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Ahmed Esmat

가입한 날짜: 2021년 4월 16일

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마지막 활동: 2022년 11월 07일

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님의 최근 활동 Ahmed Esmat

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댓글Jira integration

Hello,

We are the post trigger for status updates and it is working fine when the Jira issue is linked to a single Zendesk Ticket. However, when we link multiple Zendesk tickets, none of them gets updated when the Jira is updated. Is there a solution or a workaround to this?

Regards,

Ahmed

댓글 보기 · 2022년 11월 07일에 게시됨 · Ahmed Esmat

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게시물 Feedback - Ticketing system (Support)

lookup relationship fields is a great feature, but not fully integrated in workflows (macros, triggers, and automations). I have done some testing and found out If it is of user type:
- Cannot be used in views to filter on “(current user)”
- Cannot be used in trigger actions to send emails
- Cannot be sent an email in automations

Hope this is considered as an immediate requirement!

2022년 10월 06일에 게시됨 · Ahmed Esmat

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댓글Ticket customization

That is what I am looking for. But I have done some testing and found out If it is of user type:
- Cannot be used in views to filter on “(current user)”
- Cannot be used in trigger actions to send emails
- Cannot be sent an email in automations

So, that is not a complete solution/feature!

Is there any solution to this?

댓글 보기 · 2022년 10월 09일에 편집됨 · Ahmed Esmat

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게시물 Feedback - Apps and integrations (Platform)

It is required to extract the integration log messages along with the details for analysis and reporting. This is expected to be done through both the UI and API calls.

They can only be browsed here:
https://.zendesk.com/admin/apps-integrations/integrations/logs

2022년 9월 02일에 게시됨 · Ahmed Esmat

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댓글Ticket management

"In a upcoming release, this will change so that views will use the schedule that is applied to the ticket."

What is the ETA?

댓글 보기 · 2022년 6월 10일에 게시됨 · Ahmed Esmat

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댓글Ticket editor, assignee, and requestor

The ability to edit closed tickets is extremely needed to be able to alter ticket fields values and tags. Use cases include modifying custom field values when they change, and correcting wrong values. Another use case is switching a custom ticket field type from free text to a drop-down field.

 

댓글 보기 · 2022년 3월 29일에 게시됨 · Ahmed Esmat

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커뮤니티 댓글 Feedback - Ticketing system (Support)

The ability to edit closed tickets is extremely needed to be able to alter ticket fields values and tags. Use cases include modifying custom field values when they change, and correcting wrong values. Another use case is switching a custom ticket field type from free text to a drop-down field.

댓글 보기 · 2022년 3월 29일에 게시됨 · Ahmed Esmat

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댓글Jira integration

Adding a ticket tag that starts with "jira_" also adds a label to the linked Jira issues. But how can it be removed from Jiras when removing it from the ticket?

댓글 보기 · 2022년 3월 23일에 게시됨 · Ahmed Esmat

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Ahmed Esmat님이 에 게시물을 만듦

게시물 Feedback - Ticketing system (Support)

We need a custom ticket field that lists the agent groups and names similar to the Assignee field. This would help if consultancy is needed from L3 or Dev teams without re-assigning the tickets. This is different from Follower since it may contain many other internal users and cannot filter on a single value.

2021년 11월 02일에 게시됨 · Ahmed Esmat

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커뮤니티 댓글 Feedback - Ticketing system (Support)

Strongly need to build triggers around light agents actions. 

댓글 보기 · 2021년 10월 26일에 게시됨 · Ahmed Esmat

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