Amer

Hi Bill,

Qvasa does do this! I'll reach out to you separately.

If you're curious, Qvasa is a Zendesk analytics and performance monitoring platform. We can alert via Slack, SMS and E-mail. If you add on our AI features we can analyze the tickets in the alerts and quantify the top contact reasons in the alert itself.
 

Please let me know if you have any questions or need any additional information from us.

Amer

Hi Lena, Qvasa has solved this problem. I would love to take the time to walk you through our product and how we've solved for multi-agent / multi-group statistics.

You can directly install our app and I'll enable our CSAT analysis tool for you. Or If you'd like you can book time directly with me here:

https://calendar.app.google/gkwwi3aZwY1ddvXp9

Hi Everyone,

Amer from Qvasa here. This is absolutely a problem we've solved for!

Our live-reporting combined with our AI tagging can show you your current state of affairs as Naomi asked for. Our cherry on top here is threshold alerting, which will alert you via email or slack when issues trend upwards.

If you want to book a call with me to learn how to do this and more you can do so here.

You can also install our app here.

Amer

The Qvasa zendesk app does this. I’d check it out

https://www.zendesk.com/marketplace/apps/support/930314/qvasa/

While I understand the need for ticket.status to be in the requestors language, is there a reason for ticket.status_category to be in the requestors language? Presumably the status_category is almost exclusively used for automations and not presented to the end user, can we make sure this is in English so that we may attach liquid logic to the placeholder output?

Hi Tipene,

This sounds like a bug to me. Wouldn’t the trigger want the status to be consistent based on the accounts language or at least have an option to get the zendesk default English state?

The language varies too much for this to be useful especially if there is not a translation option.

Thanks for responding Tipene!

I have a trigger that sends data to a webhook. The trigger gets triggered every time there is a state change on a ticket. The app is set up to run in the background. The trigger sends {{ticket.state}} to the webhook.

The state that I am receiving on the webhook side is not the account default language, it’s the agents default language. So I am getting a mix of languages depending on the agent working on the ticket.

This seems like it’s not the intended behavior of triggers/webhooks.

Thanks!

I have a client that installed my app. However they view zendesk in arabic. It looks like the trigger I created which accesses {{ticket.status}} is getting the status in Arabic, not the default ticket status in English.

How do I ensure that I get the english status?

When I run zcli apps:validate it tells me that JSHint validation failed. When I run JSHint on it's own it doesn't show me any errors

When I try to upload my app zip file it gives me an error but I cant seem to be able to track down what the error is "Unexpected token T" or get the rest of the error message.