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Kieran Thorpe's Avatar

Kieran Thorpe

Incorporación 15 abr 2021

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Última actividad 05 jul 2023

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Última actividad de Kieran Thorpe

Kieran Thorpe hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Sorry i know this is ages since you asked me to clarify but i missed your response.

as i understand it, Using a webhook will only apply at the point of a ticket update being submitted, this means that any fields we want to intelligently populate based on a previous fields answer cannot be set as required fields, in our cases there are also going to be scenarios where some answers result in it being populated but some that would not - however i would not then want agents to have to option to just leave the field blank.

Ver comentario · Publicado 05 jul 2023 · Kieran Thorpe

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Kieran Thorpe hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

This was on the roadmap for 2022 which is almost over and we have not heard anything?

Ver comentario · Publicado 30 nov 2022 · Kieran Thorpe

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Kieran Thorpe hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Id love to be able to do this too. Using the workaround above isn't feasible as that means I cant set the fields I want to be filled in as required opening us up to sloppy ticket logging.

 

John DiGregorio - Not sure I'm following what you mean? Could you explain in a little more detail?

Ver comentario · Editado 21 jul 2022 · Kieran Thorpe

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Kieran Thorpe hizo un comentario,

ComentarioTicket customization

Ver comentario · Publicado 04 may 2022 · Kieran Thorpe

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Kieran Thorpe hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

The original functionality as outlined by Sean above seems to have stopped working now and we cant even add existing attachments to Jira escalated tickets, is this intentional?

Ver comentario · Publicado 05 abr 2022 · Kieran Thorpe

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Kieran Thorpe hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

We also need this, it causes us a huge headache as our support team who triage requests and then need to be able to send tickets through to our dev team who work solely in Jira.

 

Without being able to attach files it makes it super hard for our dev team to verify, write acceptance criteria and do impact assessment with only partial information.

Ver comentario · Editado 11 mar 2022 · Kieran Thorpe

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Kieran Thorpe hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

We would also really like to see this, many of the other mentioned use cases are relevant to us. But from a support point of view, one of the key issues we have is with incident and problem management.

I'm currently stuck with countless incidents open as I wont allow the related problem ticket to be closed until the team have attached a full RCA. It gets messy using follow up tickets and is much easier to add the relevant information to the problem, unfortunately it can take some time to put this together and often the ticket is closed by the time this is done.

alternatively I have to have my agents manually closing the incidents down which defeats the object of the incident/problem linking in Zendesk. This is also made impossible with the current issues we face with bulk ticket updating due to the amount of fields we have available.

Ver comentario · Publicado 11 mar 2022 · Kieran Thorpe

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Kieran Thorpe hizo un comentario,

ComentarioTicket management

Did product feedback ever get created for the fact all active fields are shown? In our case there are literally hundreds of fields spread across the various business functions that use them and when we come to bulk edit a ticket its almost unusable

Ver comentario · Publicado 08 dic 2021 · Kieran Thorpe

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Kieran Thorpe hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

this is based on your subscription level I believe, you need enterprise version of explore to get real-time updates to dashboards you make

Ver comentario · Publicado 16 nov 2021 · Kieran Thorpe

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Kieran Thorpe hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

great idea!

Ver comentario · Publicado 16 nov 2021 · Kieran Thorpe

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