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Leo Lenk

Data ingresso 09 ago 2023

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Ultima attività 23 set 2024

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Leo Lenk ha creato un post,

Post Feedback - Ticketing system (Support)

Hi everyone,

 

I was wondering if there's a chance (or an app) to merge similar emails sent from zendesk into one single thread.

 

Let me expand: 

 

We are testing a specific approval procedure which requires an email sent to an external approver. 

Since the approval requests toward the same approver are multiple, it could come in handy to have a merging system to have just one thread so the approver can open one occurrence.

 

Anybody has tips regarding this matter?

 

Many thanks in advance

 

Regards

 

Leonardo Lenk 

Data ultimo post: 23 set 2024 · Leo Lenk

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Leo Lenk ha creato un post,

Post Q&A - Tickets and email

Hi all,

 

Not sure the topic is right, I need to create a custom field on ticket which shows the same number that comes up on the upper top bar (as per email below). 
In sum: whenever the type is "Problem" and a related “Incident” is created, I'd like to have a custom “counter” field on the ticket that works with the same criteria of the one showing up on top. Is there a way to do that?

 

Data ultima modifica: 09 ago 2024 · Leo Lenk

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Leo Lenk ha commentato,

CommentoBusiness rules

Hi Chad Susa (Gravity CX - Zendesk Partner)

Thanks for the info, I am passing that on to my managers in charge to see if they're interested, in case of any positive feedback I will let you know straight away.

Regards

Leonardo Lenk

Visualizza commento · Data ultimo post: 31 gen 2024 · Leo Lenk

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Leo Lenk ha commentato,

CommentoBusiness rules

Hi Paolo, Hi Brandon, all,

Just so everybody knows: support team has confirmed there's no such thing (not even a trigger, nor an automation) as a "next business day" setup for SLAs (starting 00:00 the day after), so unfortunately I have to look for other solutions (I was thinking about a way to create, on the next business day, an automatic ticket in respect to certain conditions, which ticket triggers a SLA).

In case we come with any sort of solution regarding this matter, I won't esitate to keep everybody updated (it might be useful for whoever has the same need).

Best Regards

Leonardo Lenk 

Visualizza commento · Data ultimo post: 30 gen 2024 · Leo Lenk

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Leo Lenk ha commentato,

CommentoBusiness rules

Hi Brandon,

Thanks a million for your help regarding this matter, actually I am struggling to find the specific section where I can set my SLA to Business Hours, there's no condition to add nor an option to select where I thought I could've find what I was looking for.

I thought I could've set business hours in the section posted below (it's in italian, but it stands for "type of hour"): 

I Just have 2 options: 24 hours and "Hours of activity" ("orario di attività").
I was expecting to find something more similar to the automation's options where it is clear the difference between calendar hours and business hours, as per example below:

In fact, no matter the option I select in group SLA (it could be either "24 hours" or "hours of activity") the estimated countdown doesn't work.

side note: the schedule is set "from 00:00 to 00:00".

Am I missing something? Can it be related to a "non updated" version of Zendesk (I am using an admin account)?

Many thanks in advance

Best Regards

Leonardo Lenk

Visualizza commento · Data ultimo post: 29 gen 2024 · Leo Lenk

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Leo Lenk ha commentato,

CommentoBusiness rules

Hi all,

I need to set SLAs starting "Next business day", to be more precise: If I set, as an example, a SLA to 24hrs (let's say) at 09:00 am it doesn't have to finish the day after at 09:00 but at 11:59 PM (23:59).

Anybody con help me with that? Do I need an automation?

The only way I managed to get what I need was by opening a ticket during an holiday or a closing day (making the SLA to start at midnight the day after).

Forgot to add: I am referring to "group SLA".

Many thanks in advance.

Regards

Leonardo Lenk

Visualizza commento · Data ultima modifica: 26 gen 2024 · Leo Lenk

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Leo Lenk ha commentato,

CommentoMeasuring success

Hi Paolo, all,

Sorry for getting back regarding this matter, apparently I still have the same issue, unfortunately my zen is in italian but I hope you guys manage to understand my settings:

As you can see my Group SLA (in sandbox) is as per image below (I really hope you understand Italian)

While on the schedule I've just set from 00:00 to 00:00

But with the above set up my SLA end just witin 24 hrs

Funny thing is: I forgot to delete a "holiday test" set for today and the first ticket was exactly how I wanted it to be, because it totally skips today and starts counting right after midnight

So I realized: what I really need is the SLA to start always "next business day".

Do I have to use an automation to have a SLA to work like so?

Side Note: I ma using Group SLA because we needed it to start with a specific condition aside from ticket status.

Sorry for bothering regarding this matter, this community has always been a very precious help for a rookie like me.

As usual, thanks in advance.

Regards

Leonardo Lenk

Visualizza commento · Data ultimo post: 25 gen 2024 · Leo Lenk

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Leo Lenk ha commentato,

CommentoMeasuring success

Hi Paolo,

Thanks for your prompt reply, will look into the articles provided.

Best regards

Leonardo Lenk

 

 

Visualizza commento · Data ultimo post: 25 gen 2024 · Leo Lenk

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Leo Lenk ha commentato,

CommentoMeasuring success

Hi all,

I am struggling to set up SLAs in relation to business days, let me expand:

If I set up a specific SLA's duration, my goal is to always solve the ticket at 11:59 PM (23:59) the day when SLA is supposed to finish.

I.E.: considering a 24 hrs SLA - opening a ticket at 4 pm (triggering the 24 hrs SLA) - my SLA is not supposed to finish the day after at 4 pm, but at 11:59 pm (23:59).

Anybody can help me with that? Is there a way to adjust my SLAs according to the above settings?

Many thanks in advance.

Regards

Leonardo Lenk

Visualizza commento · Data ultimo post: 24 gen 2024 · Leo Lenk

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Leo Lenk ha commentato,

Commento nella community Q&A - Help center and community

Hi Ifra Saqlain,

Thanks for you quick response regarding this matter and sorry for not getting back at you with the same promptness.

I will try out your suggestion right away and will let you know about the outcome.

Kind Regards

Leonardo Lenk

Visualizza commento · Data ultimo post: 06 nov 2023 · Leo Lenk

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