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Andreas Schuster

参加日2021年4月15日

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前回のアクティビティ2022年2月02日

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さんの最近のアクティビティ Andreas Schuster

Andreas Schusterさんがコメントを作成しました:

コミュニティのコメント Q&A - Tickets and email

Hi Miles,

you should find all the neccessary info here:
https://support.zendesk.com/hc/en-us/articles/203663336-Adding-support-addresses-for-users-to-submit-tickets

I would do it like that:

  1. set up forwarding from OURCOMPANY.org to OURCOMPANY.zendesk.com
  2. set up outgoing e-mail address to OURCOMPANY.org
    (don't forget to add the SPF record to your DNS)

Cheers,

コメントを表示 · 投稿日時:2021年5月13日 · Andreas Schuster

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Andreas Schusterさんがコメントを作成しました:

コミュニティのコメント Feedback - Ticketing system (Support)

Hi @...

Looks like Zendesk did not implement this feature you expect from the new workspace.
Did you already try a tool like Tampermonkey to fix it yourself?

Best,

コメントを表示 · 投稿日時:2021年5月13日 · Andreas Schuster

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Andreas Schusterさんがコメントを作成しました:

コミュニティのコメント Q&A - Tickets and email

Hi Serge,

Can that view be customized. In particular, I am looking to add 'solved' field to be able to see the solved date.

As far as I know, you cannot edit the columns in this special view.

In addition to being able to solve all the incidents by solving the problem ticket, we'd like to be able to solve the incidents individually and see the solved date in the view.

You can simply make a bulk-edit of those tickets you want to solve, instead of solving the Problem ticket. In the organization I work for, we also do it like that and don't solve the Problem ticket right away, because usually there are always some follow-up questions / few tickets arriving afterwards.

Cheers,
Andreas

 

コメントを表示 · 投稿日時:2021年5月09日 · Andreas Schuster

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Andreas Schusterさんがコメントを作成しました:

コミュニティのコメント Feedback - Ticketing system (Support)

I try to use emojis if I want to point something out (e.g. 🔴🟡🟢🟠🔵), however, I can understand that in certain business emails this does not look good. Let's hope Zendesk will fix this.

コメントを表示 · 投稿日時:2020年10月23日 · Andreas Schuster

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Andreas Schusterさんがコメントを作成しました:

コミュニティのコメント Discussion - Tips and best practices from the community

Hi @...,

Could you please try it with the following syntax?

{% unless ticket.tags contains 'nosignature' %}
Kind regards,
{{agent.signature}}
{% endunless %}

Cheers,

コメントを表示 · 投稿日時:2020年2月12日 · Andreas Schuster

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Andreas Schusterさんがコメントを作成しました:

コミュニティのコメント Feedback - Ticketing system (Support)

+1

Let's show some Community Moderator presence here 😉

コメントを表示 · 投稿日時:2020年2月11日 · Andreas Schuster

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Andreas Schusterさんがコメントを作成しました:

コミュニティのコメント Q&A - Objects, workspaces, and rules

Hi @...,

There is a workaround where you can update Zendesk itself.

 

Trigger

I can only advise you to set up this Trigger on ticket creation, or work with tags so that you can ensure it only fires once with ticket update. (worst case is a loop which spams your ticket with internal notes)

 

URL Target (Extension)

https://XXX.zendesk.com/api/v2/tickets/{{ticket.id}}.json?ticket[comment][public]=false

Let me know if this works for you.

Cheers,

コメントを表示 · 投稿日時:2020年2月04日 · Andreas Schuster

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Andreas Schusterさんがコメントを作成しました:

コミュニティのコメント Discussion - Tips and best practices from the community

Hi Helen,

The "auto-reply" is basically a public agent reply via the Zendesk API, that's why it is also the correct behavior that the SLA fires.

As mentioned by Brett I recommend you to add a tag to exclude such tickets with a facebook auto reply from your SLAs. This does not work however with the URL target below since Tags need to be set with a separate API call.

The easiest solution (but costly) would be to use a separate account for this auto-reply, and then you can set a tag with a trigger when this account replies to a ticket.

コメントを表示 · 投稿日時:2019年12月11日 · Andreas Schuster

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Andreas Schusterさんがコメントを作成しました:

コミュニティのコメント Discussion - Tips and best practices from the community

What I like about the default style though, is that you can with one click submit it with the current status.

コメントを表示 · 投稿日時:2018年7月23日 · Andreas Schuster

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Andreas Schusterさんがコメントを作成しました:

コミュニティのコメント Discussion - Tips and best practices from the community

Hi all,

I changed my employer last autumn, that's why I don't have access anymore to the account I created this article with.

 

@Sachin

In case this is still relevant, please post your questions here.

 

@Yanick

I'm not aware of any delays, as soon the ticket is fetched and replied in your Zendesk, it should also update on Facebook. Is it still persistent?

 

@Vladan

Always nice to hear that my solution could help a community moderator :)

 

@Claudia

Your solution of course also works, but there are several reasons why I think my solution could be the preferred one especially when using Zendesk.

- An auto-reply set up in Facebook is considered as public comment in Zendesk, this can mess with your triggers.
- My implementation can get you the responsive badge very quickly, while the official Facebook responder does not count towards that metric.
- You can populate the content based on information in Zendesk e.g. Out of office hours, holidays.

 

Hope I did not miss anything, I'm very happy to see that this solution is still in use and helpful to other people.

コメントを表示 · 投稿日時:2018年4月16日 · Andreas Schuster

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