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Eitan Blumin
Data ingresso 15 apr 2021
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Ultima attività 10 nov 2022
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Eitan Blumin ha creato un post,
Currently, only the "search" endpoint supports parameters for filtering the tickets.
Unfortunately, as documented HERE: It can take up to a few minutes for new tickets, users, and other resources to be indexed for search.
We need near-real-time data as part of our use case, so we resorted to using the "users/{user_id}/tickets/requested" endpoint instead.
However, this endpoint doesn't support any filtering parameters. It returns ALL tickets for a given requester. This also means that it takes a long time to return the results (including pagination) when the total number of tickets is nearing 1000.
In our use case, we only need the unsolved tickets for a given user, and we need the most up-to-date results. Our application often times out when fetching results for a user with too many tickets. Unfortunately, we have no option to change the timeout setting.
We request that, as a simple solution, to please add a "status" parameter for the "users/{user_id}/tickets/requested" endpoint, so that the data output would be reduced and results would be returned faster.
Thanks
Data ultimo post: 10 nov 2022 · Eitan Blumin
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Eitan Blumin ha commentato,
I see. Okay, I'll try it out. Thanks!
Visualizza commento · Data ultimo post: 18 apr 2022 · Eitan Blumin
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Eitan Blumin ha commentato,
Okay, so to summarize:
If an end-user replies, regardless if they're the requester or CC'd, all recipients (except the poster) would receive a notification, regardless of a trigger.
If an agent replies, then it's dependent on a trigger.
Did I understand that correctly?
Visualizza commento · Data ultima modifica: 18 apr 2022 · Eitan Blumin
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Eitan Blumin ha commentato,
So, actually, I don't need to configure any trigger that sends notifications to end-users about posted comments?
But conversely, what if I DON'T want end-users to receive notifications? (for a certain type of tickets, for example)
Visualizza commento · Data ultimo post: 18 apr 2022 · Eitan Blumin
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Eitan Blumin ha commentato,
That's interesting.
Does that work for CC'd contacts as well?
For example, when the requester adds a message, will the CC'd receive an e-mail?
Visualizza commento · Data ultimo post: 17 apr 2022 · Eitan Blumin
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Eitan Blumin ha commentato,
Thanks, Charles, but it's not what I asked.
The recipients still need to be notified of comments added to the request, even if they're posted by other end-users.
The only issue is that recipients should not be notified about comments that they themselves have posted.
Visualizza commento · Data ultimo post: 17 apr 2022 · Eitan Blumin
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Eitan Blumin ha commentato,
Hi,
A question from our end-users has come up in regards to notifications for CCs:
When an end-user replies to a ticket that has CCs, it sends a notification to the requester + CC'd.
But that means that the end-user who sent the reply, regardless of whether they're the requester or one of the CC'd, also gets the same notification - about the exact reply that they've submitted just now.
This has been reported to be quite an annoyance to our end-users, who end up being spammed by too many notifications, including from themselves.
Is there any way to resolve this?
After all, it's really not necessary for an end-user to be notified about their own replies that they just submitted.
Visualizza commento · Data ultimo post: 24 mar 2022 · Eitan Blumin
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Eitan Blumin ha commentato,
Dane,
I was talking about the "My Activities" section in the Help Center, when an end-user is viewing a specific support request and wants to submit a new comment, the text formatting toolbar is NOT visible.
As I said, it's visible in the Communities section, but not in the My Activities section, nor in the Submit a request section, and not in the Support Widget either.
Visualizza commento · Data ultimo post: 09 mar 2022 · Eitan Blumin
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Eitan Blumin ha commentato,
Hi,
Is it possible to allow end-users to use text formatting in support tickets?
I see that the text formatting panel exists in Communities, but not when commenting on support requests. Why is that?
Visualizza commento · Data ultimo post: 23 feb 2022 · Eitan Blumin
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Eitan Blumin ha commentato,
That's a cool workaround, @....
The same method could also be implemented using Slack integration as well.
Although, if I'm not mistaken, you gotta have Slack open (either the app or in a browser tab) in order to see the popup notifications.
Still, this is but a workaround and not an actual solution.
Visualizza commento · Data ultimo post: 04 giu 2020 · Eitan Blumin
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