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Ahmed Zaid

Adhésion le 10 févr. 2022

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Dernière activité le 20 févr. 2025

Zendesk LuminaryUser Group LeaderCommunity Moderator

Certified Zendesk Expert (App developer & Administrator) | Technology Partner

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APERÇU DES ACTIVITÉS

Dernière activité effectuée par Ahmed Zaid

Ahmed Zaid a ajouté un commentaire,

Commentaire de la communauté Feedback - Developer Platform

+1

I would even pay for this feature as it would save me a lot of effort handling the redirect on our infrastructure.

Afficher le commentaire · Publication le 20 févr. 2025 · Ahmed Zaid

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Ahmed Zaid a ajouté un commentaire,

Commentaire de la communauté Feedback - Zendesk AI and automation

Hello,

I am experiencing the same issue like some of you recently, where tickets are solved as if the end-user clicked “Yes, close my request” without them knowingly doing so.

I am suspecting this is due to link expanders, similar to this issue where safe link or url expander service automatically opens the link in the email to close the issue. My suspension is because some of the reported cases are solved immediately when it would not have been possible for the customer to go through the article. I am not sure how to verify my suspicion about this yet.

Afficher le commentaire · Publication le 03 févr. 2025 · Ahmed Zaid

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Ahmed Zaid a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

+1

Afficher le commentaire · Publication le 21 janv. 2025 · Ahmed Zaid

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Ahmed Zaid a ajouté un commentaire,

Commentaire de la communauté Developer - Zendesk APIs

Hello Berkay Senocak,

I believe what you are looking for is a conversation integration, previously known as SunCo Webhook. You can find more details here https://support.zendesk.com/hc/en-us/articles/4576083789850-Creating-conversations-integrations-in-Admin-Center

I hope that works for you.

Afficher le commentaire · Publication le 10 janv. 2025 · Ahmed Zaid

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Ahmed Zaid a ajouté un commentaire,

CommentaireAccount settings of the ticketing system

Hello,

Few months ago, when I moved to Queue-based routing and disabled the trigger that added omnichannel_routing tag to email tickets, this feature has stopped working, so I had to roll back the configuration.

Can you please confirm if a routing tag is still needed for this feature with queue-based routing?

Afficher le commentaire · Publication le 07 janv. 2025 · Ahmed Zaid

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Ahmed Zaid a ajouté un commentaire,

Commentaire de la communauté Feedback - Zendesk AI and automation

+1

All EU languages are crucial to us

Afficher le commentaire · Publication le 02 janv. 2025 · Ahmed Zaid

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Ahmed Zaid a créé une publication,

Publication Feedback - Developer Platform

Feature Request Summary:

I would like an API endpoint available for agents that can query other agents' statuses and capacity.

Description/Use Cases: 

Using Omnichannel routing, it is possible to manage assignment to agents based on status and capacity. However, this does not prevent manual assignment. So anyone can assign a ticket to an agent who is "Out of Office" or at maximum capacity. To tackle this limitation in the agent workspace, an app would need an endpoint that can GET other agents' status and capacity.

Business impact of limitation or missing feature:

Handling time is severely affected when tickets are manually assigned to unavailable agents. If dashboards are not monitored in time, 

Other necessary information or resources:

Expanding allowed roles for this endpoint would solve this feature request:

https://developer.zendesk.com/api-reference/agent-availability/agent-availability-api/agent_availabilities/#get-an-agents-availability

Publication le 19 déc. 2024 · Ahmed Zaid

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Ahmed Zaid a ajouté un commentaire,

Commentaire de la communauté Q&A - Tickets and email

Hello Daniel Rafeedie I have this exact problem. Did you manage to find a solution?

Afficher le commentaire · Publication le 19 déc. 2024 · Ahmed Zaid

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Ahmed Zaid a ajouté un commentaire,

CommentaireCustom data

Hi Ashwin Raju 

I love the latest update, but I feel that it blurred the line between name and external ID fields. All my use cases are now possible, but I feel that my setup is less clean and more like a workaround.

I would love to keep the name and ID functions separate (e.g. external ID is a serial number, and name is the actual name of the asset) yet be able to search my records in a lookup field by external ID.

Afficher le commentaire · Modification le 04 déc. 2024 · Ahmed Zaid

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Ahmed Zaid a ajouté un commentaire,

Commentaire de la communauté Q&A - Reporting and analytics

Hi Rich Shupe ,

Sorry there was an incident few months ago that led to all my contributions being deleted by mistake. The solution for this one is to always add the year before the month in the attributes section. It should look like this

Let me know if that works.

Afficher le commentaire · Publication le 20 nov. 2024 · Ahmed Zaid

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