Dan Ross

1. Communauté
2. Support - Business Rules - Triggers, Macros, & Automations
3. Pending to open

Hey Juan,   You'll need to have your agents assign the tickets to themselves when they reply before setting to Pending. If you do that, you can setup a trigger similar to this:   ALL must be trueTi...

• Afficher le commentaire
• Dan Ross
• Modifié 22 août 2019 22:02
• 0 vote

1. Communauté
2. Guide - Themes and Customization
3. Disable "Was this article helpful?" in Zendesk Guide

Hey Desmond, in your template for file titled article.hdbs, you might have a section that looks like this {{#with article}}<div class="article-votes"><span class="article-votes-question">{{t 'was_...

• Afficher le commentaire
• Dan Ross
• Création 16 août 2019 21:13
• 0 vote

1. Communauté
2. Support - Product Feedback
3. Chat User "Status" Management

Hey Shashank,   This came up again in internal meetings. It's been nearly a year since your reply, has there been any progress on this feature?

• Afficher le commentaire
• Dan Ross
• Création 14 août 2019 20:34
• 0 vote

1. Support
2. ...
3. Integrations
4. Jira: Using the Zendesk Support for Jira integration

Hi Sofia, The best way to do this report is within JIRA itself, there's no means to access the # of linked tickets from Insights or Explore, unfortunately.  

• Afficher le commentaire
• Dan Ross
• Création 13 août 2019 14:34
• 0 vote

1. Communauté
2. Zendesk Ask Us Anything about Triggers - Tuesday, July 23 [COMPLETED]
3. How to configure a trigger to classify tickets into a view based on words in the ticket title?

Hey there,   You're pretty close. You need to remove the quotes around each word (Zendesk already treats subjects/comments as strings) and the OR text. All you need to do is separate each word with...

• Afficher le commentaire
• Dan Ross
• Création 23 juillet 2019 17:25
• 0 vote

1. Communauté
2. Zendesk Ask Us Anything about Triggers - Tuesday, July 23 [COMPLETED]
3. Trigger to set user on Cc as requester.

Hey Gasper,   That's a tricky sounding situation. EDIT: This might be a bit different in practice if you're using the new CC & Followers experience Zendesk recently released, but I'm not 100% sure ...

• Afficher le commentaire
• Dan Ross
• Création 23 juillet 2019 16:40
• 1 vote

1. Communauté
2. Zendesk Ask Us Anything about Triggers - Tuesday, July 23 [COMPLETED]
3. Email Specific Conditional Triggers

Hey Allison, Try something like this, see if it meets your needs. On your existing  "Notify requester of received request" and "Notify all agents of received request" triggers, add a condition for ...

• Afficher le commentaire
• Dan Ross
• Création 23 juillet 2019 16:30
• 0 vote

1. Communauté
2. Zendesk Ask Us Anything about Triggers - Tuesday, July 23 [COMPLETED]
3. Moving existing triggers into the sandbox in explore

Hey Scott, Unfortunately, there's no simple means to do this.  Either you will need to contact your account representative at Zendesk and inquire about their Premium Sandbox feature ($$) or if you ...

• Afficher le commentaire
• Dan Ross
• Création 23 juillet 2019 15:42
• 0 vote

1. Communauté
2. Zendesk Ask Us Anything about Triggers - Tuesday, July 23 [COMPLETED]
3. Trigger - Condition - Requester email

Hey Tsvetan, In this case, consider tagging the user with a tag like ceo, or vip. Tags on User/Org profiles will be inherited by the ticket, putting the tag on the Org will apply to all tickets cre...

• Afficher le commentaire
• Dan Ross
• Modifié 23 juillet 2019 15:19
• 0 vote

1. Communauté
2. Support - Insights and Reporting Q&A
3. Agent Reporting: Tracking how long tickets sit idle before and after assigned to an agent

Hey James,   I don't have this setup for testing, but you could perhaps try to find the Updater as based on Ticket Text Field Change [Ticket Assignee] = blank to Ticket Text Field Changes [Ticket A...

• Afficher le commentaire
• Dan Ross
• Création 19 juillet 2019 15:30
• 0 vote