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jvon

已加入2021年4月15日

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最后活动2024年1月29日

Zendesk Luminary

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jvon 进行了评论,

评论Using Built by Zendesk apps

Does this app support custom ticket statuses?

I'm trying to hide a specific status from humans selecting, under the "Hide dropdown form options" I'm using:

[{"name": "custom_status_id", "value": "23115822598036"}]

But the custom ticket status is still showing.

 

查看评论 · 已于 2024年1月29日 发布 · jvon

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评论Security and user access in Zendesk Support

So - there's probably an opportunity for enhancement here with the Activity Type filters.

I was able to find the activity in the audit log -- the Activity Type displays as "Permanently Deleted" (capture.png)

However - the filters don't have "permanently deleted" as an option, only deleted. (capture2.png)

Also - kind of weird for this to reference my account name within the assigned organization and not my community name - not sure if that placeholder can be updated :)

查看评论 · 已于 2024年1月26日 发布 · jvon

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评论Security and user access in Zendesk Support

Are bulk deletion actions expected to be in the audit log?  We have a workflow which involves deleting duplicate tickets (long story....) while we see some tickets that are manually deleted one-by-one - we do not see tickets that are bulk deleted. 

查看评论 · 已于 2024年1月25日 发布 · jvon

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社区评论 Q&A - Objects, workspaces, and rules

Just in case anyone stumbles on this article (it was the first Google result for me) -- this has changed since originally posted as HTTP targets don't quite exist (URL targets now)

 

There's a great answer on how to do this with a webhook here: https://support.zendesk.com/hc/en-us/community/posts/4448547580826/comments/4465550123290

查看评论 · 已于 2023年9月22日 发布 · jvon

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社区评论 Feedback - Reporting and analytics (Explore)

I've previously set up calculated attributes on the ticket updates dataset to look at [Changes - Field Name], [Changes - Previous Value], and [Changes - New Value] to track when a tag is added to a ticket.  

Essentially the calculated attribute formula looks like this:


IF (
  [Changes - Field name] = "Ticket tags"
  AND
  NOT(CONTAINS([Changes - Previous value],"tag"))
  AND
  CONTAINS([Changes - New value],"tag")
  )
  THEN
    TRUE
   ELSE
     FALSE
   ENDIF

I was trying to set up something similar today and noticed that "Ticket Tags" no longer shows under the [Changes - Field Name] results and reports I've previously used to track these behaviors are now broken, which is pretty frustrating.

 

The only other way to track this now is by leveraging data we're collecting from the Support API Ticket Audits endpoint, which I think the majority of Zendesk customers wont have the time/effort/resources to do.

 

👎

查看评论 · 已于 2022年10月19日 发布 · jvon

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社区评论 Feedback - Ticketing system (Support)

I think "Set Tags" may be better labeled as "Replace all tags with" 

Couple related thoughts:

  • Remove the relationship between tags and custom field values (or hide the tags related to custom fields)
  • It would be great if as an admin I can permission who can use "Set Tags" or disable specific macro actions
  • It would also be nice if Rules/Automations could identify if tags were added/removed to the ticket rather than if they're currently present

 

查看评论 · 已于 2022年8月18日 发布 · jvon

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社区评论 Feedback - Voice (Talk)

This.

 

Voice contact center operations need this to understand utilization and occupancy is commonly a KPI for agents in my organization (along with others, I'm sure).

 

Seconding Amanda's request for reporting on all statuses -- I'd also like to know how many times an agent manually went into each status (in case someone is toggling quickly to avoid calls)

查看评论 · 已于 2020年1月10日 发布 · jvon

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社区评论 Feedback - Reporting and analytics (Explore)

+1 on this -- we need historical data for Talk availability beyond the summarized "total time" metrics. 

 

If an agent is avoiding calls by toggling into away and back to available really quick, we have no way to capture that unless we witness it.  We factor available/away time into our utilization reports - not being able to report on this at an agent level over time is causing us a bit of a headache

查看评论 · 已于 2019年5月02日 发布 · jvon

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