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Rich Lorenzo

Joined Mar 23, 2024

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Last activity Jan 27, 2025

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ACTIVITY OVERVIEW

Latest activity by Rich Lorenzo

Rich Lorenzo commented,

CommentTicket management

Still only 10 personal views. Why? I've been waiting for nested views for over a decade and what we finally get is a disappointment.

I (finally) got this feature today and I was confused as to why I could only see some of my personal views which I had prepared ahead of time with categorization. I guess I hadn't read this article very carefully. 

There probably isn't any explanation that could ease my disappointment, but I’d still appreciate understanding the product rationale behind this decision from an intellectual standpoint. At this point, I’m completely dumbfounded. 

The only way I can make sense of this is that deep-seated technical limitations make what seems like an obvious enhancement more challenging to implement than it appears. To me as the average Zendesk user, it doesn’t make sense that increasing shared views to 100 is possible, yet personal views are limited to 10. Without a better understanding of the underlying architecture, this limitation feels arbitrary and unclear why it wouldn't have been addressed as part of this enhancement.

View comment · Edited Oct 10, 2024 · Rich Lorenzo

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Rich Lorenzo commented,

CommentBusiness rules

A previous version of this article was better because it included screenshots of the triggers, which showed the subject and body of email notifications. 

Is there currently any other place to view the entirety of the default triggers, to see exactly the way they are all set in a brand new Zendesk?

View comment · Posted Jul 24, 2024 · Rich Lorenzo

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Rich Lorenzo commented,

Community comment Developer - Zendesk APIs

CJ Johnson Eric Nelson

I'm a bit confused about this change to usage of placeholders at ticket creation. I'm not sure I understand what the current expected behavior is. And I'm Admin of two Zendesk instances and this seems to function differently in each. Which further confuses me.

I'm using this in my ticket subject for my "Request Received" auto reply in both Zendesk instances:
Re: {{ticket.title}}

When I submit a webform request as an unauthenticated end-user with subject "This is the ticket subject"  I get different results from the two Zendesk's auto reply trigger:

Zendesk 1 - The desired behavior - Subject line of the auto-reply is:
Re: This is the ticket subject

Zendesk 2 - The undesired behavior - Subject line of the auto-reply is:
Re: 

The second Zendesk is missing the placeholder in the auto-reply.

However, subsequent agent public comment updates do include the placeholder value. So in Zendesk 2, the first agent public reply looks like this:
Re: This is the ticket subject

So two questions:
[1] Is Zendesk 2 exhibiting the new expected behavior as of 8/4/2022? I'm not sure if I understand what that change was supposed to be.

[2] And if so, why are the Zendesks behaving differently? Was this new change only applied to certain Zendesk instances? Or are there other settings I need to check in Zendesk 2 that would make it function like Zendesk 1?

View comment · Posted Mar 23, 2024 · Rich Lorenzo

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