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Sam
Adhésion le 15 avr. 2021
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Dernière activité le 24 sept. 2024
Zendesk administrator for Lyft, Inc. Zendesk admin since 2012.
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Dernière activité effectuée par Sam
Sam a ajouté un commentaire,
Hi Ben Wilcox !
My guess is that it has not reached your tenant yet. Rollouts are through Oct. 4. I'd reach out to your rep and ask if they have done it for your Zendesk instance yet!
-Sam
Afficher le commentaire · Publication le 24 sept. 2024 · Sam
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Afficher le commentaire · Publication le 24 juil. 2024 · Sam
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Sam a ajouté un commentaire,
Hi Heather Eeles !
I would recommend checking into Tag Instructor - it can show a heads-up display in Support based on a tag present in a profile/org/ticket. Hope this helps!
Sam
Afficher le commentaire · Publication le 19 juil. 2024 · Sam
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Sam a ajouté un commentaire,
Hi Heather Eeles !
I would recommend checking into Tag Instructor - if a profile/org/ticket has a certain tag on it, it can do a heads-up display. Hope this helps!
Sam
Afficher le commentaire · Publication le 19 juil. 2024 · Sam
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Sam a ajouté un commentaire,
Hi Katherine Allen ! This won't solve every use case presented, but the Tag Instructor app might be useful. It looks at tags associated to users/orgs/tickets and can display warnings and pop-ups based on those tags. For example, if a ticket is submitted by a user who has a VIP tag on their profile, an alert could pop up within the ticket telling the agent as much. Hope this helps!
Afficher le commentaire · Publication le 13 juin 2024 · Sam
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Sam a ajouté un commentaire,
In our case, we have users who are both employees and customers of our product (we are in healthcare). Occasionally an employee might sign up for their customer account using their work email address, causing their account to upgrade due to our SSO. Eventually we figure that out, but it is possible the user might have hundreds+ tickets assigned to them by then. It would be easier for us to preserve that information at an agent-level merge than downgrade, merge, then re-upgrade.
Afficher le commentaire · Publication le 13 juin 2024 · Sam
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Sam a ajouté un commentaire,
Hi Admin!
This is not possible natively through the web interface currently (unless you would like generic text instead of trying to retrieve specific values from the ticket content) but it is possible through the API, as long as the content follows some kind of patten.
Example: If each ticket comes in as “System has experienced a problem with {{service}} and it needs attention” you could retrieve whatever the {{service}} is and post that to the custom field.
If you have the ability to run a server-side Bash script, let me know and I would be happy to provide a copy to you. In my past use, we had it running a few times a day server-side to query and manipulate tickets.
Afficher le commentaire · Publication le 06 juin 2024 · Sam
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Sam a ajouté un commentaire,
James Skene Are you trying to populate the data from a custom field using JavaScript on the submission form itself? Do you have a copy or screenshot of the section of code you are attempting to use (but isn’t working)?
Afficher le commentaire · Publication le 05 juin 2024 · Sam
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Sam a ajouté un commentaire,
Hi James Skene !
Since end users are the ones submitting tickets, the description would go in as a public comment. One thing to explore might be to have a generic “We've received your ticket” (or something similar) message post as the description, then once the ticket is received, have a trigger with a webhook that posts an internal note to the ticket with all the details the agent needs.
Hope this helps!
Sam
Afficher le commentaire · Publication le 04 juin 2024 · Sam
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Sam a ajouté un commentaire,
I’ve done this by running a script on a server which would search matching tickets via the API and then parse the text and push the returned values up to ticket fields. If this is something that would be helpful I’m happy to provide it!
Afficher le commentaire · Publication le 03 juin 2024 · Sam
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