WRO Jacuk-Zurak, Marta

Hello Noly,

Thank you for the update, the problem is that the number of claimants is unlimited, therefore using a drop-down with the numbers of claimants is not a possible solution for us. For now we just show the numeric field in View and ask to order the View by this field.

But back to the original post,

Are there any plans to calculate or compare numeric/decimal fields in Zendesk support as provided in the example in description?

Thank you

Hello,

We have come into an issue where apps installed in Zendesk are used in the ticket where shouldn't.

As there is a possibility to restrict this to groups or roles (so user-based) we need to restrict this to Ticket Forms.

In our case, we got an app that should be used in 2 forms (out of 10), cause the app is updating specific ticket fields. Those fields are available only in those two forms, in the rest of form they are not added.

Unfortunately, our agents use the app on the tickets that aren't in those two forms. This makes updates in the fields that are not available, but our scripts/API calls see all of the ticket fields and our processes failing due to the fact those fields are fulfilled.

The Ticket Form restriction on the Zendesk apps page would be helpful to have the app available specifically to the ticket itself, as the agent should be able to use the app, but only in a few ticket forms, not all of them.

Thank you

Hello,

Is there a plan to add the Form restriction setting for the apps? We have a case where the app should be used only in the specific forms and not in the other forms.

Thank you

Hello,

+1 for this idea. We got situations where the value in a custom drop-down changed, and we would like to assign the value back or notify people or webhooks.

This feature "changed to"/"changed from" would help us

Thanks

Hello,

The agents have recently asked me to add text of the message coming via Side Conversation.
Right now, we have only a trigger that is notifying agents about new message in Side Conversation in their tickets, but it would be great also to attach the text of that message.

For the messages coming normally there are placeholders that we use in notification triggers, for example:
"ticket.comments" or "ticket.latest_comment"

It would be nice to have similar placeholders for the message coming via Side Conversation so the agents could see the notifications and the text of a message and decide if this is an urgent message or not, instead of login into the ticket and checking in the system.

Right now, I do not have a workaround for this.

Thanks you

Hi,

I have noticed that when a Dashboard is sent or downloaded, where there is no data available at the moment (no tickets met the query conditions/requirements), the file cannot be open and Excel says it is corrupted.

Example:

Dashboard:

When I open the file which has been sent(scheduled delivery or downloaded), I got this error:

 

I would like to have a possibility to open the file (even if it is empty) or notice to the recipients that the file is empty so they will not receive anything from this Dashboard.

It is important for us to have this because of two situations:

1. Some of the reports are being sent to emails, where an automatic job is done. When this job received the corrupted file, it will fail until someone will not enable it again.

2. When upper managers get the corrupted files on their mailbox, they requests often fix the issue and re-sent the reports, or thinking that the email is a phishing and reporting this.

 

It would be good to have the possibility to not send the report via scheduled delivery if there is no data available at the moment and sent only a message instead (without the attached file).

For now, our workaround is to attach in the message wording that if it is corrupted it is probably empty (for managers).

But for the automatic jobs on the files, we have to schedule multiple deliveries and build a few same dashboards to exclude times where the job might receive the corrupted files.

Thanks

Hi,

I totally agree with this feedback. We have multiple dashboards that are delivered to the finance team. Some dashboards are automatically processed by scripts for further work.

In this case, if an admin sets schedules and leaves the company, our financial reports and further automatic jobs fail until we found the issue and fix it.

It would be nice if the scheduled deliveries are not assigned to the specific creator (Admin), but to the Zendesk Account (the company in general).

Thanks

Hello @...

Thank you very much for your comment. i checked my settings and I have it Transcript Visibility set to Public.

What I am asking is, if an agent sent manually a transcript (Action in chat window -> Export chat transcript), is it possible what email has been put there?

 

Thanks

Marta

Hello,

Where I can check to which email address the transcript was sent? I can see in Chat product in the chat history -> transcript that "Agent has requested an email transcript." but there is no info there nor ticket events to which email address it was sent.

Thank you

Hi,

I am implementing new processes in Zendesk for different tickets. It is sometimes a quite challenging task, where a lot of integrations are included. Once it is implemented there, we are making tests and the outcome should be that the ticket is visible in a specific View, based on the information included in the ticket fields.

Right now, when I am testing it and have the requirement that this ticket should be visible only in one View - I need to go through all of the Views to make sure it is not visible in any other View. This is my workaround to make sure that agents, that are not specialized to process such ticket, will not see and pick them.

I thought, that it would be nice to have information in the ticket (available for Admins only) that this ticket is currently visible in the listed Views in Zendesk Support.

Thanks