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Ulises

Entrou em 16 de abr. de 2021

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Última atividade em 28 de jan. de 2025

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Ulises comentou,

ComentárioExplore recipes

 

Hi, this doesn't seem to remove tickets with the “closed_by_merge” tag from the report. It only shows it as “1” or “0” as a true or false value
 

 

Exibir comentário · Editado 25 de set. de 2024 · Ulises

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Ulises comentou,

ComentárioHow to fix access issues

Hello, 

 

Is there a script we insert in Zendesk Guide to clear cookies/cache whenever any user logs in/out?

 

I'm not sure if this is possible or if there's an alternate solution, let me explain.

 

We have a script that displays a specific ticket form to clients based on an organization tag. We have a client who used a general form and we recently created a new form specifically for them. When they log in to submit a ticket, the old form still shows up and they incorrectly submit requests negatively impacting the information we require and routing tickets to an incorrect support group. 

 

I'm guessing this is because their cookies/cache haven't been cleared and it loads the “old” data. A script that removes this would be of great help, unfortunately, we have followed up with clients and advised them to clear their cookies/cache but they rarely do. 

Exibir comentário · Publicado 04 de set. de 2024 · Ulises

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Ulises comentou,

ComentárioTicket customization

+1 on Jimmy Rufo's comment. It would be really useful to have ticket conditioning based on the organization.

Exibir comentário · Publicado 20 de ago. de 2024 · Ulises

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Ulises comentou,

Comentário na comunidade Feedback - Reporting and analytics (Explore)

Why is this an option for Views but not for reports? 

This is something that is required and very useful.

Exibir comentário · Publicado 20 de ago. de 2024 · Ulises

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Ulises comentou,

ComentárioUsing Built by Zendesk apps

Not sure if anyone else is experiencing issues, but I have read only fields and hidden fields configured in the app but they are now showing up like normal fields. 

 

I tried changing the configuration but had no luck. Just noticed this today, not sure how long it has been going on for. 

Exibir comentário · Publicado 14 de jun. de 2024 · Ulises

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Ulises comentou,

ComentárioWorkflow best practices and recipes

We manage several Zendesk accounts with Professional/Enterprise plans and were able to add internal/public comments through triggers.  We faced a price increase in plan renewals because we were told that Zendesk was investing in creating additional features, most of which were irrelevant to our use case. 

Now basic features, like adding comments,  are part of an Add-on that costs an additional $50 a month per agent and as an alternative, you suggest we use: 

  1. Webhooks that are not officially supported and not recommended by Zendesk.
  2. 3rd party apps that also have a cost and additional configuration

Unfortunately, existing triggers that added comments stopped working and impacted our workflows. 

This is not only enraging but also worrying, I wonder what basic features we will be charged for next. Zendesk is the most expensive app we use today. 

 

Exibir comentário · Publicado 30 de abr. de 2024 · Ulises

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Ulises comentou,

Comentário na comunidade Q&A - Tickets and email

2024 and still no an option to exclude certain agents from group notification without complicated workarounds :/

 

Exibir comentário · Publicado 28 de mar. de 2024 · Ulises

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Ulises comentou,

Comentário na comunidade Discussion - Tips and best practices from the community

Hi Ifra Saqlain,

It's a multi-line field 

Exibir comentário · Publicado 20 de mar. de 2024 · Ulises

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Ulises comentou,

Comentário na comunidade Discussion - Tips and best practices from the community

Can someone provide some help?

I was able to hide and fill the subject and description with the following code but I would like to autopopulate de description with a custom ticket field that is being filled in the same ticket form. Is that possible?

Exibir comentário · Publicado 15 de mar. de 2024 · Ulises

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Ulises comentou,

Comentário na comunidade Q&A - Help center and community

Can someone provide some help?

I was able to hide and fill the subject and description with the following code but I would like to autopopulate de description with a custom ticket field that is being filled in the same ticket form. Is that possible?

Exibir comentário · Publicado 15 de mar. de 2024 · Ulises

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