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Bryan Haeussler

Adhésion le 22 oct. 2021

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Dernière activité le 06 janv. 2025

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Bryan Haeussler a ajouté un commentaire,

CommentaireSetting up your email channel

Am I correct in understanding that we can have multiple forms of set up going in parallel (e.g. some emails on two-way connectors, some emails on one-way connectors, some emails on ‘standard’ non-connector configs)? 

 

We are interested in going to SMTP connectors because we want more control over the out-bound mail, but we have dozens of addresses and hundreds of open tickets. There are complex requirements around our ticket groupings (it is critical that the ‘from’ address not be incorrect on an outbound email). It seems like doing a progressive launch would be logistically easier than trying to move every email address at once.

Afficher le commentaire · Publication le 06 janv. 2025 · Bryan Haeussler

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Bryan Haeussler a ajouté un commentaire,

CommentaireTicket automation and collaboration

Is it possible to fully prevent the automatic addition of followers? There is a privacy concern with a ticket moving through a normal email system and eventually getting to an agent who was not involved in the original ticket but then forwards it back into Zendesk, resulting in a public reply on the original ticket since their forwarding automatically makes them a follower. In most cases you may want an agent's emails to the system to be public, but in this case they have no idea they are going to contribute a ‘third party’ response to the existing ticket.

Afficher le commentaire · Publication le 17 mai 2024 · Bryan Haeussler

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Bryan Haeussler a ajouté un commentaire,

CommentaireTicket management

I am hoping someone can clarify the inbound limit on attachments on emails?  I receive Remote server returned '550 5.7.0 Local Policy Violation - MaxSize Violation for an email with an attachment of 38MB, but I do not for one of 23MB.

I believe this article refers to the outbound limits?

Afficher le commentaire · Publication le 17 janv. 2024 · Bryan Haeussler

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Bryan Haeussler a ajouté un commentaire,

Commentaire de la communauté Developer - Zendesk APIs

Not sure if this will be helpful for your case or not but I have been doing this successfully by only passing the string 'remote_photo_url' instead of doing anything with the photo object itself e.g.

{
"user": {
"remote_photo_url": "https://example.com/example/path/image.png"
}
}

The response body will not include the photo, but a subsequent GET will show the details-- I assume collecting the data from the url specified and writing the photo object, etc. is done asynchronously.

Afficher le commentaire · Publication le 21 déc. 2023 · Bryan Haeussler

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Bryan Haeussler a ajouté un commentaire,

CommentaireSetting up and using Text

Is it possible to determine which phone number was sent an SMS message within Support or through the API?

Afficher le commentaire · Publication le 10 janv. 2023 · Bryan Haeussler

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Bryan Haeussler a créé une publication,

Publication Feedback - Ticketing system (Support)

Managing end users can be complicated if you want to purge stale users on a rolling basis. The ticket history can be valuable particularly if the person only periodically reaches out. There is not a good way to do this on a time basis-- e.g. purge users not active in the last 12 mo. 'Last login' does not capture ticket exchanges, or involvement in side conversations. It would be ideal if the system could reflect an updated timestamp anytime someone sends an email, receives an email, is sent a side conversation email, sends a reply to a side conversation email, engages in a chat, interacts with the bot, or logs into the system.

Publication le 30 nov. 2022 · Bryan Haeussler

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Bryan Haeussler a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Any chance of getting an update on this one Gaurav Parbat?  Doesn't seem likely it made it into the 2022 roadmap but maybe is still being considered?

Just want to add another comment in support of some feature to at least allow editing TAGS from the API or some other developer accessible portal.  It is really painful to try and clean up custom fields supported by tags and find that you cannot really remove anything without a huge impact to your legacy data/searching/views. For example, "Cameras" in the custom field 'category' is changed from "camera" to "cameras" at the tag level and now the entire history of that field becomes largely inaccessible to 99% of users. To find old tickets with the same category (the end users only ever saw 'Cameras' as the category) they need to know it was at one point ID'd as 'camera.'  There is no real way to know this unless you document it outside the system.

I am sure there are performance considerations but opening it up through the standard ticket/bulk ticket APIs would at least limit how many and how often users could do the updates while also giving them the ability to queue up fixes.

P.S. if you are reading this and having issues with Explore I suggest creating a custom attribute and making use of 'IF ELSE' statements to wrap your old tags into their 'new' versions.

Afficher le commentaire · Modification le 01 déc. 2022 · Bryan Haeussler

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Bryan Haeussler a ajouté un commentaire,

CommentaireViewing and using dashboards

Is there any plan in the future to allow some level of customization of the live data queries?

To give an example of an element you might want to report on in addition to just group: 'unassigned' vs. 'assigned' tickets, since this helps to understand the flow of the backlog with a bit more precision (e.g. a number of open but assigned tickets are likely to resolve more quickly than a lot of open unassigned tickets).

Afficher le commentaire · Publication le 18 mars 2022 · Bryan Haeussler

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Bryan Haeussler a ajouté un commentaire,

CommentaireTicket automation and collaboration

Is there any plan to allow customization of the pop-up window that displays the side conversation - ticket fields? Specifically, adding custom fields, or additional 'default' fields?

We run into the issue that these tickets cannot be marked up with any ticket field values, where often the agent initiating them might know them up front, and they would be relevant for workflows. This leads to cases where a generic ticket enters a group's feed and may not get the right attention. Of course, the agent creating it can take the shortcut to the ticket, but there is on the one hand cases where they are not in the group they assign the new ticket to and other cases where it is just a needless inconvenience.

Afficher le commentaire · Publication le 17 déc. 2021 · Bryan Haeussler

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Bryan Haeussler a ajouté un commentaire,

CommentaireTicket basics

Any plans to add text coloring to the standard rich text editor for Support? 

Afficher le commentaire · Modification le 02 déc. 2021 · Bryan Haeussler

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