Sam Johnson

We would love to be able to spawn multiple child tickets in one go if possible. Most applicable use-case for us is:

Manager submits ticket to Finance that their direct report is leaving the organization. Finance handles the ticket, but both IT and HR need to know as well, so upon getting the ticket, Finance splits the ticket twice, once to IT and once to HR, and all three teams deactivate the employee on their end.

Additionally if there was a way to automate this via trigger/otherwise, that would be amazing.

I would like to create a metric that allows me to look at particular school years, rather than calendar years.

For example, our fiscal school years run from July 1 to June 30, so the 21-22 school year would be from July 1, 2021 to June 30, 2022. This would allow me to see ticket statistics from separate school years and make comparisons that way.

My team recently re-installed the Out of Office app, and trained agents to check their "Agent Out?" box in their user profile so that new tickets cannot be assigned to them.

We also have automations that will re-open stale tickets after a certain amount of time, and we added a line to those automations that will also check to make sure the "Agent Out?" box is unchecked before firing and opening the ticket.

However today we found that these automations were still firing, and because tickets are blocked from being assigned to the agent, the ticket becomes unassigned and escapes from view until someone checks the unassigned queue.

Am I misunderstanding how the "Requester: [Out of Office] Agent Out?" line is supposed to work within triggers and automations, or is there something to be fixed on the app end?

Agree with Randy Little here, our team started using LovelyViews a couple years back, it's a super cheap app and does most everything the folks here have been asking for. Would love for Zendesk to be able to just do what LovelyViews does in the base tool.

Hi team! Our organization is interested in a way to notify agents within a ticket if the requester has become suspended during the lifespan of that ticket.

For context, our team uses Okta to import users into Zendesk, and when they leave our organization, they are deactivated in Okta, and therefore become suspended in Zendesk. It's not always clear to our agents when this happens though, and they may try reaching out to these users for a week or two before closing the ticket or asking about the user and discovering they have left.

It would be great to have an internal note notification that says something to the effect of "the user account of this requester has become suspended, please confirm their status before your next response". This would prevent my agents from wasting their time responding to someone who no longer works for us. :)

Hey team,

Is there currently a way to enable content blocks for all articles? Making more use of them but getting frustrated having to enable it each and every time.