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Andreas Schuster

가입한 날짜: 2021년 4월 15일

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마지막 활동: 2022년 2월 02일

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커뮤니티 댓글 Q&A - Tickets and email

Hi Miles,

you should find all the neccessary info here:
https://support.zendesk.com/hc/en-us/articles/203663336-Adding-support-addresses-for-users-to-submit-tickets

I would do it like that:

  1. set up forwarding from OURCOMPANY.org to OURCOMPANY.zendesk.com
  2. set up outgoing e-mail address to OURCOMPANY.org
    (don't forget to add the SPF record to your DNS)

Cheers,

댓글 보기 · 2021년 5월 13일에 게시됨 · Andreas Schuster

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커뮤니티 댓글 Feedback - Ticketing system (Support)

Hi @...

Looks like Zendesk did not implement this feature you expect from the new workspace.
Did you already try a tool like Tampermonkey to fix it yourself?

Best,

댓글 보기 · 2021년 5월 13일에 게시됨 · Andreas Schuster

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커뮤니티 댓글 Q&A - Tickets and email

Hi Serge,

Can that view be customized. In particular, I am looking to add 'solved' field to be able to see the solved date.

As far as I know, you cannot edit the columns in this special view.

In addition to being able to solve all the incidents by solving the problem ticket, we'd like to be able to solve the incidents individually and see the solved date in the view.

You can simply make a bulk-edit of those tickets you want to solve, instead of solving the Problem ticket. In the organization I work for, we also do it like that and don't solve the Problem ticket right away, because usually there are always some follow-up questions / few tickets arriving afterwards.

Cheers,
Andreas

 

댓글 보기 · 2021년 5월 09일에 게시됨 · Andreas Schuster

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커뮤니티 댓글 Feedback - Ticketing system (Support)

I try to use emojis if I want to point something out (e.g. 🔴🟡🟢🟠🔵), however, I can understand that in certain business emails this does not look good. Let's hope Zendesk will fix this.

댓글 보기 · 2020년 10월 23일에 게시됨 · Andreas Schuster

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커뮤니티 댓글 Discussion - Tips and best practices from the community

Hi @...,

Could you please try it with the following syntax?

{% unless ticket.tags contains 'nosignature' %}
Kind regards,
{{agent.signature}}
{% endunless %}

Cheers,

댓글 보기 · 2020년 2월 12일에 게시됨 · Andreas Schuster

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커뮤니티 댓글 Feedback - Ticketing system (Support)

+1

Let's show some Community Moderator presence here 😉

댓글 보기 · 2020년 2월 11일에 게시됨 · Andreas Schuster

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커뮤니티 댓글 Q&A - Objects, workspaces, and rules

Hi @...,

There is a workaround where you can update Zendesk itself.

 

Trigger

I can only advise you to set up this Trigger on ticket creation, or work with tags so that you can ensure it only fires once with ticket update. (worst case is a loop which spams your ticket with internal notes)

 

URL Target (Extension)

https://XXX.zendesk.com/api/v2/tickets/{{ticket.id}}.json?ticket[comment][public]=false

Let me know if this works for you.

Cheers,

댓글 보기 · 2020년 2월 04일에 게시됨 · Andreas Schuster

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커뮤니티 댓글 Discussion - Tips and best practices from the community

Hi Helen,

The "auto-reply" is basically a public agent reply via the Zendesk API, that's why it is also the correct behavior that the SLA fires.

As mentioned by Brett I recommend you to add a tag to exclude such tickets with a facebook auto reply from your SLAs. This does not work however with the URL target below since Tags need to be set with a separate API call.

The easiest solution (but costly) would be to use a separate account for this auto-reply, and then you can set a tag with a trigger when this account replies to a ticket.

댓글 보기 · 2019년 12월 11일에 게시됨 · Andreas Schuster

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커뮤니티 댓글 Discussion - Tips and best practices from the community

What I like about the default style though, is that you can with one click submit it with the current status.

댓글 보기 · 2018년 7월 23일에 게시됨 · Andreas Schuster

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커뮤니티 댓글 Discussion - Tips and best practices from the community

Hi all,

I changed my employer last autumn, that's why I don't have access anymore to the account I created this article with.

 

@Sachin

In case this is still relevant, please post your questions here.

 

@Yanick

I'm not aware of any delays, as soon the ticket is fetched and replied in your Zendesk, it should also update on Facebook. Is it still persistent?

 

@Vladan

Always nice to hear that my solution could help a community moderator :)

 

@Claudia

Your solution of course also works, but there are several reasons why I think my solution could be the preferred one especially when using Zendesk.

- An auto-reply set up in Facebook is considered as public comment in Zendesk, this can mess with your triggers.
- My implementation can get you the responsive badge very quickly, while the official Facebook responder does not count towards that metric.
- You can populate the content based on information in Zendesk e.g. Out of office hours, holidays.

 

Hope I did not miss anything, I'm very happy to see that this solution is still in use and helpful to other people.

댓글 보기 · 2018년 4월 16일에 게시됨 · Andreas Schuster

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