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Kuldeep Patidar

已加入2021年5月13日

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最后活动2023年12月27日

Do good, have good!!

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Kuldeep Patidar 进行了评论,

社区评论 Feedback - Ticketing system (Support)

Thank you for bringing your experience onto this forum! I think you may need to erase your browser cache/cookies and try to verify that ticket again. For me, this application has been operating as expected for several years.

查看评论 · 已于 2022年5月25日 发布 · Kuldeep Patidar

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Kuldeep Patidar 进行了评论,

社区评论 Feedback - Ticketing system (Support)

Hi Everyone, 

I hope you all are doing great!!

In regards to your concern, there's an app in the marketplace titled "User Data". You can simply install this application, and it will show you the requester email along with their requested tickets with status in the ticket view.

I hope this helps!!

Best,

Kuldeep

查看评论 · 已于 2022年5月25日 发布 · Kuldeep Patidar

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Kuldeep Patidar 进行了评论,

评论Using themes and customizing your Help Center

Hi Nick Bradford / Edmund Ewell

Thank you for reaching out!

think you can solve the problem by making some changes in your help center's style.css file. All you have to do is look for 'Hero Component' section and make the following amendments:

  1. Change: background-size: cover; > background-size: contain;
  2. add code: background-repeat: no-repeat;
  3. Click Publish

I hope this helps, but let me know if you have any questions.

Best,

Kuldeep

查看评论 · 已于 2022年4月26日 发布 · Kuldeep Patidar

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Kuldeep Patidar 进行了评论,

社区评论 Discussion - Tips and best practices from the community

Hi @...,

Thank you for your answer.

I apologize for having responded late. I'm wondering if you could create a support ticket so that we can have a discussion about the alternative.

Looking forward to hearing back!

查看评论 · 已于 2021年9月03日 发布 · Kuldeep Patidar

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Kuldeep Patidar 进行了评论,

社区评论 Discussion - Tips and best practices from the community

Hi @...,

Thanks for confirming. I feel strongly about information and love learning more on this. If possible, can you please help me in building that markup to achieve my goal.

Edit: I think we need to use “tickets/update_many” endpoint here.

I'm afraid as I have minimum knowledge of markup, so not sure how the correct code/request should look like.

I truly appreciate your valuable support!!

Regards.

Kuldeep

查看评论 · 已于 2021年8月16日 发布 · Kuldeep Patidar

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Kuldeep Patidar 进行了评论,

社区评论 Discussion - Tips and best practices from the community

Hi All,

I'm trying to establish an integration between two Zendesk instances, however I get the following error.

Request:

POST /api/v2/tickets.json HTTP/1.1

Response:

{"error":"Unprocessable Entity","message":"Server could not parse JSON"}

Below is what I sent in API request:

{% case ticket.group.id %}
{% when standard_group_id %}
{% assign group = 'secure_group_id' %}
{% else %}
{% assign group = '' %}
{% endcase %}
{
"ticket":
{
"subject": "{{ticket.title}}",
"group_id": {{group}},
"comment": {
"body": "{{ticket.comments_formatted}}"
},
"requester": "{{ticket.requester.email}}",
"tags": [
"escalated_from_standard",
"ticket_stub_required"
],
"custom_fields": [{"id": escalated_by_id, "value": "{{current_user.email}}"}]
}
}

Can anyone please help me?

Regards,

Kuldeep

查看评论 · 已于 2021年8月14日 发布 · Kuldeep Patidar

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Kuldeep Patidar 进行了评论,

社区评论 Discussion - Tips and best practices from the community

Hi @...,

Thanks for sharing the great workaround! This looks very much similar to what I thought, but I would like to know if 'Agent Replies' condition will address the 'Internal comments' or not?

Since we're using an escalation mechanism to compete with those request and with the increase in back and forth between the teams, we're getting a lots of internal comments in the ticket and therefore want to apply a tag that could be routed to a separate queue if feasible. Or if there is any other workaround, please let me know.

Thanks again!

Kuldeep

查看评论 · 已于 2021年8月13日 发布 · Kuldeep Patidar

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Kuldeep Patidar 进行了评论,

社区评论 Discussion - Tips and best practices from the community

Hi Ash, I hope you are doing well!

I have a query regarding ticket event properties! I was wondering if there is a functionality/capability within Zendesk to automatically trigger an escalations after 'X' amount of comments or events per ticket.

For example: A Zendesk ticket is submitted by the client, the client is provided guidance by the Core agents via macros and the client does not understand the request, they are then sent to Tier 2 for clarification, and Tier 2 comes back into the Zendesk ticket with questions for the Core  Agent. This goes on to hit 10 events/comments on the ticket.

Would it be possible to have the 10th comment trigger an automatic escalation, or apply a tag that could be routed to a separate queue?

I'm not certain if we can set it with the help of the HTTP target. Any information that you could share would be greatly appreciated.

Kind Regards,

Kuldeep

查看评论 · 已于 2021年8月12日 发布 · Kuldeep Patidar

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Kuldeep Patidar 进行了评论,

社区评论Discussion - Zendesk on Suite best practices

Thanks for the speedy response, Dave!

Yes, you have really helped me find an answer to my question and thank you for that resource.

Kindest Regards,

Kuldeep

查看评论 · 已于 2021年8月12日 发布 · Kuldeep Patidar

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Kuldeep Patidar 进行了评论,

社区评论Discussion - Zendesk on Suite best practices

Hi Team,

Currently we're using 'play' button function in Zendesk to automatically feed the next ticket in the Queue.

However, we are wondering if we use the Grouping feature to filter group based on value of a custom fields in a tickets (example: Assignee) and then ordering those tickets with another fields like Latest update or something. Can the 'Play' mode still be used to handle the ticket in the same queue?

Any information that you could share would be greatly appreciated.

Best,

Kuldeep

查看评论 · 已于 2021年8月11日 发布 · Kuldeep Patidar

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