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Jakob Kruse

Joined Jun 13, 2024

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Last activity Jan 29, 2025

Project manager for customer service at a renewable energy coop

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ACTIVITY OVERVIEW

Latest activity by Jakob Kruse

Jakob Kruse commented,

CommentWhat's new in Zendesk

Is it possible that the updated Triggers page has slightly manipulated existing triggers?

In particular, in all of our “Notify by > Target” actions, the line and paragraph breaks have disappeared without us doing anything. And in one case, the wrong email target was selected in the corresponding drop-down menu.

Did anyone else notice something similar or is this more likely a “me” problem?

View comment · Edited Nov 11, 2024 · Jakob Kruse

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Jakob Kruse commented,

CommentTriggers and automations

Hi Marta Nannipieri,

 

I sadly ran into the same issue with the approach I described above. Automations require you to directly “nullify” at least one of the conditions that made them fire, so the status change or tag removal has to happen outside the API call - and therefore, outside the IF statement. But you need to use an automation because triggers can't be made to regularly re-check their conditions when the ticket isn't updated by something else.

 

What worked for us in the end was checking “is within the previous | 10”, which in our time zone fires on the correct date, and removing the relevant tag with a standard automation action. Here's the screenshots, sorry for German language:

It seems like you are solving basically the same problem that I had, having pending (or on hold) tickets reopen on an agent-defined day. If you need help with the surrounding triggers as well, let me know.

View comment · Posted Nov 07, 2024 · Jakob Kruse

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Jakob Kruse created a post,

Post Feedback - Ticketing system (Support)

Hi,

 

I have tested the newly rolled out view categorization in our team and we are all very excited to have this feature! But we have also immediately identified three points that would greatly improve its practical usefulness, at least in our customer support team. I will list them in order of decreasing importance:

  1. Right now, the number next to each category is the “naive” sum of ticket counts for all the views it contains. This is misleading when a ticket appears in more than one view for this category. We have several views with some overlap of the tickets they contain. Can you please adapt the sum count next to categories to display the number of unique tickets contained in a category's views?
  2. It would also be very useful if the category itself was a clickable view, combining the tickets of all its contained views. Currently there is no way to view all tickets within a category, for example in order to work through them chronologically or perform batch operations.
  3. Collapsible categories are great for managing the length of the views list, so more views can be used without agents scrolling themselves to death. But when closing and reopening Support in the browser, the collapsed/opened state of all categories resets to open, taking up maximal vertical space. It would improve user experience if the previous configuration for each agent could be saved across sessions.

Thank you for working on this and I hope you are still open to feedback on this new functionality!

 

Best,

Jakob

Posted Oct 14, 2024 · Jakob Kruse

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Jakob Kruse commented,

CommentTriggers and automations

I ended up here while googling how to have a trigger fire on the day an agent specified in our custom date field. It's very strange that standard trigger conditions offer all kinds of expressions w.r.t. that date, except checking whether it is today.

Anyway, after some more searching and trying things out I found a way to check this using Liquid tags within a call to the ticket API webhook:

{
	"ticket": {
		{% capture today %}{{ "now" | date: "%Y-%m-%d" }}{% endcapture %}
		{% if ticket.ticket_field_xxxxxx == today %}
		...
		{% endif %}
	}
}

Where xxxxxx is the custom date field's ID and ... can be replaced with whatever ticket update should happen.

Also because someone asked, this piece of JSON sent to the ticket API webhook will reset the custom date field to be empty again:

{
	"ticket": {
		"custom_fields": [{
			"id": xxxxxx,
			"value": null
		}]
	}
}

Hope this helps someone else :)

View comment · Posted Aug 16, 2024 · Jakob Kruse

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Jakob Kruse commented,

Community comment Feedback - Reporting and analytics (Explore)

In the meantime I have implemented a very simplified workaround to at least count the total number of agent messages in side conversations in any given ticket. Maybe this can help out others who end up here.

I've added a numeric custom field to our tickets that doesn't appear on any ticket forms and only serves as a counter for side conversation activity. Then there's a trigger with conditions

ALL:
Ticket details > Current user | Is | Agent

ANY:
Ticket > Side Conversation | Is | Created
Ticket > Side Conversation | Is | Answered
Ticket > Side Conversation | Is | Reopened

Its action sends a notification to our /api/v2/tickets/{{ticket.id}}.json webhook with this code:

{
	"ticket": {
		{% if ticket.ticket_field_ == blank %}
			{% assign counter = 1 %}
		{% else %}
			{% assign counter = ticket.ticket_field_ | plus: 1 %}
		{% endif %}
		"custom_fields": [{ "id": , "value": {{ counter }} }]
	}
}

(where has to be replaced with the id of the custom field)

This increases the counter by one every time an agent posts anything in a side conversation. As far as I can tell, it works. I'm sure you could expand on this in many ways if you need more detailed reporting.

View comment · Edited Aug 16, 2024 · Jakob Kruse

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Jakob Kruse commented,

Community comment Feedback - Reporting and analytics (Explore)

I also really need this feature. Our agents perform a large portion of their work via side conversations (with other departments and our largest contractor). The number of public agent replies on tickets is close to meaningless as a proxy for their workload in any given week, so we need reporting on the activity in side conversations to properly track how much pressure is on the team and respond to unusual workloads.

View comment · Posted Jul 25, 2024 · Jakob Kruse

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Jakob Kruse commented,

Community comment Feedback - Reporting and analytics (Explore)

I also need this feature. I want to display amount of open tickets by age in days as a bar chart, but only the ages that are present in the data set show up as bars. So my x axis goes like 1, 2, 3, 4, 5, 8, 11, 12, 20, … and it is somewhere between useless and misleading as a visual summary of ticket ages. We need an option to show equally spaced values along the x axis, even if the y value for some of those is NULL or 0!

View comment · Posted Jul 09, 2024 · Jakob Kruse

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Jakob Kruse commented,

CommentHow to create and update reports

Is this feature available in some hidden form in 2024? I want to display the age (in days) of our unsolved tickets as a bar chart, but it is very misleading when the x-axis does not have an equal unit of 1 day. I really need to display the NULL values as bars of height 0.

View comment · Posted Jul 09, 2024 · Jakob Kruse

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Jakob Kruse commented,

Community comment Feedback - Ticketing system (Support)

I landed here because I was also searching for this exact feature.

In my case, I want to assign tickets to the first agent that replies to them -- but only if the agent is member of a specific group.

Will there be an update under this post if or when this feature gets implemented?

View comment · Edited Jun 18, 2024 · Jakob Kruse

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