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Maik Künnemann

Adhésion le 16 avr. 2021

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Dernière activité le 05 juil. 2023

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Dernière activité effectuée par Maik Künnemann

Maik Künnemann a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

We have the same issue - the linked EAP is no longer available. Whats the status of this? This was more than 2 years ago.

Afficher le commentaire · Publication le 19 oct. 2022 · Maik Künnemann

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Maik Künnemann a ajouté un commentaire,

CommentaireTicket basics

There is a request, but still no feedback from the product manager Amisha Sharma  .

https://support.zendesk.com/hc/en-us/community/posts/4408860670106-Customize-Agent-Workspace

Afficher le commentaire · Publication le 23 août 2022 · Maik Künnemann

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Maik Künnemann a créé une publication,

Publication Feedback - Ticketing system (Support)

If a reply to an already closed ticket ends up in the locked tickets and is subsequently restored, no connection is made to the original ticket. Accordingly, the note in the follow up ticket is missing and the agents do not know that it is a follow up ticket.

Publication le 22 août 2022 · Maik Künnemann

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Maik Künnemann a créé une publication,

Publication Feedback - Ticketing system (Support)

If I use a webhook with a ticket id placeholder inside the url, the activity log dont show any information about the used url. So I don't know anything about the request if the body was empty. Could you please add the request url to the activity log information?

Publication le 22 août 2022 · Maik Künnemann

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Maik Künnemann a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Hi @... 

The last 3 years it was possible to activate a SLA with a ticket update via API and a empty end user comment body:

{
"ticket": {
"comment": {
"body": "",
"author_id": 376666831978,
"public": true
}
}
}

Since july 29 nothing happens anymore. Before the change, the SLA was started with such API request. See this screenshot:

 

We used this workflow for quite different cases, e.g.
- Starting the SLA for proactive tickets
- Starting the SLA after adding internal comments
- Restarting the SLA because only one public comment was sent as an intermediate message, but a follow-up message must be sent to the customer within a new SLA.

All these cases were realized with a trigger + webhook + the API call above.

So we have to know why was this changed? What are the new workarounds to realize the cases shown?

Afficher le commentaire · Publication le 09 août 2022 · Maik Künnemann

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Maik Künnemann a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Hi @... 

The last 3 years it was possible to activate a SLA with a ticket update via API and a empty end user comment body:

{
"ticket": {
"comment": {
"body": "",
"author_id": 376666831978,
"public": true
}
}
}

Since july 29 nothing happens anymore. Before the change, the SLA was started with such API request. See this screenshot:

 

We used this workflow for quite different cases, e.g.
- Starting the SLA for proactive tickets
- Starting the SLA after adding internal comments
- Restarting the SLA because only one public comment was sent as an intermediate message, but a follow-up message must be sent to the customer within a new SLA.

All these cases were realized with a trigger + webhook + the API call above.

So we have to know why was this changed? What are the new workarounds to realize the cases shown?

Afficher le commentaire · Publication le 09 août 2022 · Maik Künnemann

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Maik Künnemann a ajouté un commentaire,

CommentaireExtending Zendesk

If I use a webhook with a ticket id placeholder inside the url, the activity log dont show any information about the used url. So I don't know anything about the request if the body was empty. Could you please add the request url to the activity log information?

Afficher le commentaire · Publication le 03 août 2022 · Maik Künnemann

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Maik Künnemann a ajouté un commentaire,

CommentaireTicket management

The problem is the wrong check mark, not the visible ticket. The ticket can be in the view, but not with a check mark for "skill match", when the other view said "no skill match"

Afficher le commentaire · Publication le 01 août 2022 · Maik Künnemann

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Maik Künnemann a ajouté un commentaire,

CommentaireTicket management

Hi @... there is a bug if a ticket has no skills:

- the view column "skill match" said "match"

- the view condition "skills" said "no match"

It must be equal - either a ticket without skills is interpreted as "no match" or "match" - but not once like this and once like that!

Afficher le commentaire · Publication le 22 juil. 2022 · Maik Künnemann

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Maik Künnemann a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Hello Amisha Sharma we talked about the topic from Gail. Do you have an update for this feature?

Afficher le commentaire · Publication le 20 juil. 2022 · Maik Künnemann

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