Thomas de Silva

1. Comunidad
2. Talk - Troubleshooting and Q&A
3. Has the "Missed Calls" handling changed?

Hi Wolf Hilbl   Can you please check if "Create ticket for abandoned calls?" is still enabled for all your numbers?   #helpsome regards,Thomas de SilvaZendesk Consultant @ helphouse.io

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• Thomas de Silva
• Creación 17 de enero de 2020 10:27
• 0 votos

1. Comunidad
2. Support - Business Rules - Triggers, Macros, & Automations
3. Solved Tickets Approval

Hi Opeyemi Alonge   Can you describe the workflow a bit more detailed? E.g. What should happen when agent solved for approval. Do you need to send communication to end-user or can the message to en...

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• Thomas de Silva
• Creación 15 de enero de 2020 07:45
• 0 votos

1. Comunidad
2. Support - Troubleshooting and Q&A
3. Trigger to set drop down field value based on value in numeric field

Hi JoAnne Wells. It is not possible to check for the value in a numeric field in Triggers.   What you could do is to replace the numeric field with a dropdown field containing the required number r...

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• Thomas de Silva
• Creación 15 de enero de 2020 07:27
• 1 voto

1. Comunidad
2. Support - Troubleshooting and Q&A
3. Is there a way to display tickets with the same requests from the same users?

Hi Maksim Ugolnikov.   Please take a look at these 2 apps: User Data Show Related Tickets   #helpsome regards,Thomas de SilvaZendesk Consultant @ helphouse.io

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• Thomas de Silva
• Creación 15 de enero de 2020 07:13
• 1 voto

1. Comunidad
2. Support - Troubleshooting and Q&A
3. Autoresponder Trigger Not Being Recorded in the conversation!?

Hi Shane Smith   Yes either Zendesk Professional Services or one of the Zendesk Implementation Partners.   Please let me know if you need anything else. #helpsome regards,Thomas de SilvaZendesk Con...

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• Thomas de Silva
• Editado 13 de enero de 2020 10:17
• 0 votos

1. Comunidad
2. Support - Troubleshooting and Q&A
3. Autoresponder Trigger Not Being Recorded in the conversation!?

Hi Shane Smith and Kyle Davis It is actually possible. First, you have to set up an API key. Then create an HTTP target that "PUT" "JSON" into the following endpoint: https://yoursubdomain.zendesk....

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• Thomas de Silva
• Editado 13 de enero de 2020 10:10
• 0 votos

1. Comunidad
2. Support - Business Rules - Triggers, Macros, & Automations
3. Auto Assignment depending on Agent Shift

Hi Shashank Agrawal.   Please take a look at the Round Robin app, I think it would do the trick. #helpsome regards,Thomas de SilvaZendesk Consultant @ helphouse.io

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• Thomas de Silva
• Creación 13 de enero de 2020 06:30
• 0 votos

1. Comunidad
2. Support - Troubleshooting and Q&A
3. Change of time and SLAs

Hi Benedikt Depta.   I haven't been able to find it mentioned in the Schedules articled, however, as far as I can see in our own Zendesk, the Schedules applied to the tickets considers summer/winte...

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• Thomas de Silva
• Creación 13 de enero de 2020 06:21
• 0 votos

1. Support
2. ...
3. Tickets
4. What is the difference between a Solved ticket and a Closed ticket?

Hi Sonia Radaelli   What you suggest is a change to the core functionalities in Zendesk, but please feel free to post your solution in the Product Feedback section   #helpsome regards,Thomas de Sil...

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• Thomas de Silva
• Creación 13 de enero de 2020 05:53
• 0 votos

1. Comunidad
2. Talk - Product Feedback
3. Availibility for Callback Option in IVR!

Hi Christoph Kutz   Please do as follows: Enable callback. Save the respective greeting as "IVR Greeting" Go to the IVR Section and go to edit route for each route and add the greeting here Let m...

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• Thomas de Silva
• Editado 7 de enero de 2020 09:41
• 0 votos