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Tamara Pascual

Entrou em 25 de abr. de 2022

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Última atividade em 20 de fev. de 2025

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Tamara Pascual criou uma publicação,

Publicação Feedback - Ticketing system (Support)

Currently, the Required to Solved a ticket condition is only executed if the ticket is manually Solved. If you have fields with this condition and triggers and/or macros that have the action of closing the ticket as Solved, the Required to Solved a ticket condition does not work, being able to solve tickets with fields without information.

If we try to automate flows in the tickets but these conditions do not work together with everything programmed, it leaves the created service "lame".

I hope that Zendesk can take note and that soon we can use the conditions of the fields within the triggers and not have to make more detours to cover these needs.

 

Thanks!

Publicado 23 de dez. de 2022 · Tamara Pascual

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Tamara Pascual comentou,

ComentárioTicket management

Hi @...,

Thanks for your comment. One more question: If I want to not allow a State change to Solved by the end user (client) in general and not with a trigger, can I do it? We need to apply some changes to the form before the ticket is resolved. I just want the agent to be able to switch to Solved after I've written the solution note, for example. I don't want to change Solved (customer made) to Open to apply changes to the ticket because the customer will receive an email notification with the status change.

Exibir comentário · Publicado 24 de ago. de 2022 · Tamara Pascual

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Tamara Pascual criou uma publicação,

Publicação Q&A - Tickets and email

Hi! I would like to add more fields in the body email but not in ''content''. I want it in the same line as the system fields (Ticket #, Status, Requester...) Does anyone know where I can modify the setting and add it?

 

Thanks in advance!

Publicado 23 de ago. de 2022 · Tamara Pascual

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Tamara Pascual comentou,

ComentárioTicket management

Hi,

Is there any option to forbid the end user to change the status for Solved?

Thanks!!

Exibir comentário · Publicado 23 de ago. de 2022 · Tamara Pascual

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Tamara Pascual comentou,

ComentárioFormatting and customizing your email

Hi!!

If I understood correctly, this new release is for customers who are using Gmail as their main email account. Is it right? If so, those of us who do not use Gmail as an email engine do not benefit from this improvement at all and there is no need to update the placeholders.

Could you confirm, please?

Thanks in advance!

Exibir comentário · Publicado 23 de ago. de 2022 · Tamara Pascual

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