最近搜索
没有最近搜索

Binh Du
已加入2021年10月16日
·
最后活动2024年11月19日
关注
0
关注者
1
活动总数
38
投票
1
订阅
25
活动概览
标记
文章
帖子
社区评论
文章评论
活动概览
的最新活动 Binh Du
Binh Du 进行了评论,
I would like to request the ability for Agent Status to be linked to the Out of Office app, by setting up either the Offline Status or a custom OOO status to turn on Unavailable for agents who have set themselves Offline or OOO in Agent Status. Our current usage is that all agents remain Online through an API script and only mark themselves Offline when going Out of Office, so having the two linked will ensure no tickets are assigned to them through the Zendesk Interface or through Triggers/Automations/Macros, but instead unassign to the Group and send out a group notification.
查看评论 · 已于 2024年6月27日 发布 · Binh Du
0
关注者
0
投票
0
评论
Binh Du 进行了评论,
Hello,
Is there a way to have Zendesk send Slack notifications for SLA targets or violations? Currently there are no SLA selections in triggers, and no Slack for Zendesk Support integrations in Automations so I'm unsure how to set this up.
查看评论 · 已于 2023年7月20日 发布 · Binh Du
0
关注者
2
投票
0
评论
Binh Du 进行了评论,
In the description it states "Changing the availability status either adds or removes a tag on tickets with a Pending, On-Hold, or Solved status, and optionally for all tickets with an Open status. For more information, see Understanding the agent_ooo tag below." Where is the option to turn on this feature for tickets with Open status? I'm not able to find it in the app's settings nor in the information under Understanding the agent_ooo tag.
查看评论 · 已于 2022年1月12日 发布 · Binh Du
0
关注者
1
投票
0
评论
Binh Du 进行了评论,
Hi Hervin,
I appreciate your assistance with my questions. Unfortunately, the system does not apply agent tags to tickets when they are assigned. I have tested it and only Requester tags are applied. I have created a custom User Field to try to apply tags to tickets and it does not work for Agents/Assignees.
查看评论 · 已于 2022年1月11日 发布 · Binh Du
0
关注者
1
投票
0
评论
Binh Du 进行了评论,
Hi I noticed this thread was still open so I was hoping to add to it with a request. Is it possible to add Agent or Assignee conditions to the Condition field in triggers? Currently the only options apply to Ticket, Requester, or Other. Our use case is setting up a User Field for Agents and being able to apply an Agent or Assignee tag to a ticket if the specific agent is assigned to the ticket, and then basing our triggers/automations based on the Agent/Assignee tag.
查看评论 · 已于 2022年1月11日 发布 · Binh Du
0
关注者
0
投票
0
评论
Binh Du 进行了评论,
For triggers, the only option I can see are tags for tickets. In fact, there are Condition options for Ticket, Requester, or Other, but nothing for Assignee. How would I use agent/assignee tags in the triggers as a Condition field?
查看评论 · 已于 2022年1月11日 编辑 · Binh Du
0
关注者
0
投票
0
评论
Binh Du 进行了评论,
Hello,
Can an agent or assignee user tag be added to a ticket? Or for the example listed in the article, where can {{ticket.assignee.tags}} be used?
查看评论 · 已于 2022年1月07日 编辑 · Binh Du
0
关注者
0
投票
0
评论
Binh Du 进行了评论,
Binh Du 进行了评论,
Hi Dave,
We originally thought we could set it up for Assignees as an Out of Office trigger. The conditions would be if the User Field (set as a checkbox) was checked for the Assignee, then for any incoming tickets assigned to that Assignee (all of our tickets are automatically assigned to specific Agents), a specified backup Agent would be added as a follower and emailed so that they could be able to take care of the tickets until the Assignee is no longer out of office. At first testing I thought it worked, but I did the test myself as both the Requester and Assigner and only later found out that it did not work as I intended. Could this feature be added or modified to include Assignees as well, or is there a different way to achieve what we are wanting to do?
查看评论 · 已于 2022年1月05日 发布 · Binh Du
0
关注者
0
投票
0
评论