Benjamin Black
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Activity overview
Latest activity by Benjamin Black-
Benjamin Black created an article,
About conditions with deleted values in automations
This article discusses the impact of deleted values, such as a ticket field or tag, in your automations and how to correct the deleted values error. This article contains the following sections: ...
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Benjamin Black commented,
Hey Ian, I'm not aware of a 3rd party or integration that currently does this, but you could pull that information periodically from our API: https://developer.zendesk.com/rest_api/docs/voice-api/t...
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Benjamin Black commented,
Hi Ian, Sorry for the confusion here. I believe Michel may have been referring to the metrics that Stephen mentioned earlier and not"availability" or the total time the Agent was online. You and Re...
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Benjamin Black commented,
Hey Hoff Ho, Unfortunately I'm not aware of a better way to surface that information, other than through the breadcrumbs, as you suggested. As you've pointed out, we unfortunately don't have anothe...
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Benjamin Black commented,
Hi Hoff Ho, If you're looking for the Category ID, you should be able to find that by either navigating to that Category and then looking in the URL for that page: Or if you inspect the URL for any...
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Benjamin Black commented,
Hi Moshe, Unfortunately there isn't a feature available for the integration that can continuously sync Salesforce information to newly created tickets in your Zendesk account. However, the informat...
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Benjamin Black created an article,
Why does Gather still show up in the Help Center editing window?
Question Why is Gather still showing in my Help Center editing area when I've de-selected the Gather setting in the General Settings? Answer Unchecking the Communities option to show or utilize...
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Benjamin Black commented,
Hey Zac, Unfortunately that's not a field that's passed over to Insights just yet. If you take a look at where that information is stored in the API, by doing an audit on an any_channel ticket, you...
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Benjamin Black commented,
Hi Marcin, Thanks for helping to clarify that for me. I did some looking around and this appears to be a consequence of how we render our email notifications. We have another article that deals wit...
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Benjamin Black commented,
Hi Marcin, The code in the above article is Liquid Markup and is resolved within Zendesk, rather than your email client. Your email client wouldn't know what to do with elements like {{content}}. H...