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karankuwarbidxb

Adhésion le 23 juin 2023

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Dernière activité le 27 janv. 2025

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Dernière activité effectuée par karankuwarbidxb

karankuwarbidxb a créé une publication,

Publication Developer - Zendesk APIs

Problem statement:

In create many api, we do not get individual tracking-id for each ticket object, Instead in response we get an array of objects and one tracking id for all ticket objects, so it is difficult for us to create a mapping.


Expected output-
in request body we can share a uuid for each object with which they can map the response and with GET api provide the same to us. in response of create many provide us a uuid and when we hit API for response of create many provide same id with status

 

Publication le 27 janv. 2025 · karankuwarbidxb

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karankuwarbidxb a créé une publication,

Publication Q&A - Tickets and email

In our organization, sometimes the CC'ed users (mostlly our internal team members who are not on zendesk) try to create a private email conversation without the customers. And if a manager with Zendesk license replies to that email, all the conversation is sent to zendesk on that thread.

 

Now I understand that this is because one of the Zendesk support address is added to the email conversation but is it possible to prevent a public comment notification to go out to the customer if the update channel is outside of Zendesk? I don't see any such distinction in the triggers yet.

 

I understand that We have Mail APIs but I cannot expect all our team members around the world to remember them to send email.

Modification le 13 nov. 2024 · karankuwarbidxb

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karankuwarbidxb a créé une publication,

Publication Q&A - Reporting and analytics

Simply, I'd need a row level data with the following headers:

Publication le 04 nov. 2024 · karankuwarbidxb

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karankuwarbidxb a ajouté un commentaire,

CommentaireTicket management

Hi Agnieszka Pyzik  you mentioned that “On October 9th and 10th, we will release the feature to pods 17, 23, 27, and 28.”

 

I'm on POD 17 and haven't received this update yet.

Afficher le commentaire · Publication le 10 oct. 2024 · karankuwarbidxb

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karankuwarbidxb a ajouté un commentaire,

Commentaire de la communauté Q&A - Objects, workspaces, and rules

At present this is what the side conversation panel says:

 

And the team is unable to reopen a closed conversation.

Afficher le commentaire · Publication le 02 juil. 2024 · karankuwarbidxb

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karankuwarbidxb a créé une publication,

Publication Q&A - Objects, workspaces, and rules

Hi Team,

 

I noticed today that the side conversation view has been completely moved to Context panel. The team is kind of used to seeing the Side conversation button next to the ticket number on all the tickets and they are finding this extremely confusing, especially without any announcement from Zendesk on this matter.

 

Is it possible to revert this change and move side conversation to it's old place (Next to the ticket number)?

 

Thanks!

Publication le 02 juil. 2024 · karankuwarbidxb

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karankuwarbidxb a créé une publication,

Publication Q&A - Reporting and analytics

Hi, I have created two calculated attributes in the "Support: Update history" dataset. The results are coming out just fine, the only issue is that the output is coming up in separate rows. I really want to create a report where every ticket accounts to only one row and all the default attributes plus the calculated attributes are shown in just one row.

Expected output:

Actual output:

 

Publication le 22 mars 2024 · karankuwarbidxb

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karankuwarbidxb a ajouté un commentaire,

CommentaireTicket customization

Hi Team,

Can I have a custom status disabled on the front end (Agent interface) but available to our system on the backend for automation?

 

For eg: I want to have a custom status 'Auto closed' that I want to use when I solve tickets through trigger. But I don't want this status to be available to agents using Zendesk as they will incorrectly use this status.

 

 

Afficher le commentaire · Publication le 15 févr. 2024 · karankuwarbidxb

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karankuwarbidxb a ajouté un commentaire,

CommentaireRouting

Presently, if I have an agent with skill 'Poland' he is being assigned tickets with this skill plus if there are tickets with no skill.

 

I want them to only attend to tickets matching there skill even if there's no other person for rest of the tickets.

Afficher le commentaire · Publication le 06 déc. 2023 · karankuwarbidxb

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karankuwarbidxb a ajouté un commentaire,

CommentaireRouting

Hi Barry Neary,

I created a skill called Poland based on some customers from that region. And I assigned this skill to an agent and turned the omnichannel routing on

This agent has a capacity of 20 tickets but at some days the flow is less. It seems like they are also getting tickets which has a 'null' skill. Is there any way to limit routing of cases with the matching skill ONLY. And not the null ones.

Afficher le commentaire · Publication le 06 déc. 2023 · karankuwarbidxb

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