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JJ Breen

参加日2022年1月18日

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前回のアクティビティ2024年2月13日

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さんの最近のアクティビティ JJ Breen

JJ Breenさんがコメントを作成しました:

コメントHow to fix access issues

Thank you.

I have opened a support ticket because none of the admins in our account were copied over into our sandbox when it was created.  All of the admins in question were admins prior to creating the sandbox, including the admin who created the sandbox itself.

コメントを表示 · 投稿日時:2024年2月13日 · JJ Breen

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JJ Breenさんがコメントを作成しました:

コメントHow to fix access issues

In reference to Hiedi Kysther's update on June 27, 2023, am I to understand that creating a sandbox does not copy over any existing admins, and only the Account Owner has access to the sandbox by default?

Does this also apply to Premium sandboxes?

If we use SSO to log in to our primary ZenDesk account, how is this used for Sandbox?

コメントを表示 · 投稿日時:2024年2月09日 · JJ Breen

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JJ Breen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 want to push back on the notion that "Zendesk is designed around users having an email address, and it being unique."  The New User pop-up/modal allows a user to be created without an email address, and all of our phone-only users have no email address, so it is clearly possible to have users without email addresses.

 

In any case, I'll lay out at least one more use case which is relevant to our line of business:

A fair percentage of our customers have a generic email address for their primary user which is based on that user's title (CEO@abc.xyz, e.g.).  When that individual moves on to other pursuits, their replacement assumes the same email address but they are a distinct individual person.

If all I do is change the name of the user on the account, that leads to confusion on past tickets that were opened by the previous user.  Also, the new user may have completely different needs than the old one.

My only workaround at this point is to change the old user to "CEONoMore@abc.xyz" or something similar and then suspend them (completely optional but still protocol) so that I can assign the email address to a new user.

This is annoying enough for me to have to deal with, I certainly can't expect to be able to train a large contingent of people in our company to use this protocol just because we can't remove a primary email address.

コメントを表示 · 投稿日時:2023年7月07日 · JJ Breen

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JJ Breenさんがコメントを作成しました:

コメントCustomer management and profiles

Allen McKenzie,

Have you tried to use any of the APIs from https://developer.zendesk.com/api-reference/ticketing/organizations/organizations/ ?

Specifically, there is a GET method for pulling the Org ID for a user:

  • GET /api/v2/users/{user_id}/organizations.json

There is also a GET method for the Org details by Org ID:

  • GET /api/v2/organizations/{organization_id}

There are also PUT methods for updating organizations, again using the internal ID number or even the External ID.

コメントを表示 · 投稿日時:2023年5月17日 · JJ Breen

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JJ Breenさんがコメントを作成しました:

コメントTicket automation and collaboration

Jason Fouchier Jamie Noell @...,

I had an agent reach out to one of our partners today via a side conversation and then a second time and then call them to no avail.

I send a direct email from my email client to the partner and found via auto-reply that he is out of the office until next week.

I checked our suspended tickets and saw no indication that a reply was quarantined or suspended.

Did anyone ever find a resolution to bounce-back emails not propagating into Side Conversations and/or Suspended tickets?

コメントを表示 · 投稿日時:2023年4月14日 · JJ Breen

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JJ Breen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)

Brett Elliott, is there an update on the location of this item in the backlog?

コメントを表示 · 投稿日時:2023年4月05日 · JJ Breen

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JJ Breenさんがコメントを作成しました:

コメントSlack integration

David Rose, I think the "truncated message" oddities may result from the way the original message is being truncated.  I would change the 'if' statement to ' if ticket.latest_comment.size > 500', rather than comparing it to the length of the truncated string.

As far as removing images, here is the Liquid markup that I came up with to remove all of the extraneous image tags from the Slack message. You can add any additional logic for truncation and whatnot to the "clean_description" variable at the end.

Here's the logic:

  1. If you find the character set '![' in a ticket description, then:
  2. Split the string on the '![' character set
  3. Append the first sub-string into a 'clean_description'
  4. For each sub-string after the first sub-string, split on ')', which is the end of the image tag. 
  5. For each of these new sub-sub-strings, get rid of the first item (the entire image tag) and append the rest back into the 'clean_description' string, replacing any subsequent closing parentheses in case someone was using parentheses in their text.
  6. Iterate over the rest of the sub-strings that came as a result of splitting on '!['
  7. If you didn't find '![', then just assign the ticket description to the 'clean_description' 
  8. Finally, output the 'clean_description'

I've tested this through most of the afternoon today and have had good success with cleaning images and other tags out of the ticket descriptions in our Slack notifications.

Hopefully this helps at least one other person besides me.

{% if ticket.description contains '![' %}
    {% assign description_cleaner_array = ticket.description | split:'![' %} 
    {% for description_item in description_cleaner_array %}
      {% if forloop.index == 1 %}
            {% assign clean_description = description_item | append: ' ' %}
        {% else %}
            {% assign part_two_array = description_item | split:')' %}
            {% assign part_two_text = '' %}
            {% for part_two_item in part_two_array offset:1 %}
                {% assign part_two_text = part_two_text | append: part_two_item %}
                {% if forloop.last == false %}
                    {% assign part_two_text = part_two_text | append:')' %}
                {% endif %}
            {% endfor %}
            {% assign clean_description = clean_description | append: part_two_text | append: ' ' %}
        {% endif %}
    {% endfor %}
{% else %}
    {% assign clean_description = ticket.description %}
{% endif %}
{{ clean_description | split:'SPLIT TEXT' | first | truncate: 1000 }}

コメントを表示 · 投稿日時:2023年3月29日 · JJ Breen

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JJ Breenさんがコメントを作成しました:

コメントSetting up Agent Workspace

Diane Bilo, today's subject was "Important update: Zendesk is upgrading your support experience"

The subject of the email in January, 2022 sent to my colleague was "Reminder: Activate your Agent Workspace today"

コメントを表示 · 投稿日時:2023年3月23日 · JJ Breen

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JJ Breenさんがコメントを作成しました:

コメントSetting up Agent Workspace

Unless the e-mail I just got is specific to only our account, it appears that this will be mandatory starting in June, 2023.

The e-mail I received today is literally the first notice I've received about this mandatory and significant change as an admin.  90 days isn't much time to build a suite to completely re-train all of our employees.  Looking through my email, one user in my organization forwarded me an email about Agent Workspace in January, 2022.

コメントを表示 · 編集日時:2023年3月23日 · JJ Breen

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JJ Breenさんがコメントを作成しました:

コメントSlack integration

David Rose, how did you make out with the '-truncated message' addition?  Any rhyme or reason to it appearing?

How about removing images and tags from the JSON; that is the one part that I'm still struggling to remove from our slack notifications.  As you mentioned, when clients have all of their social media icons listed in their signature block, the channel fills up with a ton of useless noise.

コメントを表示 · 投稿日時:2023年3月15日 · JJ Breen

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