Jacob the Moderator
My passion is to design and deliver the best digital user experiences, understand user behavior, and use that to drive and align with business objectives. I have over 10 years of experience in creating outstanding customer experiences using Zendesk products in the service and support domain. I have worked in various international companies and also in some startups. https://www.linkedin.com/in/jjohst/
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Atividade mais recente por Jacob the Moderator-
Jacob the Moderator comentou,
Hi Matt, I can think of a few options using a side conversation action from either a macro (manually applied) or a trigger (automated). Not knowing the exact use case here, I would caution against ...
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Jacob the Moderator comentou,
Kolten Kittleson We use the Bulk Delete app to precision delete from the suspended tickets view, while the ability to delete in bulk is available natively, the ability to filter for Cause of suspen...
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Jacob the Moderator comentou,
Hi Chris Gregory 👋 You sure can! I'm not a Liquid Markup expert, but have managed to get something working for your use case. Below, I'm using the {{ticket.updated_at_with_timestamp}} placeholder t...
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Jacob the Moderator comentou,
Hi IVAN KATALINIC I'm sorry if I was unclear, I thought I was being succinct 😃 In an ideal world, as an admin I would want to make the merging messages private by default, but since I currently can...
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Jacob the Moderator comentou,
I agree that admins should be able to control the default setting here. We can't trust that agents will untick those boxes when merging. We never want this merging message sent out, so we added con...
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Jacob the Moderator comentou,
Hey karankuwarbidxb If you don't already have a webhook set up, you can follow steps 1 and 2 in this article: https://support.zendesk.com/hc/en-us/community/posts/5721747041434-Prevent-Thank-you-re...
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Jacob the Moderator comentou,
Hey karankuwarbidxb You may be able to use a trigger and webhook to update a ticket date field using some Liquid Markup like the below: {% assign parts = ticket.title | split: "//" %}{% assign date...
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Jacob the Moderator comentou,
Tetiana Gron This is great! I have the same question as Reshma Patel, surveying our agent-requesters is important to our organization and it is not currently possible.
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Jacob the Moderator comentou,
Just wanted to drop a note to say that I updated my setup for activating Next-reply time targets using a trigger and webhook that would add a public comment authored by the requester on the ticket,...
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Jacob the Moderator comentou,
Dana Barr Glad you found it helpful! We spent a lot of effort in creating forms that conditionally hide fields until required by the assignee in the ticket lifecycle - I didn't know the term "toggl...