Fernando commented,
in addition to the aforementioned tools, I would also look at loris.ai, as they can evaluate 100% of customer conversations - automatically leveraging AI
View comment · Posted Aug 29, 2023 · Fernando
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