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Ahmed Esmat

Adhésion le 16 avr. 2021

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Dernière activité le 07 nov. 2022

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Dernière activité effectuée par Ahmed Esmat

Ahmed Esmat a ajouté un commentaire,

CommentaireJira integration

Hello,

We are the post trigger for status updates and it is working fine when the Jira issue is linked to a single Zendesk Ticket. However, when we link multiple Zendesk tickets, none of them gets updated when the Jira is updated. Is there a solution or a workaround to this?

Regards,

Ahmed

Afficher le commentaire · Publication le 07 nov. 2022 · Ahmed Esmat

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Ahmed Esmat a créé une publication,

Publication Feedback - Ticketing system (Support)

lookup relationship fields is a great feature, but not fully integrated in workflows (macros, triggers, and automations). I have done some testing and found out If it is of user type:
- Cannot be used in views to filter on “(current user)”
- Cannot be used in trigger actions to send emails
- Cannot be sent an email in automations

Hope this is considered as an immediate requirement!

Publication le 06 oct. 2022 · Ahmed Esmat

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Ahmed Esmat a ajouté un commentaire,

CommentaireTicket customization

That is what I am looking for. But I have done some testing and found out If it is of user type:
- Cannot be used in views to filter on “(current user)”
- Cannot be used in trigger actions to send emails
- Cannot be sent an email in automations

So, that is not a complete solution/feature!

Is there any solution to this?

Afficher le commentaire · Modification le 09 oct. 2022 · Ahmed Esmat

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Ahmed Esmat a créé une publication,

Publication Feedback - Apps and integrations (Platform)

It is required to extract the integration log messages along with the details for analysis and reporting. This is expected to be done through both the UI and API calls.

They can only be browsed here:
https://.zendesk.com/admin/apps-integrations/integrations/logs

Publication le 02 sept. 2022 · Ahmed Esmat

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Ahmed Esmat a ajouté un commentaire,

CommentaireTicket management

"In a upcoming release, this will change so that views will use the schedule that is applied to the ticket."

What is the ETA?

Afficher le commentaire · Publication le 10 juin 2022 · Ahmed Esmat

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Ahmed Esmat a ajouté un commentaire,

CommentaireTicket editor, assignee, and requestor

The ability to edit closed tickets is extremely needed to be able to alter ticket fields values and tags. Use cases include modifying custom field values when they change, and correcting wrong values. Another use case is switching a custom ticket field type from free text to a drop-down field.

 

Afficher le commentaire · Publication le 29 mars 2022 · Ahmed Esmat

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Ahmed Esmat a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

The ability to edit closed tickets is extremely needed to be able to alter ticket fields values and tags. Use cases include modifying custom field values when they change, and correcting wrong values. Another use case is switching a custom ticket field type from free text to a drop-down field.

Afficher le commentaire · Publication le 29 mars 2022 · Ahmed Esmat

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Ahmed Esmat a ajouté un commentaire,

CommentaireJira integration

Adding a ticket tag that starts with "jira_" also adds a label to the linked Jira issues. But how can it be removed from Jiras when removing it from the ticket?

Afficher le commentaire · Publication le 23 mars 2022 · Ahmed Esmat

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Ahmed Esmat a créé une publication,

Publication Feedback - Ticketing system (Support)

We need a custom ticket field that lists the agent groups and names similar to the Assignee field. This would help if consultancy is needed from L3 or Dev teams without re-assigning the tickets. This is different from Follower since it may contain many other internal users and cannot filter on a single value.

Publication le 02 nov. 2021 · Ahmed Esmat

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Ahmed Esmat a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Strongly need to build triggers around light agents actions. 

Afficher le commentaire · Publication le 26 oct. 2021 · Ahmed Esmat

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