Edwin Schukking

Hi,

I created a trigger which updates the assignee of a ticket to the last agent who updated the ticket. 

Recently I discovered, that when a (light) agents replies in a side conversation, the trigger would also be fired and this (light) agent would become the assignee of the ticket.

In the screenshot below you can see the trigger I created and the ANY condition I had in mind, so that a new reply in a side conversation would not fire the trigger.

Unfortunately, the only operator in this condition is IS and there is not IS NOT.

Before I would create a feature request, would any of you know an alternative solution?

Thanks in advance!

Hi The Salvation Army,

In your profile you can add an alias, so your profile name will not be displayed when you are in contact with end users (see screenshot below):

Also, in Admin > Channels > Email you can unselect 'Personalised email replies' (see screenshot below):

Hope this helps!

+1 on this feature!

Hi Lizzie Tran!

Could you perhaps provide a screenshot (with any personal information blurred, ofc)?

Because I just checked our Zendesk and the email address of the requester is still available in the 'Customer Context' section in the right sidebar.

This does not mean there is no issue, this is why I am asking for a screenshot. So we all can see what your situation is.

Thanks in advance 😊

ad 3. To our own satisfaction, we have been using the 3rd party app https://www.zendesk.com/marketplace/apps/support/198393/advanced-search/ to export ticket data.

Hi @... ,

I understand from your text that the agents need to select a macro manually. 

I think what you are requesting are conditional macros and this would imo considerably change the way we currently setup Zendesk.

Instead, and I assumed here that your agents would need to select the macro manually, have you considered the use of a trigger or automation instead? 

Kind regards,
Edwin

You could create a trigger which when fired upon ticket creation will create an internal note mentioning the ticket agent needs to check the requester and support email address before updating the ticket.

The condition you could use in your trigger could be e.g. Received From or Received At; Channel might also be an option (but I am not using calls/chats at the moment, so I could not tell). 

To change your support email address you will need the app https://www.zendesk.com/marketplace/apps/support/46799/select-an-address/ from the Marketplace.

Hi Brett Bowser,

I am not sure if the question had already been asked, but is it possible in the future to have the ticket status On Hold enabled by default? If I am not mistaken, at the moment this status cannot be shared between Zendesk instances and this causes minor annoyances with our partners as it usually re-opens tickets instead.

Kind regards,
Edwin 

Hi Khanh,

May I ask you what the purpose of these views would be? 

I am using views (Zendesk Support) to keep track of the active tickets and dashboards (Zendesk Explore) to keep track of tickets in any situation, for example tickets received last month.

Location: User tab in Support Ticket
User Field: Language

Issue:
The drop-down list to display the user languages supported is currently sorted by language in their respective languages (see screenshot below) while the language displayed first is in English (this is the language my Zendesk is set to). 

Reason:
This situation leads to confusing situations where e.g. German is currently listed between Danish and Estonian. This is confusing, time-consuming, and prone to mistakes.

Solution:
Sort the dropdownlist in the language Zendesk is set to, e.g. English.

Should you have any questions, please do let me know.