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Ahmed Esmat

Entrou em 16 de abr. de 2021

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Última atividade em 07 de nov. de 2022

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Atividade mais recente por Ahmed Esmat

Ahmed Esmat comentou,

ComentárioJira integration

Hello,

We are the post trigger for status updates and it is working fine when the Jira issue is linked to a single Zendesk Ticket. However, when we link multiple Zendesk tickets, none of them gets updated when the Jira is updated. Is there a solution or a workaround to this?

Regards,

Ahmed

Exibir comentário · Publicado 07 de nov. de 2022 · Ahmed Esmat

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Ahmed Esmat criou uma publicação,

Publicação Feedback - Ticketing system (Support)

lookup relationship fields is a great feature, but not fully integrated in workflows (macros, triggers, and automations). I have done some testing and found out If it is of user type:
- Cannot be used in views to filter on “(current user)”
- Cannot be used in trigger actions to send emails
- Cannot be sent an email in automations

Hope this is considered as an immediate requirement!

Publicado 06 de out. de 2022 · Ahmed Esmat

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Ahmed Esmat comentou,

ComentárioTicket customization

That is what I am looking for. But I have done some testing and found out If it is of user type:
- Cannot be used in views to filter on “(current user)”
- Cannot be used in trigger actions to send emails
- Cannot be sent an email in automations

So, that is not a complete solution/feature!

Is there any solution to this?

Exibir comentário · Editado 09 de out. de 2022 · Ahmed Esmat

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Ahmed Esmat criou uma publicação,

Publicação Feedback - Apps and integrations (Platform)

It is required to extract the integration log messages along with the details for analysis and reporting. This is expected to be done through both the UI and API calls.

They can only be browsed here:
https://.zendesk.com/admin/apps-integrations/integrations/logs

Publicado 02 de set. de 2022 · Ahmed Esmat

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Ahmed Esmat comentou,

ComentárioTicket management

"In a upcoming release, this will change so that views will use the schedule that is applied to the ticket."

What is the ETA?

Exibir comentário · Publicado 10 de jun. de 2022 · Ahmed Esmat

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Ahmed Esmat comentou,

ComentárioTicket editor, assignee, and requestor

The ability to edit closed tickets is extremely needed to be able to alter ticket fields values and tags. Use cases include modifying custom field values when they change, and correcting wrong values. Another use case is switching a custom ticket field type from free text to a drop-down field.

 

Exibir comentário · Publicado 29 de mar. de 2022 · Ahmed Esmat

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Ahmed Esmat comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

The ability to edit closed tickets is extremely needed to be able to alter ticket fields values and tags. Use cases include modifying custom field values when they change, and correcting wrong values. Another use case is switching a custom ticket field type from free text to a drop-down field.

Exibir comentário · Publicado 29 de mar. de 2022 · Ahmed Esmat

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Ahmed Esmat comentou,

ComentárioJira integration

Adding a ticket tag that starts with "jira_" also adds a label to the linked Jira issues. But how can it be removed from Jiras when removing it from the ticket?

Exibir comentário · Publicado 23 de mar. de 2022 · Ahmed Esmat

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Ahmed Esmat criou uma publicação,

Publicação Feedback - Ticketing system (Support)

We need a custom ticket field that lists the agent groups and names similar to the Assignee field. This would help if consultancy is needed from L3 or Dev teams without re-assigning the tickets. This is different from Follower since it may contain many other internal users and cannot filter on a single value.

Publicado 02 de nov. de 2021 · Ahmed Esmat

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Ahmed Esmat comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Strongly need to build triggers around light agents actions. 

Exibir comentário · Publicado 26 de out. de 2021 · Ahmed Esmat

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