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Susan Maher

Adhésion le 15 avr. 2021

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Dernière activité le 22 mars 2022

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Susan Maher a ajouté un commentaire,

CommentaireTriggers and automations

I see you got your answer, 

Afficher le commentaire · Publication le 22 mars 2022 · Susan Maher

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CommentaireTriggers and automations

Matthew,   

 

We use Okta in our organization to logon to Zendesk.  

Afficher le commentaire · Publication le 22 mars 2022 · Susan Maher

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Commentaire de la communauté Feedback - Ticketing system (Support)

Andrew,

There is a lengthy discussion in this thread https://support.zendesk.com/hc/en-us/articles/227164988 that may clarify your question.. 

I explain in there how we are using custom fields.  However, I marvel at your question.  To be able to accomplish a semblance of a solution with custom fields requires not only defining fields, but triggers, maintenance when people come and go in more than one area of the product, ensuring that tags are not duplicate, the fact that custom fields are not smart and you are not able to do things like if owner is current user, or notify owner, etc. 

Using the CCs is a shortsighted suggestion.  Even with the advent of followers and CCs you may be sending things to people who could care less.  I can go on all day. 

Yes, I have a solution that works for us.  But it is not ideal, it is patchwork and prone to errors.  I have to monitor it constantly, use targets (and you know what Zendesk disclaimer is about targets), and fix errors. 

When we set up Zendesk, we tried your suggestion of leaving the assignee constant and have a custom field for the actual assignee.  But, again, custom fields are not smart and therefore that did not work for us.  Our processes failed. 

I suggest that there is another solution for Zendesk, smarten up the custom fields.  Let us use them in comparisons, send emails to them, if they contain the same data allow us to define the same field twice and use it with different data. 

How about that? 

 

Afficher le commentaire · Publication le 04 sept. 2020 · Susan Maher

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Commentaire de la communauté Feedback - Ticketing system (Support)

Last night I was able to implement the suggestions in this article (and others) and I am able to add either a public or a private comment using the trigger.  

My case was on where during a process one of the fields was either not entered or entered incorrectly.  The note reminds the user to enter the field correctly and explains what to do.  

As suggested previously all I had to do was add a Target in the Extensions panel and then create my triggers.  

Try the recommendations here.  They work.  The most difficult thing for me was to figure out how to enter a private note.  When you create the Target url use the following:

https://subdomain.zendesk.com/api/v2/tickets/{{ticket.id}}.json?ticket[comment][public]=false+

I was very pleased and it was not very hard.  DISCLAIMER:  As said before, Zendesk does not encourage people to do this types of implementations as they may cause other issues.  

Afficher le commentaire · Publication le 30 avr. 2020 · Susan Maher

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Commentaire de la communauté Feedback - Ticketing system (Support)

Recently we noticed that some users that were suspended have become unsuspended however we do not have any entries in the log.  This is very serious as these users need to remain suspended.  We have no way of identifying who performed this action.  Please consider improving the log and the ability to retrieve information from it without just merely scrolling through. 

Afficher le commentaire · Publication le 03 janv. 2020 · Susan Maher

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Commentaire de la communauté Feedback - Ticketing system (Support)

Please add me as an interested party to this request.  Our tickets get long and attachments may be scattered across comments that are far apart.  It is very time consuming to actually find the correct attachment.  It would also be beneficial to be able to rename attachments.  Some attachments have esoteric names that do not denote their content.  We have to open each attachment to know what it is.  

Afficher le commentaire · Publication le 27 août 2018 · Susan Maher

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Commentaire de la communauté Feedback - Help Center (Guide)

I would like to add my request for this feature. We have a need to have a template for all articles so we can provide the same look and feel.  Cloning will allow us to have a template in the Knowledge base that can be cloned. 

 

Afficher le commentaire · Publication le 10 janv. 2018 · Susan Maher

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Commentaire de la communauté Discussion - Tips and best practices from the community

Thank you Justin.  I have created Triggers and also used part of your macro.  I just was wondering if there was a Holy Grail I didn't find.  

 

Afficher le commentaire · Publication le 07 nov. 2017 · Susan Maher

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Commentaire de la communauté Discussion - Tips and best practices from the community

Do you support more than one product?  If so, we sell in excess of 150 software products.  We have about 100 development teams that take care of bugs.  In your macro you appear to be setting the Group to L2.  Do you have to create one macro per L2 team? 

Afficher le commentaire · Publication le 06 nov. 2017 · Susan Maher

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Commentaire de la communauté Feedback - Ticketing system (Support)

I agree with the comments above.  We need the ability to customize which fields the dashboard shows.  In essence, we need the ability to customize the Home screen.

Afficher le commentaire · Publication le 01 nov. 2017 · Susan Maher

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