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Maik Künnemann

Incorporación 16 abr 2021

·

Última actividad 05 jul 2023

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Última actividad de Maik Künnemann

Maik Künnemann hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

We have the same issue - the linked EAP is no longer available. Whats the status of this? This was more than 2 years ago.

Ver comentario · Publicado 19 oct 2022 · Maik Künnemann

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Maik Künnemann hizo un comentario,

ComentarioTicket basics

There is a request, but still no feedback from the product manager Amisha Sharma  .

https://support.zendesk.com/hc/en-us/community/posts/4408860670106-Customize-Agent-Workspace

Ver comentario · Publicado 23 ago 2022 · Maik Künnemann

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Maik Künnemann creó una publicación,

Publicación Feedback - Ticketing system (Support)

If a reply to an already closed ticket ends up in the locked tickets and is subsequently restored, no connection is made to the original ticket. Accordingly, the note in the follow up ticket is missing and the agents do not know that it is a follow up ticket.

Publicado 22 ago 2022 · Maik Künnemann

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Maik Künnemann creó una publicación,

Publicación Feedback - Ticketing system (Support)

If I use a webhook with a ticket id placeholder inside the url, the activity log dont show any information about the used url. So I don't know anything about the request if the body was empty. Could you please add the request url to the activity log information?

Publicado 22 ago 2022 · Maik Künnemann

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Maik Künnemann hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Hi @... 

The last 3 years it was possible to activate a SLA with a ticket update via API and a empty end user comment body:

{
"ticket": {
"comment": {
"body": "",
"author_id": 376666831978,
"public": true
}
}
}

Since july 29 nothing happens anymore. Before the change, the SLA was started with such API request. See this screenshot:

 

We used this workflow for quite different cases, e.g.
- Starting the SLA for proactive tickets
- Starting the SLA after adding internal comments
- Restarting the SLA because only one public comment was sent as an intermediate message, but a follow-up message must be sent to the customer within a new SLA.

All these cases were realized with a trigger + webhook + the API call above.

So we have to know why was this changed? What are the new workarounds to realize the cases shown?

Ver comentario · Publicado 09 ago 2022 · Maik Künnemann

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Maik Künnemann hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Hi @... 

The last 3 years it was possible to activate a SLA with a ticket update via API and a empty end user comment body:

{
"ticket": {
"comment": {
"body": "",
"author_id": 376666831978,
"public": true
}
}
}

Since july 29 nothing happens anymore. Before the change, the SLA was started with such API request. See this screenshot:

 

We used this workflow for quite different cases, e.g.
- Starting the SLA for proactive tickets
- Starting the SLA after adding internal comments
- Restarting the SLA because only one public comment was sent as an intermediate message, but a follow-up message must be sent to the customer within a new SLA.

All these cases were realized with a trigger + webhook + the API call above.

So we have to know why was this changed? What are the new workarounds to realize the cases shown?

Ver comentario · Publicado 09 ago 2022 · Maik Künnemann

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Maik Künnemann hizo un comentario,

ComentarioExtending Zendesk

If I use a webhook with a ticket id placeholder inside the url, the activity log dont show any information about the used url. So I don't know anything about the request if the body was empty. Could you please add the request url to the activity log information?

Ver comentario · Publicado 03 ago 2022 · Maik Künnemann

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Maik Künnemann hizo un comentario,

ComentarioTicket management

The problem is the wrong check mark, not the visible ticket. The ticket can be in the view, but not with a check mark for "skill match", when the other view said "no skill match"

Ver comentario · Publicado 01 ago 2022 · Maik Künnemann

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Maik Künnemann hizo un comentario,

ComentarioTicket management

Hi @... there is a bug if a ticket has no skills:

- the view column "skill match" said "match"

- the view condition "skills" said "no match"

It must be equal - either a ticket without skills is interpreted as "no match" or "match" - but not once like this and once like that!

Ver comentario · Publicado 22 jul 2022 · Maik Künnemann

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Maik Künnemann hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Hello Amisha Sharma we talked about the topic from Gail. Do you have an update for this feature?

Ver comentario · Publicado 20 jul 2022 · Maik Künnemann

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