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Maik Künnemann
已加入2021年4月16日
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最后活动2023年7月05日
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的最新活动 Maik Künnemann
Maik Künnemann 进行了评论,
There is a request, but still no feedback from the product manager Amisha Sharma .
https://support.zendesk.com/hc/en-us/community/posts/4408860670106-Customize-Agent-Workspace
查看评论 · 已于 2022年8月23日 发布 · Maik Künnemann
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Maik Künnemann 创建了一个帖子,
If a reply to an already closed ticket ends up in the locked tickets and is subsequently restored, no connection is made to the original ticket. Accordingly, the note in the follow up ticket is missing and the agents do not know that it is a follow up ticket.
已于 2022年8月22日 发布 · Maik Künnemann
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Maik Künnemann 创建了一个帖子,
If I use a webhook with a ticket id placeholder inside the url, the activity log dont show any information about the used url. So I don't know anything about the request if the body was empty. Could you please add the request url to the activity log information?
已于 2022年8月22日 发布 · Maik Künnemann
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Maik Künnemann 进行了评论,
Hi @...
The last 3 years it was possible to activate a SLA with a ticket update via API and a empty end user comment body:
{
"ticket": {
"comment": {
"body": "",
"author_id": 376666831978,
"public": true
}
}
}
Since july 29 nothing happens anymore. Before the change, the SLA was started with such API request. See this screenshot:
We used this workflow for quite different cases, e.g.
- Starting the SLA for proactive tickets
- Starting the SLA after adding internal comments
- Restarting the SLA because only one public comment was sent as an intermediate message, but a follow-up message must be sent to the customer within a new SLA.
All these cases were realized with a trigger + webhook + the API call above.
So we have to know why was this changed? What are the new workarounds to realize the cases shown?
查看评论 · 已于 2022年8月09日 发布 · Maik Künnemann
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Maik Künnemann 进行了评论,
Hi @...
The last 3 years it was possible to activate a SLA with a ticket update via API and a empty end user comment body:
{
"ticket": {
"comment": {
"body": "",
"author_id": 376666831978,
"public": true
}
}
}
Since july 29 nothing happens anymore. Before the change, the SLA was started with such API request. See this screenshot:
We used this workflow for quite different cases, e.g.
- Starting the SLA for proactive tickets
- Starting the SLA after adding internal comments
- Restarting the SLA because only one public comment was sent as an intermediate message, but a follow-up message must be sent to the customer within a new SLA.
All these cases were realized with a trigger + webhook + the API call above.
So we have to know why was this changed? What are the new workarounds to realize the cases shown?
查看评论 · 已于 2022年8月09日 发布 · Maik Künnemann
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Maik Künnemann 进行了评论,
If I use a webhook with a ticket id placeholder inside the url, the activity log dont show any information about the used url. So I don't know anything about the request if the body was empty. Could you please add the request url to the activity log information?
查看评论 · 已于 2022年8月03日 发布 · Maik Künnemann
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Maik Künnemann 进行了评论,
The problem is the wrong check mark, not the visible ticket. The ticket can be in the view, but not with a check mark for "skill match", when the other view said "no skill match"
查看评论 · 已于 2022年8月01日 发布 · Maik Künnemann
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Maik Künnemann 进行了评论,
Hi @... there is a bug if a ticket has no skills:
- the view column "skill match" said "match"
- the view condition "skills" said "no match"
It must be equal - either a ticket without skills is interpreted as "no match" or "match" - but not once like this and once like that!
查看评论 · 已于 2022年7月22日 发布 · Maik Künnemann
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Maik Künnemann 进行了评论,
Hello Amisha Sharma we talked about the topic from Gail. Do you have an update for this feature?
查看评论 · 已于 2022年7月20日 发布 · Maik Künnemann
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