10 Comentarios

  • Jonathan March
    Community Moderator

    Hi Pedro,

    I agree that would be useful. As a workaround in the meantime, you could create several triggers (or if you want to include pre-existing tickets, automations) which check for these conditions and set a tag when a condition was satisfied. Then your view can check for the tag.

    A big downside of such automations, of course, is that when they ran, they would change the "last update" field, making that essentially useless for normal purposes. Also they could not be used on closed tickets.

    0
  • Louise Dissing
    Community Moderator

    +1 This would be so awesome to have!

    1
  • Thomas Garcia

    Hi Pedro!

     

    Contrary to what Nicole told you there: Conditional view: fulfil A and B conditions OR fulfil C and D conditions. Is this possible?

    There was indeed (at least) one feature request already opened: Conditions for triggers / automations / views should use boolean algebra basic operators = AND / OR

     

    As you can see, unfortunately, they don't seem to give a damn 🙂

    I upvoted your feature request. I really hope either of one will attract some attention.

     

    Kind regards,

    Thomas

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  • Pedro Rodrigues

    Thanks for sharing, Thomas. I don't see Zendesk's posture regarding this as "doesn't seem to give a damn", though. Because the feature request can already be achieved natively (with multiple separate triggers), it's probably not that important in terms of the entire Zendesk customer base needs.

    To each their own backlog and priority criteria :-)

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  • Thomas Garcia

    Hi Pedro!

    TBH, the fact that the only people having seen/replied to these requests are Zendesk clients (I suppose "community moderator" are not from zendesk, are they?) just prove that point IMHO. But nevermind.

    The need to use multiple separate triggers is precisely the consequence of (and pain point caused by) the way this functionality is designed.

     

    > To each their own backlog and priority criteria :-)

    Just like every other company :-)
    If you decide to ask for feedbacks and you can't proceed them (even just to acknowledge them) there is something wrong IMHO

     

    Have a nice day!

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  • Pedro Rodrigues
    Community Moderator

    Hey Thomas! I'm not working for Zendesk, I actually joined the Zendesk Community Moderator Program quite recently. As a Zendesk user myself, I do understand and can relate whenever our preferred features aren't given the priority we believe it should be given.

    I completely agree that maintaining multiple complex triggers is far from an ideal solution in more complex businesses. But one of the things I enjoy in this community is how we all try to help each other with workarounds whenever something we desperately need isn't easily available... and I believe the more and better constructive feedback we provide, the more chances we'll have of grabbing the Product team's attention.

    I'd personally love to have this feature, so keep the suggestions coming :-)

    4
  • PatrikM

    A function like this is crucial.

    2
  • Phil Holladay

    This is exactly what I need.  I'm surprised there aren't more comments.  I don't want to mess with triggers.  This seems pretty basic but I guess not?  Any update on conditional views?

    1
  • Joel Hellman

    Probably one of the biggest frustrations for the administrator operating the Zendesk Support product.

    I can often work around it by introducing increased complexity in my business rules and my views. 

    I don't need infinitely nested AND-ORs, but a single level (e.g. to AND-OR groups or a custom field value) would make it much easier for me to administrate Zendesk Support.

    2
  • Jiri Kanicky

    It is surprising that this tool is not able to use AND or OR conditions for any field. The way how everything is hard coded in Zendesk is amazing. Terrible design.

    For example I cannot create Automation for:

    Ticket: Hours since last SLA breach = 4 OR Ticket: Hours since last SLA breach = 8

    Absolute basics are extremely difficult in Zendesk.

     

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