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Joel Cohen
Joined Jun 24, 2024
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Last activity Feb 20, 2025
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Latest activity by Joel Cohen
Joel Cohen commented,
Hi Folks - PM for triggers here. I know this is an old post but I wanted to update this group that we just recently launched auto reply and internal note actions in triggers. Here is the announcement!
View comment · Posted Feb 20, 2025 · Joel Cohen
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Joel Cohen commented,
Hi Folks - PM for triggers here. I know this is an old post but I wanted to update this group that we just recently launched auto reply and internal note actions in triggers. Here is the announcement!
View comment · Posted Feb 20, 2025 · Joel Cohen
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Joel Cohen commented,
Hi Sydney - sure thing! Here is the link.
View comment · Posted Feb 05, 2025 · Joel Cohen
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Joel Cohen commented,
Hi Folks - a quick update, we are starting to roll this out today, and plan to have it fully rolled out by February 12th, so all customers will have access to the feature at least by the 12th. We will be sending out some announcements shortly.
Thank you all for your patience.
View comment · Posted Feb 05, 2025 · Joel Cohen
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Joel Cohen commented,
This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.
Thank you again for your feedback and for being a valuable customer with Zendesk.
View comment · Posted Feb 05, 2025 · Joel Cohen
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Joel Cohen commented,
At this time we are going to close this post for comment and mark it as “Not Planned”. If you are interested in learning more about this and other features being built please make sure to check out our Community events and Zendesk Updates. Thank you again for your feedback and we appreciate you being a valuable Zendesk Community member.
View comment · Posted Jan 29, 2025 · Joel Cohen
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Joel Cohen commented,
In terms of documentation, we do mention in this article that Automations run every hour, but not necessarily top-of-the-hour; they will start at some point during the hour. If it is still unclear we can work to improve the documentation.
If you are interested in learning more about this and other features being built please make sure to check out our Community events and Zendesk Updates. Thank you again for your feedback and we appreciate you being a valuable Zendesk Community member.
View comment · Posted Jan 28, 2025 · Joel Cohen
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Joel Cohen created an article,
Announced on | Rollout starts | Rollout ends |
February 5, 2025 | February 5, 2025 | February 12, 2025 |
Zendesk is pleased to announce the autoreply and internal note ticket trigger actions are now available to all customers.
This announcement includes the following topics:
What is changing?
Previously, only accounts with the Advanced AI add-on had the ability to use ticket triggers to add public comments and internal notes to tickets. Now these actions are available to all customers at no additional cost.
To use ticket triggers to add comments to tickets, you can use the following actions:
- Ticket > Autoreply: Adds a public comment to a ticket. If the standard Notify requester and CCs ticket trigger is activated, the ticket requester and CC's will receive email notifications about the autoreply comment.
- Ticket > Internal note: Adds an internal note to a ticket, which is visible only to your agents and can provide helpful process reminders and information.
For more information, see Adding comments and notes to tickets using triggers.
Why is Zendesk making this change?
Zendesk received a lot of feedback from customers expressing confusion and frustration over the restriction of these trigger actions to the Advanced AI add-on when the features don't inherently include any AI capabilities. We agreed and want to make it right for our customers.
What do I need to do?
If you want to start using ticket triggers to automatically add comments and notes to tickets, you can create or update triggers and add these actions.
Existing ticket triggers that use these actions will continue to function as expected and, as has been the case, only autoreplies added by triggers with intelligent triage conditions can be counted towards automated resolutions.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
Edited Feb 06, 2025 · Joel Cohen
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Joel Cohen created an article,
Announced on | Rollout on |
January 9, 2025 | January 9, 2025 |
Zendesk is pleased to announce improvements to the search functionality when searching for organizations as ticket trigger conditions.
This announcement includes the following topics:
What is changing?
Previously, when searching for an organization as part of a ticket trigger condition, accounts with large numbers of organizations had to include the percent character (%) to retrieve results. This special character is no longer required, regardless of the number of organizations your account has.
Why is Zendesk making this change?
This update makes the search experience more intuitive and consistent with other search functionality across Zendesk products.
What do I need to do?
No action is required. This change doesn't affect existing workflows. In the future, when creating or updating ticket triggers, simply search by organization name to retrieve and select an organization as a condition.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
Edited Jan 09, 2025 · Joel Cohen
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Joel Cohen commented,
Hi All - I wanted to provide an update on this. Based on all your feedback, we are removing the add internal notes and public reply trigger actions from the Advanced AI add on and making it available for all customers. We hope to do this sometime in Q1. Thank you all for the valuable feedback, please keep it coming!
View comment · Posted Jan 07, 2025 · Joel Cohen
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