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Ahmed Zaid's Avatar

Ahmed Zaid

Incorporación 10 feb 2022

·

Última actividad 20 feb 2025

Zendesk LuminaryUser Group LeaderCommunity Moderator

Certified Zendesk Expert (App developer & Administrator) | Technology Partner

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983

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841

RESUMEN DE LA ACTIVIDAD

Última actividad de Ahmed Zaid

Ahmed Zaid hizo un comentario,

Comentario de la comunidad Feedback - Developer Platform

+1

I would even pay for this feature as it would save me a lot of effort handling the redirect on our infrastructure.

Ver comentario · Publicado 20 feb 2025 · Ahmed Zaid

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Ahmed Zaid hizo un comentario,

Comentario de la comunidad Feedback - Zendesk AI and automation

Hello,

I am experiencing the same issue like some of you recently, where tickets are solved as if the end-user clicked “Yes, close my request” without them knowingly doing so.

I am suspecting this is due to link expanders, similar to this issue where safe link or url expander service automatically opens the link in the email to close the issue. My suspension is because some of the reported cases are solved immediately when it would not have been possible for the customer to go through the article. I am not sure how to verify my suspicion about this yet.

Ver comentario · Publicado 03 feb 2025 · Ahmed Zaid

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Ahmed Zaid hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

+1

Ver comentario · Publicado 21 ene 2025 · Ahmed Zaid

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Ahmed Zaid hizo un comentario,

Comentario de la comunidad Developer - Zendesk APIs

Hello Berkay Senocak,

I believe what you are looking for is a conversation integration, previously known as SunCo Webhook. You can find more details here https://support.zendesk.com/hc/en-us/articles/4576083789850-Creating-conversations-integrations-in-Admin-Center

I hope that works for you.

Ver comentario · Publicado 10 ene 2025 · Ahmed Zaid

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Ahmed Zaid hizo un comentario,

ComentarioAccount settings of the ticketing system

Hello,

Few months ago, when I moved to Queue-based routing and disabled the trigger that added omnichannel_routing tag to email tickets, this feature has stopped working, so I had to roll back the configuration.

Can you please confirm if a routing tag is still needed for this feature with queue-based routing?

Ver comentario · Publicado 07 ene 2025 · Ahmed Zaid

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Ahmed Zaid hizo un comentario,

Comentario de la comunidad Feedback - Zendesk AI and automation

+1

All EU languages are crucial to us

Ver comentario · Publicado 02 ene 2025 · Ahmed Zaid

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Ahmed Zaid creó una publicación,

Publicación Feedback - Developer Platform

Feature Request Summary:

I would like an API endpoint available for agents that can query other agents' statuses and capacity.

Description/Use Cases: 

Using Omnichannel routing, it is possible to manage assignment to agents based on status and capacity. However, this does not prevent manual assignment. So anyone can assign a ticket to an agent who is "Out of Office" or at maximum capacity. To tackle this limitation in the agent workspace, an app would need an endpoint that can GET other agents' status and capacity.

Business impact of limitation or missing feature:

Handling time is severely affected when tickets are manually assigned to unavailable agents. If dashboards are not monitored in time, 

Other necessary information or resources:

Expanding allowed roles for this endpoint would solve this feature request:

https://developer.zendesk.com/api-reference/agent-availability/agent-availability-api/agent_availabilities/#get-an-agents-availability

Publicado 19 dic 2024 · Ahmed Zaid

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Ahmed Zaid hizo un comentario,

Comentario de la comunidad Q&A - Tickets and email

Hello Daniel Rafeedie I have this exact problem. Did you manage to find a solution?

Ver comentario · Publicado 19 dic 2024 · Ahmed Zaid

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Ahmed Zaid hizo un comentario,

ComentarioCustom data

Hi Ashwin Raju 

I love the latest update, but I feel that it blurred the line between name and external ID fields. All my use cases are now possible, but I feel that my setup is less clean and more like a workaround.

I would love to keep the name and ID functions separate (e.g. external ID is a serial number, and name is the actual name of the asset) yet be able to search my records in a lookup field by external ID.

Ver comentario · Editado 04 dic 2024 · Ahmed Zaid

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Ahmed Zaid hizo un comentario,

Comentario de la comunidad Q&A - Reporting and analytics

Hi Rich Shupe ,

Sorry there was an incident few months ago that led to all my contributions being deleted by mistake. The solution for this one is to always add the year before the month in the attributes section. It should look like this

Let me know if that works.

Ver comentario · Publicado 20 nov 2024 · Ahmed Zaid

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