Jacob the Moderator
I am passionate about creating the best possible digital user experiences, finding meaningful insights into user behavior, and leveraging that to shape and support business goals. I have been creating exceptional customer experiences within the service and support space using Zendesk products for 10+ years. I have worked in several international companies, and also in a couple of startups. https://www.linkedin.com/in/jjohst/
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Jacob the Moderatorさんの最近のアクティビティ-
Jacob the Moderatorさんがコメントを作成しました:
Hi Matt, I can think of a few options using a side conversation action from either a macro (manually applied) or a trigger (automated). Not knowing the exact use case here, I would caution against ...
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Jacob the Moderatorさんがコメントを作成しました:
Kolten Kittleson We use the Bulk Delete app to precision delete from the suspended tickets view, while the ability to delete in bulk is available natively, the ability to filter for Cause of suspen...
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Jacob the Moderatorさんがコメントを作成しました:
Hi Chris Gregory 👋 You sure can! I'm not a Liquid Markup expert, but have managed to get something working for your use case. Below, I'm using the {{ticket.updated_at_with_timestamp}} placeholder t...
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Jacob the Moderatorさんがコメントを作成しました:
Hi IVAN KATALINIC I'm sorry if I was unclear, I thought I was being succinct 😃 In an ideal world, as an admin I would want to make the merging messages private by default, but since I currently can...
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Jacob the Moderatorさんがコメントを作成しました:
I agree that admins should be able to control the default setting here. We can't trust that agents will untick those boxes when merging. We never want this merging message sent out, so we added con...
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Jacob the Moderatorさんがコメントを作成しました:
Hey karankuwarbidxb If you don't already have a webhook set up, you can follow steps 1 and 2 in this article: https://support.zendesk.com/hc/en-us/community/posts/5721747041434-Prevent-Thank-you-re...
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Jacob the Moderatorさんがコメントを作成しました:
Hey karankuwarbidxb You may be able to use a trigger and webhook to update a ticket date field using some Liquid Markup like the below: {% assign parts = ticket.title | split: "//" %}{% assign date...
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Jacob the Moderatorさんがコメントを作成しました:
Tetiana Gron This is great! I have the same question as Reshma Patel, surveying our agent-requesters is important to our organization and it is not currently possible.
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Jacob the Moderatorさんがコメントを作成しました:
Just wanted to drop a note to say that I updated my setup for activating Next-reply time targets using a trigger and webhook that would add a public comment authored by the requester on the ticket,...
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Jacob the Moderatorさんがコメントを作成しました:
Dana Barr Glad you found it helpful! We spent a lot of effort in creating forms that conditionally hide fields until required by the assignee in the ticket lifecycle - I didn't know the term "toggl...