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Patrick Arrastia

Data ingresso 06 gen 2022

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Ultima attività 20 nov 2024

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Patrick Arrastia ha commentato,

CommentoAccounts and billing

Hello,

 

Is Intelligent Triage > Intents available in the ‘Partial Sandbox’ - we have it enabled in our production instance. When using the sync add-ons feature Generative Ai appears as expected but the Intelligent Triage > Intents says unavailable, it looks like we can enable/access the language and sentiment options, just not able to access the intent settings as they are greyed out. Just wondering if this is by design or if troubleshooting is needed.

 

Thanks!

Visualizza commento · Data ultimo post: 23 ago 2024 · Patrick Arrastia

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Patrick Arrastia ha commentato,

CommentoSlack integration

Sounds good, thanks for the reply @... 

Visualizza commento · Data ultimo post: 25 giu 2024 · Patrick Arrastia

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Patrick Arrastia ha commentato,

CommentoSlack integration

Hello,

We have been using the Slack integration with Side Conversations heavily and without issue for the past year, on June 18 our agents began reporting an issue where messages were being duplicated multiple times. for example, an agent would send a side conversation message from a ticket, and that message would hit the intended Slack channel as expected, however, that same message duplicates x times in the Slack channel. This is occurring across multiple agents, different browsers, cache clearing and all the usual tricks aren't solving. I just tried uninstalling and reinstalling the Slack app, and the install page from the Zendesk marketplace seems to be unavailable.

Please help, refer to ticket 12693528 if needed.

@... 

Visualizza commento · Data ultimo post: 20 giu 2024 · Patrick Arrastia

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Commento nella community Developer - Zendesk APIs

Thanks for the response Greg, have a great day!

Visualizza commento · Data ultimo post: 15 mar 2024 · Patrick Arrastia

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Patrick Arrastia ha creato un post,

Post Developer - Zendesk APIs

Hello,

Wondering how to get a list of triggers and the tickets. I'd like to run a query on a trigger, and have the output show me a list of all tickets that the trigger was used on for a given time period. For example, in the last 30 days, trigger 98766345 was fired x amount of times and used on ticket ids 98747, 987734, 987564 etc. Any insights are greatly appreciated!

Data ultimo post: 15 mar 2024 · Patrick Arrastia

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Patrick Arrastia ha commentato,

Commento nella community Feedback - Voice (Talk)

Greetings!

Any updates on this feature?

Visualizza commento · Data ultimo post: 08 set 2023 · Patrick Arrastia

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Patrick Arrastia ha commentato,

Commento nella community Developer - Zendesk APIs

Thank you for the reply, I appreciate it!

Visualizza commento · Data ultimo post: 17 nov 2022 · Patrick Arrastia

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Patrick Arrastia ha creato un post,

Post Developer - Zendesk APIs

Hello,

We are on an Enterprise plan with multiple brands. My ultimate goal is to export a 90 day rolling window of tickets within one brand that contain a specific tag (cancel). Using the search api exceeds the rate limit. When attempting to use the incremental ticket export, I have not been able to figure out how to export just the single brand I am reporting on, using &include=brand_id:12345678 doesn't seem to be correct as I am still seeing other brand ids in the results.

Not sure how to incorporate the rolling 90 day window as it looks like the parameter is start_time=unix timestamp.

Thank you in advance! 

Data ultimo post: 10 nov 2022 · Patrick Arrastia

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Patrick Arrastia ha commentato,

CommentoData exports or data uploads

Hi,

We are on an Enterprise account with multiple brands. I'm trying to use the incremental ticket export to export tickets from Brand:x, with tag:y, created at less than 90 days (rolling 90 day window). Having trouble getting any of the 'filters' to apply such as brand, and how to convert unix timestamp to today minus 90d.

Any advice is greatly appreciated.

 

Thanks!

Visualizza commento · Data ultimo post: 08 nov 2022 · Patrick Arrastia

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Patrick Arrastia ha commentato,

CommentoSetting up and using Text

Hello,

have there been any updates (or workarounds) to the last question asked here, or does each customer reply to an outbound agent text still create a new ticket?

"Jim
November 8, 2021
Comment actions
Thats great that we can text from the ticket. BUT when the customer responds to the text it opens a new ticket. Is there a way to have it update the ticket you are texting from?

Hey Jim,

Unfortunately not at this time - the best practice here is to solve the original ticket on send, and allow the follow-up ticket to be created (which will link back to the original ticket in your system).

Brandon"

 "

Visualizza commento · Data ultimo post: 13 mag 2022 · Patrick Arrastia

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