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Ahmed Zaid
参加日2022年2月10日
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前回のアクティビティ2025年2月20日
Certified Zendesk Expert (App developer & Administrator) | Technology Partner
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さんの最近のアクティビティ Ahmed Zaid
Ahmed Zaidさんがコメントを作成しました:
Hello,
I am experiencing the same issue like some of you recently, where tickets are solved as if the end-user clicked “Yes, close my request” without them knowingly doing so.
I am suspecting this is due to link expanders, similar to this issue where safe link or url expander service automatically opens the link in the email to close the issue. My suspension is because some of the reported cases are solved immediately when it would not have been possible for the customer to go through the article. I am not sure how to verify my suspicion about this yet.
コメントを表示 · 投稿日時:2025年2月03日 · Ahmed Zaid
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Ahmed Zaidさんがコメントを作成しました:
Hello Berkay Senocak,
I believe what you are looking for is a conversation integration, previously known as SunCo Webhook. You can find more details here https://support.zendesk.com/hc/en-us/articles/4576083789850-Creating-conversations-integrations-in-Admin-Center
I hope that works for you.
コメントを表示 · 投稿日時:2025年1月10日 · Ahmed Zaid
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Ahmed Zaidさんがコメントを作成しました:
Hello,
Few months ago, when I moved to Queue-based routing and disabled the trigger that added omnichannel_routing tag to email tickets, this feature has stopped working, so I had to roll back the configuration.
Can you please confirm if a routing tag is still needed for this feature with queue-based routing?
コメントを表示 · 投稿日時:2025年1月07日 · Ahmed Zaid
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Ahmed Zaidさんが投稿を作成しました:
Feature Request Summary:
I would like an API endpoint available for agents that can query other agents' statuses and capacity.
Description/Use Cases:
Using Omnichannel routing, it is possible to manage assignment to agents based on status and capacity. However, this does not prevent manual assignment. So anyone can assign a ticket to an agent who is "Out of Office" or at maximum capacity. To tackle this limitation in the agent workspace, an app would need an endpoint that can GET other agents' status and capacity.
Business impact of limitation or missing feature:
Handling time is severely affected when tickets are manually assigned to unavailable agents. If dashboards are not monitored in time,
Other necessary information or resources:
Expanding allowed roles for this endpoint would solve this feature request:
投稿日時:2024年12月19日 · Ahmed Zaid
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Ahmed Zaidさんがコメントを作成しました:
Hello Daniel Rafeedie I have this exact problem. Did you manage to find a solution?
コメントを表示 · 投稿日時:2024年12月19日 · Ahmed Zaid
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Ahmed Zaidさんがコメントを作成しました:
Hi Ashwin Raju
I love the latest update, but I feel that it blurred the line between name and external ID fields. All my use cases are now possible, but I feel that my setup is less clean and more like a workaround.
I would love to keep the name and ID functions separate (e.g. external ID is a serial number, and name is the actual name of the asset) yet be able to search my records in a lookup field by external ID.
コメントを表示 · 編集日時:2024年12月04日 · Ahmed Zaid
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Ahmed Zaidさんがコメントを作成しました:
Hi Rich Shupe ,
Sorry there was an incident few months ago that led to all my contributions being deleted by mistake. The solution for this one is to always add the year before the month in the attributes section. It should look like this
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Let me know if that works.
コメントを表示 · 投稿日時:2024年11月20日 · Ahmed Zaid
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