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Anil Ganti

Adhésion le 16 oct. 2021

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Dernière activité le 30 mars 2022

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Publication Feedback - Ticketing system (Support)

Post Title:

TextExpander is not working as expected in Zendesk.

 

Feature Request Summary: 

Third party tool TextExpander which is used for creating powerful shortcuts and abbreviations is not working as expected in Zendesk.

Description/Use Cases: 

Agents who are using TextExpander tool in our organization are facing issues in Zendesk when using it. The application works perfectly fine without any issue in other areas like notepad, browser, chat applications etc. 

Example: The agent has TextExpander software installed in his laptop, he has configured few text shortcuts in TextExpander. The shortcut ';;hello' should replace 'Hello, Thank you for contacting us, How may I help you today'. But, it is being replaced with 'Hello, Thank you for contacting us, How may I help you today;;hello'. The issue is the same with every other text shortcut which the agent has configured in his laptop. It worked fine until before second week of March. 

 

Business impact of limitation or missing feature:

This is slowing down agents work as they have to re-check the text again before sending it. They have to delete the additional extension every single time before posting to the customer tickets. 

 

Other necessary information or resources:

We have identified other post which is similar to this issue, but it is related to browser extension. We suspect that issue might with Zendesk capture logs which are being captured while issuing key strokes. Kindly check and provide us a feasible solution for this issue. Thanks in advance. 

Publication le 30 mars 2022 · Anil Ganti

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Anil Ganti a ajouté un commentaire,

CommentaireAttachments and CCs

Hello,

Is there a way to redact attachments of a Zendesk ticket by leveraging liquid scripting in a trigger? We have large number of attachments which should be redacted before the ticket status moves to "Closed" state.

 

We are aware that manual redaction of the content/attachments from tickets is possible using Zendesk redaction app. However, because of the volume of the attachments that are to be redacted, we are looking for an automated redaction process which can be either by using triggers, macros, other scripting techniques. Any information or a direction to solve this issue is much appreciated. 

 

Thanks!

 

 

Afficher le commentaire · Publication le 22 sept. 2021 · Anil Ganti

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Anil Ganti a ajouté un commentaire,

CommentaireTicket basics

Hello,

Is there a way to redact attachments of a Zendesk ticket by leveraging liquid scripting in a trigger? We have large number of attachments which should be redacted before the ticket status moves to "Closed" state.

 

We are aware that manual redaction the content/attachments from tickets is possible using Zendesk redaction app. However, because of the volume of the attachments that are to be redacted, we are looking for an automated redaction process which can be either by using triggers, macros, other scripting techniques. Any information or a direction to solve this issue is much appreciated. 

 

Thanks!

 

 

Afficher le commentaire · Publication le 22 sept. 2021 · Anil Ganti

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