Erkin Yaşar

I can not locate this setting also by following the said directions. Could you please enlighten us?

Thanks.

Hello,

Even though we have lots of options in Trigger and Automation Conditions, it would be very nice and helpful to have “Updated By” as an option. “Updated by” should include; “End Users”, “Agents”, “Admin”, “System”, “API, “Trigger-Automation"… etc. 

Actually, when a ticket is updated by any of the above, the trigger should be fired to take actions for further steps of the workflow. It will be really helpful for us to make better flows.

We have “Updated Via” option to choose “channel” in Trigger conditions and Ticket is "Updated" / “Created”  however these options are not enough in some cases.

For Example : T1 is the only team contacting with Customer. After dealing with a Messaging ticket, the ticket will be transferred to T2 (Backoffice) however as the ticket is not closed, ticket can be updated via messaging by customer(enduser) at any time. In this flow, T1 is the contacting team, Backoffice is not allowed to talk with the customer, the ticket will be updated by the enduser by messaging and backoffice needs to transfer it back to T1 manually will create waste of time.(Parent Child ticket is not a soluiton for this flow-not considered as an option) So having a “Updated By” condition, this can be done automatically via trigger and if T1 needs to direct it back to T2 it should be handled this way.

Thanks.

Greg Katechis

Thank you for the information Greg! Is it possible to add this "Send" button to any other custom app we are developing with apps framework? It is in the agent UI natively so we want to use "Send" button in our own app. 

Have a nice day!

Greg Katechis

Hello Greg,

Is it possible to add another button near "Send" button with apps framework? If possible could you please share the documentation.

Have a nice day Greg.

+1

Any Update on this issue?

Any update on this issue?

Hi,

If you are using smooch, by the help of proactive message templates on smooch, you may create automatic messages for out of office and may also send proactive apology messages to customers to continue the existing conversation / start a new conversation. You may directly contact  us through support@omnifactors.com . We may assist you as Zendesk Premium Partner.

Thank you.

+1 Any update?

Dear Mei-E Loh,

How can we add our subdomains on the chat ticket metrics arturo? Could you please help me?

Cheers,

Erkin