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jvon
Adhésion le 15 avr. 2021
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Dernière activité le 29 janv. 2024
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Dernière activité effectuée par jvon
jvon a ajouté un commentaire,
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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jvon a ajouté un commentaire,
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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jvon a ajouté un commentaire,
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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jvon a ajouté un commentaire,
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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jvon a ajouté un commentaire,
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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jvon a ajouté un commentaire,
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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jvon a ajouté un commentaire,
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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jvon a ajouté un commentaire,
+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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