Salokya Mathur

Hello Everyone,

I also want to create reports for side conversations. However my use case is different,

1. I want to calculate SLA when a ticket TAT is failed on side conversations with the fields like, request time and response time on each conversation

2. I want an escalation report when the tat is failed and a new side conversation happened with a new email. I want request time and escalate time for this.

3. Also I want a TAT report.

Just wanted to know if this is possible via triggers and custom objects.

Hi,

If I create a child ticket in the side conversation, then the data into that would only be visible to the internal agents and this cannot be shared with external users via email. Moreover, I need to know if the SLA report will cover the time when I have replied to the email and when I am getting the response over the side conversation.

The same needed in the escalation report where I need all the data. Please let me know how this can be done.

Thanks,
Salokya

Why I can't I directly patch a custom object via external id (custom object key), Why I need to pass record id. This is a general feature of all Custom Object which works everywhere. Why there are double standers with Delete and Patch. You can delete a record using external id (custom object key) but not update ?

Why half-cooked functionalities gets released in Zendesk ?     

Can't I create Token via API ? for any user? 

I am working on a client requirement where they don't want their agent to close ticket in bulk, Is there any way to hide the bulk edit option ?

Any Update on this ?

Can't we hide side conversation.

HI, We are working on very complex requirement where every task is custom. Now we need to provide ticket resolution via custom application which we have done but we want to hide the standard Submit as button from the Agent View. Is this even possible in Zendesk Ecosystem ??