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Ahmed Esmat

已加入2021年4月16日

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最后活动2022年11月07日

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的最新活动 Ahmed Esmat

Ahmed Esmat 进行了评论,

评论Jira integration

Hello,

We are the post trigger for status updates and it is working fine when the Jira issue is linked to a single Zendesk Ticket. However, when we link multiple Zendesk tickets, none of them gets updated when the Jira is updated. Is there a solution or a workaround to this?

Regards,

Ahmed

查看评论 · 已于 2022年11月07日 发布 · Ahmed Esmat

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Ahmed Esmat 创建了一个帖子,

帖子 Feedback - Ticketing system (Support)

lookup relationship fields is a great feature, but not fully integrated in workflows (macros, triggers, and automations). I have done some testing and found out If it is of user type:
- Cannot be used in views to filter on “(current user)”
- Cannot be used in trigger actions to send emails
- Cannot be sent an email in automations

Hope this is considered as an immediate requirement!

已于 2022年10月06日 发布 · Ahmed Esmat

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Ahmed Esmat 进行了评论,

评论Ticket customization

That is what I am looking for. But I have done some testing and found out If it is of user type:
- Cannot be used in views to filter on “(current user)”
- Cannot be used in trigger actions to send emails
- Cannot be sent an email in automations

So, that is not a complete solution/feature!

Is there any solution to this?

查看评论 · 已于 2022年10月09日 编辑 · Ahmed Esmat

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Ahmed Esmat 创建了一个帖子,

帖子 Feedback - Apps and integrations (Platform)

It is required to extract the integration log messages along with the details for analysis and reporting. This is expected to be done through both the UI and API calls.

They can only be browsed here:
https://.zendesk.com/admin/apps-integrations/integrations/logs

已于 2022年9月02日 发布 · Ahmed Esmat

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Ahmed Esmat 进行了评论,

评论Ticket management

"In a upcoming release, this will change so that views will use the schedule that is applied to the ticket."

What is the ETA?

查看评论 · 已于 2022年6月10日 发布 · Ahmed Esmat

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Ahmed Esmat 进行了评论,

评论Ticket editor, assignee, and requestor

The ability to edit closed tickets is extremely needed to be able to alter ticket fields values and tags. Use cases include modifying custom field values when they change, and correcting wrong values. Another use case is switching a custom ticket field type from free text to a drop-down field.

 

查看评论 · 已于 2022年3月29日 发布 · Ahmed Esmat

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Ahmed Esmat 进行了评论,

社区评论 Feedback - Ticketing system (Support)

The ability to edit closed tickets is extremely needed to be able to alter ticket fields values and tags. Use cases include modifying custom field values when they change, and correcting wrong values. Another use case is switching a custom ticket field type from free text to a drop-down field.

查看评论 · 已于 2022年3月29日 发布 · Ahmed Esmat

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Ahmed Esmat 进行了评论,

评论Jira integration

Adding a ticket tag that starts with "jira_" also adds a label to the linked Jira issues. But how can it be removed from Jiras when removing it from the ticket?

查看评论 · 已于 2022年3月23日 发布 · Ahmed Esmat

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Ahmed Esmat 创建了一个帖子,

帖子 Feedback - Ticketing system (Support)

We need a custom ticket field that lists the agent groups and names similar to the Assignee field. This would help if consultancy is needed from L3 or Dev teams without re-assigning the tickets. This is different from Follower since it may contain many other internal users and cannot filter on a single value.

已于 2021年11月02日 发布 · Ahmed Esmat

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Ahmed Esmat 进行了评论,

社区评论 Feedback - Ticketing system (Support)

Strongly need to build triggers around light agents actions. 

查看评论 · 已于 2021年10月26日 发布 · Ahmed Esmat

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