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Jim
Incorporación 16 abr 2021
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Última actividad 17 sept 2024
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Jim hizo un comentario,
Hi Anqi Chen,
I noticed that you also submitted a separate support ticket for the same concern and I'm one of the support advocates who chimed in to assist you with this concern/query. In fact, I just recently sent you an update via email, hence kindly check your email and we'll continue working on this via email, under ticket # 12696843.
Sincerely yours,
Ver comentario · Editado 11 jul 2024 · Jim
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Jim hizo un comentario,
We're so sorry to know that you were not notified of the updates shared by our documentation team, about generating reports using custom ticket statuses.
Our Documentation team recently shared an update on April 26, 2023, wherein you may now use custom ticket status attributes in your reporting, namely, Ticket custom status name, Ticket custom status category, and Ticket custom status state, whether the custom status is active or not (see this article: Metrics and attributes for Zendesk Support).
Furthermore, we do have an example of a report that shows custom ticket statuses in this Explore Recipe: Creating KPIs for tickets by status.
Ver comentario · Publicado 29 may 2023 · Jim
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Jim hizo un comentario,
In the event that the customer (also known as end-user) responds to a ticket that's assigned to an agent, then ideally, the ticket would show up in the default views, namely "Your unsolved tickets", "All unsolved tickets", and "Recently updated tickets" (shown in the sample below).
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Furthermore, those recently updated tickets would ideally show up on top of those mentioned ticket views, given that they are formatted with the Column "Updated" and it's set to "Descending" order, which is arranged from the latest or most recent one to the oldest (explained this article and shown in the sample below).
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Ver comentario · Publicado 29 may 2023 · Jim
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Jim hizo un comentario,
I noticed that you've also submitted a support request (ticket # 10695997) for the same concern, aside from this community post.
I'm actually the one who's currently assisting you on the support request you submitted. I've already responded to you via email and kindly check the updates I've recently sent. Moving forward, we'll continue to communicate directly on your support ticket, instead of posting in your community post. That way, we can maintain a single communication channel regarding this specific concern.
Best,
Ver comentario · Publicado 12 ago 2022 · Jim
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Jim hizo un comentario,
I'm afraid this isn't something that we can customize or change via Sell API. You may see all the Sell API endpoints in this documentation: Zendesk Sale CRM API.
Best,
Customer Advocacy team
Zendesk
Ver comentario · Publicado 18 may 2022 · Jim
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Jim hizo un comentario,
I'm afraid this isn't something that we can customize or change via Sell API. You may see all the Sell API endpoints in this documentation: Zendesk Sale CRM API.
Best,
Customer Advocacy team
Zendesk
Ver comentario · Publicado 18 may 2022 · Jim
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Jim hizo un comentario,
You may still see the option to edit the schedule for publishing on the article, so you can edit the schedule first, prior to making any changes or updates in the article itself (shown in the sample image below).
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However, if you proceed first in updating the article content instead of the schedule, the options available would be to save and remove the schedule, or save and keep the schedule for publishin.
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I'm afraid to say that those are the only available options as of the moment.
Best,
Customer Advocacy Team
Ver comentario · Publicado 30 dic 2021 · Jim
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Jim hizo un comentario,
Once you hit the 750 Topics limit, you won't be able to add additional topics and will be presented with a message in the browser. Also, I'm afraid to say that it's not possible to raise the limit of it. We encourage you to submit feedback regarding this by visiting this link.
Best,
Customer Advocacy Team
Ver comentario · Publicado 25 nov 2021 · Jim
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Jim hizo un comentario,
I'm afraid to say that it's not possible to set the ticket's Assignee using the Web Widget, at this time. The only functionality that can help you route or assign automatically the ticket to a particular assignee, is the use of Trigger. We encourage you to submit feedback regarding this, by visiting this link.
Best,
Customer Advocacy Team
Ver comentario · Editado 25 nov 2021 · Jim
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Jim hizo un comentario,
I've created a separate ticket for your concern and kindly check the email I've sent, in gathering some details to further assist you with this. Here's the separate ticket ID: 9700255, for your reference.
Best,
Customer Advocacy Team
Ver comentario · Publicado 27 oct 2021 · Jim
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