Pesquisas recentes
Sem pesquisas recentes

Eitan Blumin
Entrou em 15 de abr. de 2021
·
Última atividade em 10 de nov. de 2022
Seguindo
0
Seguidores
0
Atividade total
37
Votos
15
Assinaturas
8
VISÃO GERAL DA ATIVIDADE
MEDALHAS
ARTIGOS
PUBLICAÇÕES
COMENTÁRIOS NA COMUNIDADE
COMENTÁRIOS EM ARTIGOS
VISÃO GERAL DA ATIVIDADE
Atividade mais recente por Eitan Blumin
Eitan Blumin criou uma publicação,
Currently, only the "search" endpoint supports parameters for filtering the tickets.
Unfortunately, as documented HERE: It can take up to a few minutes for new tickets, users, and other resources to be indexed for search.
We need near-real-time data as part of our use case, so we resorted to using the "users/{user_id}/tickets/requested" endpoint instead.
However, this endpoint doesn't support any filtering parameters. It returns ALL tickets for a given requester. This also means that it takes a long time to return the results (including pagination) when the total number of tickets is nearing 1000.
In our use case, we only need the unsolved tickets for a given user, and we need the most up-to-date results. Our application often times out when fetching results for a user with too many tickets. Unfortunately, we have no option to change the timeout setting.
We request that, as a simple solution, to please add a "status" parameter for the "users/{user_id}/tickets/requested" endpoint, so that the data output would be reduced and results would be returned faster.
Thanks
Publicado 10 de nov. de 2022 · Eitan Blumin
1
Seguidor
1
Votos
0
Comentários
Eitan Blumin comentou,
I see. Okay, I'll try it out. Thanks!
Exibir comentário · Publicado 18 de abr. de 2022 · Eitan Blumin
0
Seguidores
0
Votos
0
Comentários
Eitan Blumin comentou,
Okay, so to summarize:
If an end-user replies, regardless if they're the requester or CC'd, all recipients (except the poster) would receive a notification, regardless of a trigger.
If an agent replies, then it's dependent on a trigger.
Did I understand that correctly?
Exibir comentário · Editado 18 de abr. de 2022 · Eitan Blumin
0
Seguidores
0
Votos
0
Comentários
Eitan Blumin comentou,
So, actually, I don't need to configure any trigger that sends notifications to end-users about posted comments?
But conversely, what if I DON'T want end-users to receive notifications? (for a certain type of tickets, for example)
Exibir comentário · Publicado 18 de abr. de 2022 · Eitan Blumin
0
Seguidores
0
Votos
0
Comentários
Eitan Blumin comentou,
That's interesting.
Does that work for CC'd contacts as well?
For example, when the requester adds a message, will the CC'd receive an e-mail?
Exibir comentário · Publicado 17 de abr. de 2022 · Eitan Blumin
0
Seguidores
0
Votos
0
Comentários
Eitan Blumin comentou,
Thanks, Charles, but it's not what I asked.
The recipients still need to be notified of comments added to the request, even if they're posted by other end-users.
The only issue is that recipients should not be notified about comments that they themselves have posted.
Exibir comentário · Publicado 17 de abr. de 2022 · Eitan Blumin
0
Seguidores
0
Votos
0
Comentários
Eitan Blumin comentou,
Hi,
A question from our end-users has come up in regards to notifications for CCs:
When an end-user replies to a ticket that has CCs, it sends a notification to the requester + CC'd.
But that means that the end-user who sent the reply, regardless of whether they're the requester or one of the CC'd, also gets the same notification - about the exact reply that they've submitted just now.
This has been reported to be quite an annoyance to our end-users, who end up being spammed by too many notifications, including from themselves.
Is there any way to resolve this?
After all, it's really not necessary for an end-user to be notified about their own replies that they just submitted.
Exibir comentário · Publicado 24 de mar. de 2022 · Eitan Blumin
0
Seguidores
1
Votos
0
Comentários
Eitan Blumin comentou,
Dane,
I was talking about the "My Activities" section in the Help Center, when an end-user is viewing a specific support request and wants to submit a new comment, the text formatting toolbar is NOT visible.
As I said, it's visible in the Communities section, but not in the My Activities section, nor in the Submit a request section, and not in the Support Widget either.
Exibir comentário · Publicado 09 de mar. de 2022 · Eitan Blumin
0
Seguidores
0
Votos
0
Comentários
Eitan Blumin comentou,
Hi,
Is it possible to allow end-users to use text formatting in support tickets?
I see that the text formatting panel exists in Communities, but not when commenting on support requests. Why is that?
Exibir comentário · Publicado 23 de fev. de 2022 · Eitan Blumin
0
Seguidores
0
Votos
0
Comentários
Eitan Blumin comentou,
That's a cool workaround, @....
The same method could also be implemented using Slack integration as well.
Although, if I'm not mistaken, you gotta have Slack open (either the app or in a browser tab) in order to see the popup notifications.
Still, this is but a workaround and not an actual solution.
Exibir comentário · Publicado 04 de jun. de 2020 · Eitan Blumin
0
Seguidores
0
Votos
0
Comentários