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Ahmed Esmat's Avatar

Ahmed Esmat

Incorporación 16 abr 2021

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Última actividad 07 nov 2022

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Última actividad de Ahmed Esmat

Ahmed Esmat hizo un comentario,

ComentarioJira integration

Hello,

We are the post trigger for status updates and it is working fine when the Jira issue is linked to a single Zendesk Ticket. However, when we link multiple Zendesk tickets, none of them gets updated when the Jira is updated. Is there a solution or a workaround to this?

Regards,

Ahmed

Ver comentario · Publicado 07 nov 2022 · Ahmed Esmat

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Ahmed Esmat creó una publicación,

Publicación Feedback - Ticketing system (Support)

lookup relationship fields is a great feature, but not fully integrated in workflows (macros, triggers, and automations). I have done some testing and found out If it is of user type:
- Cannot be used in views to filter on “(current user)”
- Cannot be used in trigger actions to send emails
- Cannot be sent an email in automations

Hope this is considered as an immediate requirement!

Publicado 06 oct 2022 · Ahmed Esmat

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Ahmed Esmat hizo un comentario,

ComentarioTicket customization

That is what I am looking for. But I have done some testing and found out If it is of user type:
- Cannot be used in views to filter on “(current user)”
- Cannot be used in trigger actions to send emails
- Cannot be sent an email in automations

So, that is not a complete solution/feature!

Is there any solution to this?

Ver comentario · Editado 09 oct 2022 · Ahmed Esmat

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Ahmed Esmat creó una publicación,

Publicación Feedback - Apps and integrations (Platform)

It is required to extract the integration log messages along with the details for analysis and reporting. This is expected to be done through both the UI and API calls.

They can only be browsed here:
https://.zendesk.com/admin/apps-integrations/integrations/logs

Publicado 02 sept 2022 · Ahmed Esmat

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Ahmed Esmat hizo un comentario,

ComentarioTicket management

"In a upcoming release, this will change so that views will use the schedule that is applied to the ticket."

What is the ETA?

Ver comentario · Publicado 10 jun 2022 · Ahmed Esmat

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Ahmed Esmat hizo un comentario,

ComentarioTicket editor, assignee, and requestor

The ability to edit closed tickets is extremely needed to be able to alter ticket fields values and tags. Use cases include modifying custom field values when they change, and correcting wrong values. Another use case is switching a custom ticket field type from free text to a drop-down field.

 

Ver comentario · Publicado 29 mar 2022 · Ahmed Esmat

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Ahmed Esmat hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

The ability to edit closed tickets is extremely needed to be able to alter ticket fields values and tags. Use cases include modifying custom field values when they change, and correcting wrong values. Another use case is switching a custom ticket field type from free text to a drop-down field.

Ver comentario · Publicado 29 mar 2022 · Ahmed Esmat

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Ahmed Esmat hizo un comentario,

ComentarioJira integration

Adding a ticket tag that starts with "jira_" also adds a label to the linked Jira issues. But how can it be removed from Jiras when removing it from the ticket?

Ver comentario · Publicado 23 mar 2022 · Ahmed Esmat

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Ahmed Esmat creó una publicación,

Publicación Feedback - Ticketing system (Support)

We need a custom ticket field that lists the agent groups and names similar to the Assignee field. This would help if consultancy is needed from L3 or Dev teams without re-assigning the tickets. This is different from Follower since it may contain many other internal users and cannot filter on a single value.

Publicado 02 nov 2021 · Ahmed Esmat

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Ahmed Esmat hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Strongly need to build triggers around light agents actions. 

Ver comentario · Publicado 26 oct 2021 · Ahmed Esmat

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