Recherches récentes
Pas de recherche récente

Heather Cook
Adhésion le 15 avr. 2021
·
Dernière activité le 18 avr. 2024
Suivis
0
Abonnés
0
Activité totale
91
Votes
14
Abonnements
67
APERÇU DES ACTIVITÉS
BADGES
ARTICLES
PUBLICATIONS
COMMENTAIRES DE LA COMMUNAUTÉ
COMMENTAIRES SUR L’ARTICLE
APERÇU DES ACTIVITÉS
Dernière activité effectuée par Heather Cook
Heather Cook a ajouté un commentaire,
This is an odd issue.
I agree with Steve. If a trigger is setting the subject of the ticket, then your notification is sending with ticket title. It should work.
I would check the order in your events. Is it a macro or trigger setting the subject? Is that macro or trigger running before the notification is sent? Otherwise it could be that the notification is being sent before the subject is being set.
Notification triggers should normally be last in your trigger order, that way all the logic runs on your ticket first. Then people are notified about it.
Afficher le commentaire · Publication le 18 avr. 2024 · Heather Cook
0
Abonnés
0
Votes
0
Commentaire
Heather Cook a ajouté un commentaire,
Hi there,
If you are doing it from the Support side, then I agree with Stacey.
I would create a View that shows all those ticket in PENDING you want to change.
Then select all (checkbox top of the list of tickets).
Select edit (bottom of list of tickets)
You'll get a pop up. Then change status like you would normally. Select the arrow and change to OPEN or SOLVED.
You won't be able to change back to NEW. Once its moved from NEW, you can;t change back. *maybe by the API… but i've never tried that).
Afficher le commentaire · Publication le 12 avr. 2024 · Heather Cook
0
Abonnés
0
Votes
0
Commentaire
Heather Cook a ajouté un commentaire,
You can also include ticket properties :-) E.g:
{
"properties": {
"IncidentNumber": "{{ticket.id}}",
"Zendesk Group Name": "{{ticket.group.name}}",
"Incident Title":"{{ticket.title| truncate:'100'}}",
"Incident Description": "{{ticket.latest_comment.value | truncate:'20000'}}",
"Requestor": "{{ticket.requester.name}} ({{ticket.requester.email}})"
}
Afficher le commentaire · Publication le 09 janv. 2024 · Heather Cook
0
Abonnés
0
Votes
0
Commentaire
Heather Cook a ajouté un commentaire,
Hey Zen,
We actually have a use case where we do this. One of support teams has a home grown, "light" website, that connects to many systems via API and pulls in information. So they don't have to log in to many places.
It can 100% be done via API to connect to Zendesk.
We first focused on ticket creation from our website to Zendesk Support.
- We made sure all the fields and forms were created first.
- We kept the fields all as text only.
- The field conditions and field restrictions (like length, numbers only, etc) we built into the website and not Zendesk. Allowing for this to be easier to change in the future.
- On submitting from the website the ticket is created and we still route to a GROUP.
- All the Agents still need to have access to Zendesk and be part of the right GROUPs, as this drives proper access controls (they dont actually log in to Zendesk Support, but we keep that logic in Zendesk side and pulled via the API by the website).
Then the next step for us was how to view tickets and manage them.
- This is where we could build it anyway we wanted look and feel, but we made sure Zendesk Support was the source of truth for access controls. If Agent A is part of GROUP X, then they can see these tickets.
- Also to protect your API, we introduce manual refresh and a 15 minute auto-refresh. So the agent can choose to trigger the refresh of tickets.
Hope this helps
Afficher le commentaire · Publication le 09 janv. 2024 · Heather Cook
0
Abonnés
0
Votes
0
Commentaire
Heather Cook a ajouté un commentaire,
Hey
We use webhooks to do quite a few options like adding comments to tickets or creating tickets.
First you have to create the webhook (Admin > Apps and integrations > Webhooks)
Once that is set up you can then create the logic. Eg if ticket field X is Y then the action of that trigger is to "Notify by > Active webhook".
You can then write your JSON body.
Afficher le commentaire · Publication le 09 janv. 2024 · Heather Cook
0
Abonnés
0
Votes
0
Commentaire
Heather Cook a ajouté un commentaire,
Hey Deke Marquardt - looks like you have had quite a few other responses, and we follow the same reminder email that others have mentioned. I think the difference for us, is we have combined the closure email and CSAT.
So our format is like this if we have no response:
- (Automation) reminder once the ticket has been pending status for 3 business days.
- (Automation) a second reminder once the ticket has been pending an additional 3 business days.
- (Automation) move the ticket to solved after another 3 business days if no response.
- (Trigger) Email to the requester that their ticket was solved, no CSAT requested.
Our format if we do get a response:
- The agent moved the ticket to solved status.
- (Trigger) email sent confirming the ticket is solved, including the most recent public comment and CSAT.
Afficher le commentaire · Publication le 11 déc. 2023 · Heather Cook
0
Abonnés
0
Votes
0
Commentaire
Heather Cook a ajouté un commentaire,
How do I disable side conversations for CLOSED tickets?
Afficher le commentaire · Publication le 01 juin 2021 · Heather Cook
0
Abonnés
0
Votes
0
Commentaire
Heather Cook a ajouté un commentaire,
How do you deal with Agent only content? Content that can help Agents solve Customer issues, specifically if an Agent was new and didn't know the procedures.
Afficher le commentaire · Publication le 30 avr. 2019 · Heather Cook
0
Abonnés
0
Votes
0
Commentaire
Heather Cook a ajouté un commentaire,
Do you have an pictures of it working? What could it look like?
Afficher le commentaire · Publication le 18 juin 2018 · Heather Cook
0
Abonnés
0
Votes
0
Commentaire
Heather Cook a ajouté un commentaire,
How do you keep information up to date when it comes from many sources? Do you have a workflow to tag articles or get notified when articles haven't been viewed or updated in a period of time? Also how do you deal with translations?
Afficher le commentaire · Publication le 15 juin 2018 · Heather Cook
0
Abonnés
0
Votes
0
Commentaire