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Justin Federico

Entrou em 16 de ago. de 2022

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Última atividade em 11 de out. de 2023

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Justin Federico comentou,

ComentárioTicket basics

Hi Lisa,

That EAP requires you to already have Agent Workspace enabled. Does the sandbox apply here? I would not enable this in prod unless this works as expected.

Exibir comentário · Publicado 10 de out. de 2023 · Justin Federico

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Justin Federico comentou,

ComentárioTicket basics

The text doesn't "disappear" but the issue is that you are preventing the agent from changing from "public" to "internal" on the fly. They would need to copy/paste the note or rewrite it.

The reverse order of the ticket comments is a dealbreaker for us. We would never use the Agent Workspace because of this change. This should be configurable. Another button does not resolve the issue.

You're changing the way that things have worked for years and what people are used to and calling it "better". The experience is not better and this is evident from the comments on this thread. If you fail to listen to your customers be prepared to lose them.

Exibir comentário · Publicado 10 de out. de 2023 · Justin Federico

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Justin Federico comentou,

ComentárioGeneral questions about email and email template

Is there a way to prevent the blocked tickets from showing up in the users' activities?

The user can see the blocked ticket in their activities and is given the option to create a follow-up ticket. In our configuration, this leads to the follow-up ticket being blocked as well.

Edit: This can be done by creating a "dummy" brand and assigning the tickets to that brand in the triggers.

Exibir comentário · Editado 02 de dez. de 2022 · Justin Federico

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Justin Federico comentou,

Comentário na comunidade Q&A - Objects, workspaces, and rules

The target will be deactivated if there are too many errors. Do you see any target failures under Zendesk API?

Exibir comentário · Publicado 24 de out. de 2022 · Justin Federico

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