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Eitan Blumin

가입한 날짜: 2021년 4월 15일

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마지막 활동: 2022년 11월 10일

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님의 최근 활동 Eitan Blumin

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게시물 Feedback - Ticketing system (Support)

Currently, only the "search" endpoint supports parameters for filtering the tickets.

Unfortunately, as documented HERE: It can take up to a few minutes for new tickets, users, and other resources to be indexed for search.

We need near-real-time data as part of our use case, so we resorted to using the "users/{user_id}/tickets/requested" endpoint instead.

However, this endpoint doesn't support any filtering parameters. It returns ALL tickets for a given requester. This also means that it takes a long time to return the results (including pagination) when the total number of tickets is nearing 1000.

In our use case, we only need the unsolved tickets for a given user, and we need the most up-to-date results. Our application often times out when fetching results for a user with too many tickets. Unfortunately, we have no option to change the timeout setting.

We request that, as a simple solution, to please add a "status" parameter for the "users/{user_id}/tickets/requested" endpoint, so that the data output would be reduced and results would be returned faster.

Thanks

2022년 11월 10일에 게시됨 · Eitan Blumin

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댓글Ticket automation and collaboration

I see. Okay, I'll try it out. Thanks!

댓글 보기 · 2022년 4월 18일에 게시됨 · Eitan Blumin

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댓글Ticket automation and collaboration

Okay, so to summarize:

If an end-user replies, regardless if they're the requester or CC'd, all recipients (except the poster) would receive a notification, regardless of a trigger.

If an agent replies, then it's dependent on a trigger.

Did I understand that correctly?

댓글 보기 · 2022년 4월 18일에 편집됨 · Eitan Blumin

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댓글Ticket automation and collaboration

So, actually, I don't need to configure any trigger that sends notifications to end-users about posted comments?

But conversely, what if I DON'T want end-users to receive notifications? (for a certain type of tickets, for example)

댓글 보기 · 2022년 4월 18일에 게시됨 · Eitan Blumin

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댓글Ticket automation and collaboration

That's interesting.

Does that work for CC'd contacts as well?

For example, when the requester adds a message, will the CC'd receive an e-mail?

댓글 보기 · 2022년 4월 17일에 게시됨 · Eitan Blumin

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댓글Ticket automation and collaboration

Thanks, Charles, but it's not what I asked.

The recipients still need to be notified of comments added to the request, even if they're posted by other end-users.

The only issue is that recipients should not be notified about comments that they themselves have posted.

댓글 보기 · 2022년 4월 17일에 게시됨 · Eitan Blumin

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댓글Ticket automation and collaboration

Hi,

A question from our end-users has come up in regards to notifications for CCs:

When an end-user replies to a ticket that has CCs, it sends a notification to the requester + CC'd.

But that means that the end-user who sent the reply, regardless of whether they're the requester or one of the CC'd, also gets the same notification - about the exact reply that they've submitted just now.

This has been reported to be quite an annoyance to our end-users, who end up being spammed by too many notifications, including from themselves.

Is there any way to resolve this?

After all, it's really not necessary for an end-user to be notified about their own replies that they just submitted.

댓글 보기 · 2022년 3월 24일에 게시됨 · Eitan Blumin

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댓글Ticket basics

Dane,

I was talking about the "My Activities" section in the Help Center, when an end-user is viewing a specific support request and wants to submit a new comment, the text formatting toolbar is NOT visible.

As I said, it's visible in the Communities section, but not in the My Activities section, nor in the Submit a request section, and not in the Support Widget either.

댓글 보기 · 2022년 3월 09일에 게시됨 · Eitan Blumin

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댓글Ticket basics

Hi,

Is it possible to allow end-users to use text formatting in support tickets?

I see that the text formatting panel exists in Communities, but not when commenting on support requests. Why is that?

댓글 보기 · 2022년 2월 23일에 게시됨 · Eitan Blumin

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커뮤니티 댓글 Feedback - Ticketing system (Support)

That's a cool workaround, @....

The same method could also be implemented using Slack integration as well.

Although, if I'm not mistaken, you gotta have Slack open (either the app or in a browser tab) in order to see the popup notifications.

Still, this is but a workaround and not an actual solution.

댓글 보기 · 2020년 6월 04일에 게시됨 · Eitan Blumin

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