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jvon

Adhésion le 15 avr. 2021

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Dernière activité le 29 janv. 2024

Zendesk Luminary

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jvon a ajouté un commentaire,

CommentaireUsing Built by Zendesk apps

Does this app support custom ticket statuses?

I'm trying to hide a specific status from humans selecting, under the "Hide dropdown form options" I'm using:

[{"name": "custom_status_id", "value": "23115822598036"}]

But the custom ticket status is still showing.

 

Afficher le commentaire · Publication le 29 janv. 2024 · jvon

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CommentaireSecurity and user access in Zendesk Support

So - there's probably an opportunity for enhancement here with the Activity Type filters.

I was able to find the activity in the audit log -- the Activity Type displays as "Permanently Deleted" (capture.png)

However - the filters don't have "permanently deleted" as an option, only deleted. (capture2.png)

Also - kind of weird for this to reference my account name within the assigned organization and not my community name - not sure if that placeholder can be updated :)

Afficher le commentaire · Publication le 26 janv. 2024 · jvon

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CommentaireSecurity and user access in Zendesk Support

Are bulk deletion actions expected to be in the audit log?  We have a workflow which involves deleting duplicate tickets (long story....) while we see some tickets that are manually deleted one-by-one - we do not see tickets that are bulk deleted. 

Afficher le commentaire · Publication le 25 janv. 2024 · jvon

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Commentaire de la communauté Q&A - Objects, workspaces, and rules

Just in case anyone stumbles on this article (it was the first Google result for me) -- this has changed since originally posted as HTTP targets don't quite exist (URL targets now)

 

There's a great answer on how to do this with a webhook here: https://support.zendesk.com/hc/en-us/community/posts/4448547580826/comments/4465550123290

Afficher le commentaire · Publication le 22 sept. 2023 · jvon

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Commentaire de la communauté Feedback - Reporting and analytics (Explore)

I've previously set up calculated attributes on the ticket updates dataset to look at [Changes - Field Name], [Changes - Previous Value], and [Changes - New Value] to track when a tag is added to a ticket.  

Essentially the calculated attribute formula looks like this:


IF (
  [Changes - Field name] = "Ticket tags"
  AND
  NOT(CONTAINS([Changes - Previous value],"tag"))
  AND
  CONTAINS([Changes - New value],"tag")
  )
  THEN
    TRUE
   ELSE
     FALSE
   ENDIF

I was trying to set up something similar today and noticed that "Ticket Tags" no longer shows under the [Changes - Field Name] results and reports I've previously used to track these behaviors are now broken, which is pretty frustrating.

 

The only other way to track this now is by leveraging data we're collecting from the Support API Ticket Audits endpoint, which I think the majority of Zendesk customers wont have the time/effort/resources to do.

 

👎

Afficher le commentaire · Publication le 19 oct. 2022 · jvon

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Commentaire de la communauté Feedback - Ticketing system (Support)

I think "Set Tags" may be better labeled as "Replace all tags with" 

Couple related thoughts:

  • Remove the relationship between tags and custom field values (or hide the tags related to custom fields)
  • It would be great if as an admin I can permission who can use "Set Tags" or disable specific macro actions
  • It would also be nice if Rules/Automations could identify if tags were added/removed to the ticket rather than if they're currently present

 

Afficher le commentaire · Publication le 18 août 2022 · jvon

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Commentaire de la communauté Feedback - Voice (Talk)

This.

 

Voice contact center operations need this to understand utilization and occupancy is commonly a KPI for agents in my organization (along with others, I'm sure).

 

Seconding Amanda's request for reporting on all statuses -- I'd also like to know how many times an agent manually went into each status (in case someone is toggling quickly to avoid calls)

Afficher le commentaire · Publication le 10 janv. 2020 · jvon

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Commentaire de la communauté Feedback - Reporting and analytics (Explore)

+1 on this -- we need historical data for Talk availability beyond the summarized "total time" metrics. 

 

If an agent is avoiding calls by toggling into away and back to available really quick, we have no way to capture that unless we witness it.  We factor available/away time into our utilization reports - not being able to report on this at an agent level over time is causing us a bit of a headache

Afficher le commentaire · Publication le 02 mai 2019 · jvon

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