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Max Vinten

Adhésion le 10 déc. 2022

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Dernière activité le 18 oct. 2023

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Max Vinten a créé une publication,

Publication Feedback - Ticketing system (Support)

What caused the issue?
If you merge one ticket into another it creates a new comment. If the merged comment contains an attachment, then that's included in the merged data.
If you then redact content from the first ticket, the second ticket doesn't follow suit, the attachment is now hardcoded on the second ticket.
The options to interact with this comment (specifically redact) are not available, the DIV that would contain the dropdown for the redact action doesn't exist for the merged comment.

How I got around it
I used the comments api to track down the comment and attachment ID in the new ticket, and made a call to the redact API to kill the attachment, which has worked.

The fix
The Redact option should be made available for merged ticket content.

Here's my python script for future encounterers of the issue:
import requests

# Zendesk credentials and endpoint
ZENDESK_EMAIL = '{EmailAddress}'
ZENDESK_API_TOKEN = '{ZendeskAPIToken}'
ZENDESK_ENDPOINT = 'https://{ZendeskName}.zendesk.com/api/v2'
AUTH = (ZENDESK_EMAIL + '/token', ZENDESK_API_TOKEN)

def redact_attachment(ticket_number, comment_id, attachment_id):

# Form the redact URL
redact_url = f"{ZENDESK_ENDPOINT}/tickets/{ticket_number}/comments/{comment_id}/attachments/{attachment_id}/redact"

# Make the request to redact the attachment
response = requests.put(redact_url, auth=AUTH)

# Check for errors
response.raise_for_status()

return response.json()

ticket_number = int(input("Enter the ticket number: "))
comment_id = int(input("Enter the comment ID: "))
attachment_id = int(input("Enter the attachment ID: "))

response = redact_attachment(ticket_number, comment_id, attachment_id)
print(response)

Publication le 17 oct. 2023 · Max Vinten

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Max Vinten a ajouté un commentaire,

Commentaire de la communauté Feedback - Voice (Talk)

This is commonsense functionality, creating 2 tickets for the same caller and making them sit on wait while the agent goes through the IVR of another team is just bad practice.

Afficher le commentaire · Publication le 28 août 2023 · Max Vinten

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Max Vinten a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

I've explicitly posted this in Feedback - Ticketing System (Support) and it's posted to the ChatGPT community. If a mod or someone could move it to the right section... I posted it twice and it's come here twice.

Afficher le commentaire · Publication le 18 août 2023 · Max Vinten

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Max Vinten a créé une publication,

Publication Feedback - Ticketing system (Support)

Current functionality:
Zendesk creates a ticket from an email, and uses the "To:" header to determine which email will be used for future replies. The initial notification is sent from here. Future replies are sent from here. The easiest way to change it is by using the "Select an Address" app, but this requires manual user input. You can limit which emails replies are sent from through the app, but if you limit the incoming address Zendesk reverts to the default address, when I want emails to be sent from a particular address.

My use case:
We set up an email address in our system, tested it, everything seemed good. We advertised the address. Then some issues arose with the address, and the only way out is to change to a new address. The new address is now set as the primary email for that email account, but the To header remains the same through the mail flow, and Zendesk still uses it as the recipient.
To headers cannot be modified in transit beyond completely deleting the To header, which means emails addressed to multiple people would lose recipients. A "recieve and deliver" forwarding method would destroy customer information.
We need to retain the address for incoming emails, but we don't want to use it to send things back out.
We can remove the old address as a support address, and the recipient field is set correctly, but if something is directed to the old address, the old address is set as a CC to the email which looks confusing.

The current workaround:
We're using webhooks to alter the "recipient" on arrival. This does have some shortcomings, mainly in extra triggers are required to send notifications, and if the webhook fails no notification email will be sent. We'll just have to monitor all incoming email in the meantime.

A permanent fix:
Let us set the "recipient" field in triggers! This would have allowed the most minor of adjustments to achieve a problem free outcome. Perhaps I am naive to the business or functional reasons this is not already possible, externally it seems like a no brainer. 😅

Publication le 18 août 2023 · Max Vinten

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Max Vinten a ajouté un commentaire,

CommentaireSupporting multiple languages in Help Center

Hi there! At some point someone changed our default language to English (NZ) from American English. Now we have 231 Articles that are a mix of both and no easy way to swap them all to one or the other. The homepage of our guide is messy and incomplete in both "languages". Is there an easier way to define their current language as English (NZ) without having to manually edit, copy, and delete the American English translation?

Afficher le commentaire · Publication le 10 déc. 2022 · Max Vinten

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