Cedric Easton

I have tried this automation, however, it doesn't open the ticket when the due date is within 1 day.

Hi @...

Is there an option to have this for other ticket types as well? I have tried various attempts to open a ticket when the due date is reached, when the date field is NOT the system field Due Date.

I don't understand why triggers and automations don't support full options on other ticket fields of date type. Is there a reasoning behind this and a way for me to work around that?

The reason why I'm trying to tie this to another field is that I want another ticket form to have due dates. It doesn't make sense to have the ticket type field in it though and since that isn't there I cannot add the Due Date. Zendesk forces me to add an unnecessary ticket field cluttering the view just so I can add a due date, which I can also properly use in triggers and automations?

Warm regards,
Cedric

Hi Andrew Chu

Unfortunately no. The problem occurs less frequently for us nowadays (~twice a week) and even after granting "account assumption" zendesk support could unfortunately not find any leads in the log files.

@... investigated this in a separate ticket for our organisation. The ticket has now been closed without a fix as the reduced frequency outweighs the work input required to investigate further. But maybe Brenda can say more about this matter.

Warm regards,
Cedric

Hi all,

We monitored the problem for a bit. We could rule out not-updated internet browsers and other client-side theories.

Current investigation state implies that the reason is the following:
For whatever reason, some calls are simultaneously forwarded to multiple call agents. We noticed this for three cases in real-time. With that theory, we checked call statistics in Zendesk Explore for reported cases and with the exception of one call, all of them had an additional call segment without forwarding to colleagues or other usual segment causes.

Is that something that you can confirm/reproduce and ideally fix?
I raised the point with Zendesk Support via E-Mail some time ago, but haven't heard back yet.

Warm regards,
Cedric

That must be new though. We have always used that variable and the attachment issues only arose yesterday. I wonder if something in the functionality on Zendesk side has been changed.

https://support.zendesk.com/hc/en-us/articles/4408886858138-Zendesk-Support-placeholders-reference
This reference hasn't been updated in two months though. I would still consider this to be a bug rather than an intended change.

Hi all,

Today we noticed an issue that when attaching a file to a public ticket comment, the file is not attached to the sent E-Mail. It is displayed in the ticket itself though.

When attaching files to E-Mails sent via side conversations, the attachment gets attached correctly.

Is that sth you can reproduce?

Warm regards,
Cedric

Hi,

As this problem is heavily impacting our performance on the phone hotline, I would be very thankful for a heads-up in this regard. Do you have any information regarding an implementation timeline by any chance?

Warm regards,
Cedric

Hi @...,

Do you have any news regarding the ticket creation you mentioned above?
If you are already investigating this or are going to create a ticket for it, could you let me know? I'd like to follow the progress of it.

Thank you in advance.

Warm regards,
Cedric

Hi there,

I was wondering if there is an update in this matter?
Have you gotten around to check whether the text snippet works in side conversations as well or whether it's 'just' in regular ticket comments?

Thank you in advance.

Warm regards,
Cedric

Hello all,

Our colleagues in the hotline are reporting strange issues with accepting calls since a few days:

Sometimes it is not possible to click the accept call button on the incoming call widget within Zendesk. Obviously, this is unfortunate as it leads to missed calls although our colleagues are actively looking at the incoming call widget. One colleague even reported that the accept call button was simply missing in the incoming call widget.

This issue does not appear every day, however, multiple colleagues have reported the issue already.

Unfortunately, we could not identify a pattern that causes this issue to arise so far and have no screenshot of this as of yet, but will get back to you once we do. Maybe someone else is experiencing this and can help?

Please let me know what information from our side would be helpful in the investigation.

Warm regards,
Cedric