최근 검색


최근 검색 없음

Maik Künnemann's Avatar

Maik Künnemann

가입한 날짜: 2021년 4월 16일

·

마지막 활동: 2023년 7월 05일

팔로잉

0

팔로워

0

총 활동 수

110

투표 수

38

플랜 수

36

활동 개요

님의 최근 활동 Maik Künnemann

Maik Künnemann님이 에 댓글을 입력함

커뮤니티 댓글 Feedback - Ticketing system (Support)

We have the same issue - the linked EAP is no longer available. Whats the status of this? This was more than 2 years ago.

댓글 보기 · 2022년 10월 19일에 게시됨 · Maik Künnemann

0

팔로워

1

투표

0

댓글


Maik Künnemann님이 에 댓글을 입력함

댓글Ticket basics

There is a request, but still no feedback from the product manager Amisha Sharma  .

https://support.zendesk.com/hc/en-us/community/posts/4408860670106-Customize-Agent-Workspace

댓글 보기 · 2022년 8월 23일에 게시됨 · Maik Künnemann

0

팔로워

0

투표 수

0

댓글


Maik Künnemann님이 에 게시물을 만듦

게시물 Feedback - Ticketing system (Support)

If a reply to an already closed ticket ends up in the locked tickets and is subsequently restored, no connection is made to the original ticket. Accordingly, the note in the follow up ticket is missing and the agents do not know that it is a follow up ticket.

2022년 8월 22일에 게시됨 · Maik Künnemann

2

팔로워

2

투표 수

0

댓글


Maik Künnemann님이 에 게시물을 만듦

게시물 Feedback - Ticketing system (Support)

If I use a webhook with a ticket id placeholder inside the url, the activity log dont show any information about the used url. So I don't know anything about the request if the body was empty. Could you please add the request url to the activity log information?

2022년 8월 22일에 게시됨 · Maik Künnemann

4

팔로워

2

투표 수

1

댓글


Maik Künnemann님이 에 댓글을 입력함

커뮤니티 댓글 Feedback - Ticketing system (Support)

Hi @... 

The last 3 years it was possible to activate a SLA with a ticket update via API and a empty end user comment body:

{
"ticket": {
"comment": {
"body": "",
"author_id": 376666831978,
"public": true
}
}
}

Since july 29 nothing happens anymore. Before the change, the SLA was started with such API request. See this screenshot:

 

We used this workflow for quite different cases, e.g.
- Starting the SLA for proactive tickets
- Starting the SLA after adding internal comments
- Restarting the SLA because only one public comment was sent as an intermediate message, but a follow-up message must be sent to the customer within a new SLA.

All these cases were realized with a trigger + webhook + the API call above.

So we have to know why was this changed? What are the new workarounds to realize the cases shown?

댓글 보기 · 2022년 8월 09일에 게시됨 · Maik Künnemann

0

팔로워

0

투표 수

0

댓글


Maik Künnemann님이 에 댓글을 입력함

커뮤니티 댓글 Feedback - Ticketing system (Support)

Hi @... 

The last 3 years it was possible to activate a SLA with a ticket update via API and a empty end user comment body:

{
"ticket": {
"comment": {
"body": "",
"author_id": 376666831978,
"public": true
}
}
}

Since july 29 nothing happens anymore. Before the change, the SLA was started with such API request. See this screenshot:

 

We used this workflow for quite different cases, e.g.
- Starting the SLA for proactive tickets
- Starting the SLA after adding internal comments
- Restarting the SLA because only one public comment was sent as an intermediate message, but a follow-up message must be sent to the customer within a new SLA.

All these cases were realized with a trigger + webhook + the API call above.

So we have to know why was this changed? What are the new workarounds to realize the cases shown?

댓글 보기 · 2022년 8월 09일에 게시됨 · Maik Künnemann

0

팔로워

0

투표 수

0

댓글


Maik Künnemann님이 에 댓글을 입력함

댓글Extending Zendesk

If I use a webhook with a ticket id placeholder inside the url, the activity log dont show any information about the used url. So I don't know anything about the request if the body was empty. Could you please add the request url to the activity log information?

댓글 보기 · 2022년 8월 03일에 게시됨 · Maik Künnemann

0

팔로워

0

투표 수

0

댓글


Maik Künnemann님이 에 댓글을 입력함

댓글Ticket management

The problem is the wrong check mark, not the visible ticket. The ticket can be in the view, but not with a check mark for "skill match", when the other view said "no skill match"

댓글 보기 · 2022년 8월 01일에 게시됨 · Maik Künnemann

0

팔로워

0

투표 수

0

댓글


Maik Künnemann님이 에 댓글을 입력함

댓글Ticket management

Hi @... there is a bug if a ticket has no skills:

- the view column "skill match" said "match"

- the view condition "skills" said "no match"

It must be equal - either a ticket without skills is interpreted as "no match" or "match" - but not once like this and once like that!

댓글 보기 · 2022년 7월 22일에 게시됨 · Maik Künnemann

0

팔로워

0

투표 수

0

댓글


Maik Künnemann님이 에 댓글을 입력함

커뮤니티 댓글 Feedback - Ticketing system (Support)

Hello Amisha Sharma we talked about the topic from Gail. Do you have an update for this feature?

댓글 보기 · 2022년 7월 20일에 게시됨 · Maik Künnemann

0

팔로워

0

투표 수

0

댓글