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Cameron Eng

Adhésion le 17 oct. 2023

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Dernière activité le 11 déc. 2024

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Cameron Eng a ajouté un commentaire,

CommentaireMeasuring success

Hello! We have the next reply time start setting, "When any end user replies to a ticket and that reply is added as an internal note", enabled. 

However, we have noticed that third-party internal note responses where the response is flagged because the end-user was not “part of this conversation” are not setting a next reply time. 

Is this an expected behavior? Is there anything we can do to change this?- We want all external end-user internal notes to set a target regardless of whether they were originally part of the conversation

 

Afficher le commentaire · Publication le 04 sept. 2024 · Cameron Eng

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Cameron Eng a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Our team is in need of a feature like this. We have separate groups that use zendesk in different ways and need custom statuses for each 

Afficher le commentaire · Publication le 01 août 2024 · Cameron Eng

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Cameron Eng a ajouté un commentaire,

CommentaireBusiness rules

Has anyone been able to reference custom user dropdown fields with liquid markup? I'm trying the syntax “{% case ticket.requester_field_option_title_FIELDID %}” but no luck so far 


 

Afficher le commentaire · Publication le 28 juin 2024 · Cameron Eng

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Cameron Eng a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Thank you Michael! We also have a use case for this. Our team uses internal notes for drafts that need review and feedback from team members. When customers ask to review communications with a specific requestor, we need a way to download all the tickets' public comments. Because of the nature of our business, there can be many public and private comments before a ticket is solved.

Afficher le commentaire · Publication le 18 déc. 2023 · Cameron Eng

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Cameron Eng a ajouté un commentaire,

CommentaireGeneral questions about email and email template

+1

Afficher le commentaire · Publication le 02 nov. 2023 · Cameron Eng

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