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Matthew Toenjes

Joined Sep 09, 2024

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Last activity Oct 29, 2024

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Latest activity by Matthew Toenjes

Matthew Toenjes created a post,

Post Discussion - Tips and best practices from the community

Does anyone know if there is a way to display Organization information directly in the ticket workspace? I am looking for something similar to the User essentials card / Customer context to display Organization notes + custom fields. I want it to be easily seen and available to agents. I have seen several workarounds, including making an internal comment via API call or having a trigger copy organizational fields to the ticket. However, I think it would be great if we had something similar to the customer context card .

 

Posted Oct 29, 2024 · Matthew Toenjes

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Matthew Toenjes created a post,

Post Discussion - Tips and best practices from the community

I really like the new Request list experience and we recently rolled it out. However, there were a few key features that were lacking including an export .csv button. I thought I would share the script to export .csv in case it benefits anyone else here. The code below can simply be added to the bottom of your requests_page.hbs

 

Requirements:

 

Once the requirements are met, you can simply drop this code into the end of your requests_page.hbs. Note, you may need to do some tweaking to get it to work, but it was designed to be generic.

 




Edited Oct 02, 2024 · Matthew Toenjes

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Matthew Toenjes commented,

CommentService Level Agreements (SLA), macros, and CSAT

@... Do you have any updates to when this SLA notification tool may be implemented? This would be incredibly useful to us.

View comment · Posted Sep 24, 2024 · Matthew Toenjes

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Matthew Toenjes commented,

CommentTriggers and automations

+1 To allow the use of adding Internal Notes & Public Replies via Trigger to people who don't have “Advanced AI.” 

 

This is not an AI feature and is ridiculous that we can't post internal notes on tickets natively (even when the functionality clearly already exists for “Advanced AI” users). Often times I have to do many work arounds where internal notes are useful to the workaround. It seems as if our Zendesk environment keeps having workarounds upon workarounds due to lack of basic functionality.

 

Some of the things where internal notes are useful for workarounds:

  • Not being able to add internal notes in triggers - many workarounds require this
    • One workaround is the Webook method, but now we are approaching out max API limits for something that shouldn't need a webooks in the first place.
  • Not being able to display Organization notes on the ticket page or on an “Organization” card - I would like to place organization notes right in view of the agent so they can see it and don't miss an important note. The only way we were able to do this was have a trigger post an internal note via webhook workaround.
  • Not being able to require an Organization field to be set when solving a ticket - There is no way to force an agent to set an organization for a user when solving a ticket. Therefore, a workaround is to open the ticket back up when the organization is missing on the ticket/end user. However, that workaround requires an internal note using the webhook workaround.
  • Not being able to require a public reply - I would like to force agents to post a public reply before updating the ticket if the severity is high enough. We were able to accomplish this with a checkbook workaround, but it would be nice if we could use internal notes too.

View comment · Posted Sep 10, 2024 · Matthew Toenjes

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Matthew Toenjes commented,

CommentEnd-user guide for Help Center

I am not sure which Zendesk article this screenshot came from, but does Zendesk still plan on export to .CSV in thew new Request List experience?

View comment · Posted Sep 09, 2024 · Matthew Toenjes

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