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Steven Aranaga

Adhésion le 04 janv. 2023

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Dernière activité le 10 avr. 2024

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Dernière activité effectuée par Steven Aranaga

Steven Aranaga a ajouté un commentaire,

CommentaireTicket customization

With my company, we have Custom Objects defined for buildings and floors that our customers have subscribed with us.  We have a lookup relationship that goes like Floor → Building → Organization.

I was able to filter buildings lookup in our form to those belonging to the organization of the ticket you are viewing, which is perfect, but I cannot do the same for floor.  I want to be able to filter the floor based on the building selected, but that same variable does not appear in the filters (building is (building).  Is there any way to do this?

Afficher le commentaire · Publication le 10 avr. 2024 · Steven Aranaga

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Steven Aranaga a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Please - 3 years for such a simple request!  @ mentions by agents adds the person as a follower, not a CC, so it should not be limited!  

Afficher le commentaire · Publication le 17 janv. 2024 · Steven Aranaga

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Steven Aranaga a créé une publication,

Publication Feedback - Help Center (Guide)

I would like my employees to be able to verify articles without having to have publishing rights.  For instance, light agents should be able to verify an article for accuracy to show someone reviewed it, but they don't need to publish it IF there is no change.  If there is, it will be referred to an author.

Publication le 17 nov. 2023 · Steven Aranaga

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Steven Aranaga a créé une publication,

Publication Q&A - Reporting and analytics

Scenario: I have a support and implementation team.  When a ticket requires, I want to send the original ticket to implementation to handle their task.  The issue is that, in much of the reporting, the ticket disappears from the support group's statistics.  I can see agent activity and such, but simple items like backlog does not show anymore.

So, if I have a ticket for 2 days with a member of the support team, then assign it to the implementation team, it shows now as having been in implementation's backlog for 2 days.  SLAs seem to update and it doesn't show achievement/breech based on where it lived then.

Am I seeing this right or am I missing something?  I tried side conversations with tickets but I don't want to include the customer in yet another ticket that they didn't open.

Publication le 09 nov. 2023 · Steven Aranaga

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Steven Aranaga a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

The ability to see child conversations as such would be great in ticket views.  There is nothing that indicates that a ticket is a child of another.  This would be super helpful in exporting data to show the relationship that some tickets have to others.

Afficher le commentaire · Publication le 07 nov. 2023 · Steven Aranaga

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Steven Aranaga a ajouté un commentaire,

Commentaire de la communauté Feedback - Help Center (Guide)

Yes!  Upvote!

Afficher le commentaire · Publication le 26 oct. 2023 · Steven Aranaga

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Steven Aranaga a ajouté un commentaire,

CommentaireManaging your email

Does the blocklist apply to tickets submitted through the modern chat widget?  I have spam coming in from chat and I have added the domain, but the tickets seem to keep opening.  Now, here it talks about adding reject: or suspend: in front of each domain, but the in-app guide simply says to list the domains.  I just added the reject: and will see if that works.

If it doesn't, then I really need the widget to only appear to logged in users on my HC, which doesn't seem to be an option?

Afficher le commentaire · Publication le 26 juil. 2023 · Steven Aranaga

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Steven Aranaga a ajouté un commentaire,

CommentaireWorking with articles in the knowledge base

Is there a reason that someone needs to have publish permissions to verify an article?  I have a team that wants to review articles when needed, but often do not need any update.  We want to control who can publish a new version, but they should be able to verify it if there are no changes needed.

Afficher le commentaire · Publication le 14 juin 2023 · Steven Aranaga

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Steven Aranaga a créé une publication,

Publication Developer - Zendesk APIs

Scenario:

I get a ticket submitted by email.  This triggers a webhook that modifies the subject through the API.  After that, an email notification is sent, but the {{ticket.title}} is returning as undefined.

Here is the part of the payload (pulled before triggering the email notification):

Alert is simple:

I get this:

Any ideas how this happens?  If I trigger the email notification prior to the API update, everything is fine.

Publication le 12 mai 2023 · Steven Aranaga

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Steven Aranaga a ajouté un commentaire,

Commentaire de la communauté Feedback - Help Center (Guide)

Radio silence?  Hello?  Security review just hit some of this...

Afficher le commentaire · Publication le 02 mai 2023 · Steven Aranaga

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