Sai Karri

In our case, we need screenshots images or pdf files to be attached of the invoices our customers receive

@zendesk Can you please take this up in the product feedback?

Neither there is a native feature in Zendesk that automatically detects malicious attachments, such as pornographic images, abusive text, etc.. NOR there is a suitable third-party app that could review such attachments or text. This is really important.

There should be profanity filter (there is one 3P app but only for Agent messages/output)

 

+1

We have 856 Macros and we want to assign them to QA team to monitor agent activity. This is such a fundamental functionality, can you please prioritize this Scott Allison 

How to add variables as tags in the transfer step to auto-populate the respective custom dropdown field I user in the agent form (in the workspace) for handling the tickets

The biggest issue apart from not having other field types is the dropdown field. The dropdown fields are not even visible at the transfer step in order to set existing variables against the dropdown fields values. Only text fields are visible!

 

Can I achieve this by creating variables in bot flow, setting tag values of a custom dropdown field against these variables and passing them to the ticket at the time of “transfer to agent”?

 

The biggest issue is dropdown fields are not even visible at the transfer step in order to set existing variables against the dropdown fields values. Only text fields are visible!

 

Hi all,
In order to deploy Zendesk native bot, do we need Sunshine conversations platform? The only need I see is For any API calls say to get some user info, or create a ticket via API when chat support is online, etc., but even for those, I see Zendesk Native bots have the capability to list/call/create tickets, users, requests, etc.

@... You mentioned in the other thread that you will launching this in H1 2024. Any luck on that?

@... Any update on this feature launch? to include other data types especially numeric, REGEX. It is really the need of the hour given it is important to do validation of customer inputs using REGEX

Donna Haddigan  You could create an automation to disable any kind of auto-release of the ‘assignee’ of a ticket based on assignee schedules or capacity rules like even if the ‘assignee’ goes on a break or ends the shift or is unavailable, set assignee as “current user” for tickets assigned to a specific assignee. 

We do it the other way round, we auto-release the tickets assigned to a assignee in a group to NULL after 2 hours of inaction (new, open, pending ticket statuses) so that it can get assigned to some other available agent in the group


OR 

Explore this - you might need to use skill based routing with shared views