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David Rose

Adhésion le 15 avr. 2021

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Dernière activité le 20 juin 2024

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David Rose a ajouté un commentaire,

CommentaireSlack integration

JJ Breen mmm, oddly the " - comment truncated" string appears on some truncated tickets but not on others. Can't see any logic to why though.

Afficher le commentaire · Publication le 03 mars 2023 · David Rose

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David Rose a ajouté un commentaire,

CommentaireSlack integration

@... thanks for the multiple trigger suggestion, that's now working.

JJ Breen thanks for the liquid markup pointer, I've kind of got it working (but not quite), don't know if you can see what I've done wrong ?

"PRIVATE COMMENT": {% assign truncated_string = ticket.latest_comment | replace: '\n+', '\n' | truncate: 500, "" %}
{{ truncated_string }}{% if ticket.latest_comment.size > truncated_string.size %}{{ " - comment truncated" }}{% endif %}

What it supposed to do is replace multiple blank lines with just one, for those users that like to add surplus blank lines. This doesn't see to work, so either the string doesn't use \n or my code is wrong (very likely). Also after the string has been truncated (which does work) the second part is supposed to amend the string " - comment truncated." I don't seem to be able to get this to work - tried a number of different formats such as that above and without a {{ }} around the 
" - comment truncated" string, but that string never appears in slack.

Afficher le commentaire · Publication le 03 mars 2023 · David Rose

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David Rose a ajouté un commentaire,

CommentaireSlack integration

JJ Breen thanks for that info. Where can I find some documentation on liquid markup ?
I'd be happy truncating the message without a "Show More" link

I'd also love to be able to remove any links that Slack can't render e.g

![](https://mysubdomain.zendesk.com/attachments/token/0TOUfH2CV8jkm7J9GWxIJ0fmD/?name=image437992.png) ![](https://mysubdomain.zendesk.com/attachments/token/4F2waps0vMYcptSO5i0d3w8PF/?name=image078990.png)

as they're pretty useless and many of our customers have 5 or 6 images in the email footer, which just takes up message space.

Afficher le commentaire · Publication le 02 mars 2023 · David Rose

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David Rose a ajouté un commentaire,

CommentaireSlack integration

We also need to be able to turn off threads. The tickets are just overwhelming the threads virtual channel and our users are complaining that everything else is being hidden in the noise.

 

Afficher le commentaire · Publication le 02 mars 2023 · David Rose

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David Rose a ajouté un commentaire,

CommentaireSlack integration

Fatima Sbeih agreed - I can't see any way in slack to show whether this was a response from the customer or the agent.


Afficher le commentaire · Publication le 01 mars 2023 · David Rose

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David Rose a ajouté un commentaire,

CommentaireSlack integration

Ah glad I wasn't the only one caught out I lost our legacy integrations today and had to reschedule a load of other work to fix this.
Pretty poor show from Zendesk really. I've double checked and I've had no reminder emails about this during the past 3 months and would it have been that difficult to get the legacy or new addon (as we already had it installed) to post something to slack as an indication too.

Afficher le commentaire · Publication le 01 mars 2023 · David Rose

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David Rose a ajouté un commentaire,

CommentaireSlack integration

Is there anyway to see within Slack if this is a public or private comment ?

Also, with the Legacy trigger the first few lines of the ticket were displayed in Slack along with a "see more..." link. With the new trigger, the whole comment is displayed, which can be 2 or 3 Slack screens long, making the integration difficult to use successfully. Is there any plan for a "shortened comment" placeholder ?

Afficher le commentaire · Modification le 01 mars 2023 · David Rose

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David Rose a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Maybe I'm old and cynical, but I do find it frustrating that Zendesk are able to find time and money to fund and publicize a clinical facility at a local hospital but can't manage to develop such a basic, necessary and much requested feature.
I'm assuming that it was really profit from my fees that was ultimately used to pay for this philanthropic venture, whereas, really I'd rather this money was spent on making the product work for me.

Afficher le commentaire · Publication le 26 janv. 2018 · David Rose

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David Rose a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

@Charlie Fellenbaum - I couldn't have put it better myself.

Afficher le commentaire · Publication le 27 sept. 2017 · David Rose

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David Rose a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Any news Zendesk ? This is kind of a critical feature.

Afficher le commentaire · Publication le 12 avr. 2015 · David Rose

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