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Florian

Entrou em 15 de abr. de 2021

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Última atividade em 05 de ago. de 2024

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Florian comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Makes sense! Please implement. We need that too!

Exibir comentário · Publicado 05 de ago. de 2024 · Florian

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Florian criou uma publicação,

Publicação Feedback - Reporting and analytics (Explore)

It seems that it is not possible to create metrics or attributes in the AI dataset that include ticket tags in the formulas.
Is there a way to add this option to the AI dataset?
It is essential for us to exclude merged tickets from the statistics, especially when we want to analyze how many tickets were solved with and without AI. If merged tickets are included with tickets without AI, the report will show inaccurate numbers.

AI dataset:

Publicado 22 de jul. de 2024 · Florian

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Florian comentou,

ComentárioBuilding reports

It appears that [Ticket tags] is not supported in the AI dataset.

This is needed to create metrics or attributes like this:

IF (NOT INCLUDES_ANY([Ticket tags], "closed_by_merge")) THEN [Ticket ID] ENDIF

For example, I want to create a report that shows how many tickets used AI and how many did not, similar to the pie chart in the default dashboard. However, it is necessary to exclude merged tickets from the non-AI tickets to avoid skewing the results.

Exibir comentário · Publicado 22 de jul. de 2024 · Florian

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Florian comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Amisha Sharma, thanks for the great news, when is this update going to be distributed?
I just checked our account, but it does not work yet.

Exibir comentário · Editado 27 de fev. de 2024 · Florian

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Florian comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Mark Leci, unfortunately, the required fields option doesn't help if something wrong is accidentally entered. In addition, Zendesk is unfortunately not that smart yet and an automatic or trigger that closes a ticket ignores the Required fields option. Of course, various tags, triggers, etc. can be used to close a ticket. However, mistakes can happen and having the option to change values afterwards makes your life much easier, especially when it comes to reporting.

Exibir comentário · Publicado 26 de jan. de 2024 · Florian

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Florian comentou,

Comentário na comunidade Q&A - Apps and integrations

Take a look at this article, as it may address what you are trying to accomplish:
https://support.zendesk.com/hc/en-us/articles/4408836523930-Printing-tickets

 

Thank you for the feedback. Unfortunately this is not what I'm looking for. Of course I am familiar with this simple function.


I would like to create an independent PDF document with partly static text content but also dynamic text content (based on ticket and organizational fields). The creation should be done using triggers, for example.

Exibir comentário · Publicado 10 de out. de 2023 · Florian

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Florian criou uma publicação,

Publicação Q&A - Apps and integrations

Hi there,

does anyone have a good, easy and possibly free solution for this topic.

I would like to create a PDF form/document (e.g. a PDF template with some basic information in it) via e.g. macro or trigger and would like to add information from the ticket (ticket field content and organization field content) to this document.

Then I'd either like to download the document in order to send it to the customer or it should automatically be added to a new comment.

Is there any easy way to do that? Does anyone have experience regarding this task?

In my scenario this should something similar like a common RMA form.

Publicado 09 de out. de 2023 · Florian

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Florian comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

A big plus for this feature. Would be good for us to have this too, as we still have some customers not using mail adresses trying to call us only.

Exibir comentário · Publicado 05 de out. de 2023 · Florian

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Florian comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

I'd give this request a big thumps up.

At the moment I have a annoying workaround via trigger and webhook.

Exibir comentário · Publicado 05 de out. de 2023 · Florian

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Florian comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

We have the same problem and also need to ban only one specific IP address.
I think Zendesk should be able to implement something easily.
Would be great if Zendesk would stop to ignore their customers valid requests.

Exibir comentário · Publicado 24 de ago. de 2023 · Florian

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