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Gulzar Shikalgar

Adhésion le 16 févr. 2023

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Dernière activité le 14 nov. 2023

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Dernière activité effectuée par Gulzar Shikalgar

Gulzar Shikalgar a ajouté un commentaire,

CommentaireBusiness rules

Hi Zendesk Team, 

Is there any way to load ticket_form_id  or ticket_form_title (not Display name for end user) as placeholder references ?

 

Afficher le commentaire · Modification le 31 oct. 2023 · Gulzar Shikalgar

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Gulzar Shikalgar a ajouté un commentaire,

Commentaire de la communauté Feedback - Voice (Talk)

Hi Widson Reis

 

I tried the suggested approach.

We have the capability to make form changes after a call connects and a ticket is created with the Default form, which, in our case, is 'General.' Please refer to the event screenshot for more information.

However, I still have concerns regarding the suggested approach. Our preference is to select the form at the time of ticket creation rather than all ticket events. Therefore, we would need to implement a 'Meet ALL conditions' rule with Ticket > is > Created.

My query/request is whether Zendesk can understand and create a ticket directly with the provided form type based on the Channel. I would prefer to avoid the situation where a ticket is initially created with the Default form and then a trigger is required to change the form.

Like:

  1. Talk -> Talk ticket form
  2. Email -> Email ticket form

 

Afficher le commentaire · Publication le 23 oct. 2023 · Gulzar Shikalgar

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Gulzar Shikalgar a créé une publication,

Publication Feedback - Reporting and analytics (Explore)

Is there any way possible to link Merged and Merged-into ticket in Zendesk Explore reports

Like apply and contains search query on comments "This request was closed and merged into request #1019".

 

Publication le 23 oct. 2023 · Gulzar Shikalgar

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Gulzar Shikalgar a ajouté un commentaire,

CommentaireHow to create and update reports

Following up on requirement raised by Alfred Marti.

Is there any way possible to link Merged and Merged-into ticket in Zendesk Explore reports

Like apply and contains search query on comments "This request was closed and merged into request #1019"

Afficher le commentaire · Publication le 13 oct. 2023 · Gulzar Shikalgar

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Gulzar Shikalgar a créé une publication,

Publication Feedback - Voice (Talk)
I have a use cases where i want Talk to use a explicit ticket form called "Talking" instead of Default one. I don't to change my default form, as it might be used by email channel to create a ticket. 

 

My observation is when talk agent pickups a call , ticket is created on Default ticket form, and same via email channel.

 

I know a work around to set ticket form to "Talking" after ticket is created via trigger. Still we want "Talking" form to be used to create ticket instead of default one.
 

Publication le 12 oct. 2023 · Gulzar Shikalgar

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Gulzar Shikalgar a ajouté un commentaire,

CommentaireTicket automation and collaboration

As per Statement on Zendesk portal 
"When enabled, agents and admins can add and remove other agents to existing tickets as followers. Active followers receive notifications when ticket updates occur."

What does ticket updates mean over here ? Is it only comments ? Does changing of ticket field or ticket status attributes to ticket update ?

We tested this and notification are only sent when we add a comment .

Afficher le commentaire · Publication le 12 sept. 2023 · Gulzar Shikalgar

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Gulzar Shikalgar a ajouté un commentaire,

Commentaire de la communauté Developer - Zendesk APIs

Eric

Here is how i am measuring it:

  • We send updated_at timestamp in webhook payload for a ticket.
  • Then after request is received in our backend-service, we just write a logic request_received_time - update_at timestamp , this gives me result.

Other way i measure is via signature-timestamp in header here is example of same:

  • ticket "updated_at": "2023-08-24T04:22:28Z"
  • X-Zendesk-Webhook-Signature-Timestamp : 2023-08-24T04:22:30Z

Afficher le commentaire · Modification le 24 août 2023 · Gulzar Shikalgar

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Gulzar Shikalgar a créé une publication,

Publication Developer - Zendesk APIs

I have a case where we have a webhook passing details to our backend system via post methods on Create or update ticket via trigger.

I have observed that it takes almost on average 2 - 2.5 seconds for zendesk to send the request. 

Is there a way we can minimize the zendesk trigger time.

We also have other trigger such as Set, Assign and Notification, last trigger is the webhook. one. 

Publication le 23 août 2023 · Gulzar Shikalgar

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Gulzar Shikalgar a ajouté un commentaire,

CommentaireGeneral questions about email and email template

Is there a way to block all incoming email channel tickets. We don't even want to create a ticket in Zendesk. 

Afficher le commentaire · Publication le 11 août 2023 · Gulzar Shikalgar

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Gulzar Shikalgar a ajouté un commentaire,

Commentaire de la communauté Q&A - Tickets and email

Hi Zendesk Team , 

Is there any bug or request feature tracking we can do for this issue ?

Afficher le commentaire · Publication le 23 mars 2023 · Gulzar Shikalgar

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