최근 검색
최근 검색 없음

Pierre Merrien
가입한 날짜: 2021년 4월 15일
·
마지막 활동: 2021년 11월 01일
팔로잉
0
팔로워
0
총 활동 수
20
투표
1
플랜 수
9
활동 개요
배지
문서
게시물
커뮤니티 댓글
문서 댓글
활동 개요
님의 최근 활동 Pierre Merrien
Pierre Merrien님이 에 댓글을 입력함
Hi All,
I posted a possible solution to this some time ago here:
Pierre
댓글 보기 · 2016년 11월 25일에 게시됨 · Pierre Merrien
0
팔로워
1
투표
0
댓글
Pierre Merrien님이 에 댓글을 입력함
Hi everyone,
If your interested, the post on the CC user option is here:
Regards,
Pierre
댓글 보기 · 2016년 9월 12일에 게시됨 · Pierre Merrien
0
팔로워
0
투표 수
0
댓글
Pierre Merrien님이 에 게시물을 만듦
There are many different uses for the CC option. The instructions below are just for CC'ing a particular person based on the creation of a ticket where the value of a field is True.
I use several CC logic. One which fires via a macro. Everything should be here to get you started anyway... Good luck!
Step (1) – The Field Admin>Manage>Ticket Fields
- Firstly you will need to create a new drop-down field and add your values to it. The example below shows a ‘CC Third Party Repairer’ field for two companies. (NOTE: Once created, you'll need to return back to this field and take note of the Custom field ID)
Step (2) – The Form Admin>Manage>Ticket Forms
- Click on your form to edit it.
- Add your newly created field to your Form by dragging and dropping it in the prefered order.
- Refresh your Zendesk in order for the field to show.
Step (3) – The Dynamic Content;
- Under Admin>Manage>Dynamic Content - Add a Dynamic item
- Give the Dynamic Content a meaningful name (title)
- Select the language type
- Type the content as shown below
Notice the placeholders for the Field ID and tags, taken from above. The full email address for each company is also required.
Step (4) – The Field Admin>Settings>Extensions>Add Target>URL target
Select the Url target option near the top right
- Give the Target a meaningful title
- Url; https://yourdomain.zendesk.com/api/v2/tickets/{{ticket.id}}.json+?ticket[collaborators]={{dc.third_party_email_mobile_repairers}}
Note: The placeholder '{{dc.third_party_email_mobile_repairers}}' is the name of the Dynamic title created in Step 2 above.
Step (5) – The Triggers; There are 4 triggers in total, 2 for each company.
- Under Admin>Business Rules>Triggers - Add Trigger
- Depending on your 'Use Case' you'll need to create a trigger for each company (or any field the rule-event is based on). The example below shows the logic set-up for “Company 1”. The following rules/conditions is based on the condition that the ticket is created and value "Company Name 1 (repairs@companyname1)" is selected from the field.
NOTE: Just above (common practice) we remove the tags from company 2, just in case they were there previously. Outlined in Blue we add and then nulify the tag to prevent it from fireing in a loop.
The 'Update' Trigger; Here we have another trigger should you want to update/change the CC for another company. (again, depends on 'Use Case')
- The below shows the logic set-up for “Company 1”. The following rules/conditions is based on the condition that the ticket is updated and value "Company Name 1 (repairs@companyname1)" is selected from the field.
NOTE: Just above (common practice) we remove the tags from company 2, just in case they were there previously. Outlined in Blue we add and then nulify the tag to prevent it from fireing in a loop.
IMPORTANT NOTE: To remove the CC you should create another trigger, (if xxx field is blank) ensuring you create an action to remove all tags.
That's it.. you should be done.
Not Working?
- Go to; Admin>Settings>Extensions>Edit Target
- Re-type over your password
- Update Target
- Submit
:-)
2016년 9월 12일에 게시됨 · Pierre Merrien
0
팔로워
29
투표 수
29
댓글
Pierre Merrien님이 에 댓글을 입력함
I have a solution for CC-ing any person internal or external based on a custom field. I have achieved this so its automatic, based on the selected value of a field. E.g; Ticket is created > Customer is XYZ > CC customer(s)
Anyoneone interested.. I'm documenting it now.
Pierre
댓글 보기 · 2016년 9월 09일에 게시됨 · Pierre Merrien
0
팔로워
0
투표 수
0
댓글
Pierre Merrien님이 에 댓글을 입력함
Pierre Merrien님이 에 댓글을 입력함
To all,
Great stuff!
I set my Triggers and Automations (similar process to the above) about 10 months ago due to the large amount of pending tickets we had at level 1 Support. Since introduced, it's certainly speeded things up. Works 100%.
*My only addition was some extra views for level 1 support.
Example: When the agent applies a macro (e.g 'B') the ticket goes into the holding pen (A) until 72hrs comes around... (escalates to 'C') and so on. The final macro (D) notifies the end-user that the ticket will considered closed within 24 hours. This is done automatically.
(A) All CSC Pending tickets 21
(B) Pending tickets - Over 2 days (48hrs) 7
(C) Pending tickets - Over 3 days (72hrs) 10
(D) Pending tickets - Over 5 days (120hrs) 4
To manage pending tickets, our agents only refer to views B, C, and D.
Hope this helps?
Pierre
댓글 보기 · 2015년 6월 01일에 게시됨 · Pierre Merrien
0
팔로워
0
투표 수
0
댓글