Paul Spencer

Currently, it's possible to allow ALL users on an org to view and comment on all tickets.

But it's only possible for individual users to view all tickets and NOT comment on them unless they are CC'd on the ticket

It might be an excellent improvement to allow individuals to View Only or View AND add comments, as some organizations have local application admins.

Hey Greg Katechis,

Interesting approach above. I have a need to update the requester by automation.

So my use-case is a customer only wants tickets logged by certain people, and if the ticket is not logged by anyone in a list, then provide a message on the ticket and change the requester to an approved person (Can be one nominated person).

I have automated the validation in Zapier so would love it if I could just make a simple API call using Zapier to update the requester. Can I just use this endpoint https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#update-ticket with the code you gave above 

{
    "ticket": {
        "requester_id": 123456 
    }

}

Hey ZD Team,

I would like the ability to enable draft mode using a macro.

I have macros that add public comments to tickets with placeholders that the agent has to edit. The old workaround was to make the comment internal, and then the agent could make it a public comment when they have replaced the placeholders; now, this is unavailable as a workaround (unless they cut & paste). so I would like to have the option to run the macro but add the comment as a draft public comment. Then, the agent could turn the draft off once they have populated all the placeholders.

Thanks

Cheers for the reply Ivan Miquiabas

Hi,

Fantastic feature, thanks. Can we record which SSO the users used to authenticate and have this shown in the ticket by adding a new field?

Basically, there is a way we can track the SSO a client is using so SSO1 or SSO2 and then that information is presented on the support ticket?

Thanks

Thanks for that Dwight Bussman, it's not quite what I'm after, as I'm not an admin of SFDC I don't think I would have permissions. I was hoping that maybe you guys had developed something in the background.

I'll try reaching out to support and see if they have any ideas.

Thanks again,

Paul

Hi,

Is there a way to force a sync for all organisation data from Salesforce to ZD?

We have had the integration in place for a few years now and I have added a new field to sync but of course this will only sync new or updated org's, I would like to refresh the info in ZD with the info in SFDC?

Thanks

Paul

Hey ZD,

Thanks for this. How would I add dates to this to see how many tickets an engineer has worked in a day/week regardless of where the ticket is or who it is assigned to now?

Hi,

I have a KPI dashboard but I want to send these out to my agents. I am aware I will have to create a copy of the dashboard for John, a copy for Frank and a copy for Paul. However when I set the filters to Paul and schedule the dashboard to be sent by email. 

When I received the dashboard the results were not filtered. How do you filter a dashboard so it can be scheduled? Without filtering each of the reports that make up the dashboard?

Thanks