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Ethan Hartman
Entrou em 22 de out. de 2021
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Última atividade em 23 de out. de 2024
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Ethan Hartman comentou,
Question: currently we are using a URL target to push “nearing SLA” notifications into Slack. It seems like the upcoming shutoff will affect this - can you share some tips on a good way to do this (I don't see a way to have the automation use the Zendesk <> Slack connector app).
Edit - I was able to create a new Slack app and switch to a webhook.
Exibir comentário · Editado 23 de out. de 2024 · Ethan Hartman
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Ethan Hartman criou uma publicação,
Feature Request Summary:
Notify admin(s) via email and/or add a sitewide banner when there may be issues with the Google connector blocking continued ingestion of email.
Additionally (or if it's difficult to determine the OAuth connection status) perhaps alarms could be set if no emails have come in for X hours.
Description/Use Cases:
Recently we had a situation where the Google connector for our default inbox needed to be refreshed (as they do occasionally) -- however we did not realize that this was necessary for almost 22 hours, in part due to continued tickets coming in via other channels.
Business impact of limitation or missing feature:
With no notification, it is possible for new tickets or responses to go missing for long periods of time, impacting service, SLAs, etc. Rare issue, but with potentially High impact.
Publicado 17 de set. de 2021 · Ethan Hartman
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