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Gulzar Shikalgar
已加入2023年2月16日
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最后活动2023年11月14日
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Gulzar Shikalgar 进行了评论,
Hi Zendesk Team,
Is there any way to load ticket_form_id or ticket_form_title (not Display name for end user) as placeholder references ?
查看评论 · 已于 2023年10月31日 编辑 · Gulzar Shikalgar
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Gulzar Shikalgar 进行了评论,
Hi Widson Reis,
I tried the suggested approach.
We have the capability to make form changes after a call connects and a ticket is created with the Default form, which, in our case, is 'General.' Please refer to the event screenshot for more information.
However, I still have concerns regarding the suggested approach. Our preference is to select the form at the time of ticket creation rather than all ticket events. Therefore, we would need to implement a 'Meet ALL conditions' rule with Ticket > is > Created.
My query/request is whether Zendesk can understand and create a ticket directly with the provided form type based on the Channel. I would prefer to avoid the situation where a ticket is initially created with the Default form and then a trigger is required to change the form.
Like:
- Talk -> Talk ticket form
- Email -> Email ticket form
查看评论 · 已于 2023年10月23日 发布 · Gulzar Shikalgar
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Gulzar Shikalgar 创建了一个帖子,
Is there any way possible to link Merged and Merged-into ticket in Zendesk Explore reports
Like apply and contains search query on comments "This request was closed and merged into request #1019".
已于 2023年10月23日 发布 · Gulzar Shikalgar
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Gulzar Shikalgar 进行了评论,
Following up on requirement raised by Alfred Marti.
Is there any way possible to link Merged and Merged-into ticket in Zendesk Explore reports
Like apply and contains search query on comments "This request was closed and merged into request #1019"
查看评论 · 已于 2023年10月13日 发布 · Gulzar Shikalgar
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Gulzar Shikalgar 创建了一个帖子,
已于 2023年10月12日 发布 · Gulzar Shikalgar
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Gulzar Shikalgar 进行了评论,
As per Statement on Zendesk portal
"When enabled, agents and admins can add and remove other agents to existing tickets as followers. Active followers receive notifications when ticket updates occur."
What does ticket updates mean over here ? Is it only comments ? Does changing of ticket field or ticket status attributes to ticket update ?
We tested this and notification are only sent when we add a comment .
查看评论 · 已于 2023年9月12日 发布 · Gulzar Shikalgar
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Gulzar Shikalgar 进行了评论,
Here is how i am measuring it:
- We send updated_at timestamp in webhook payload for a ticket.
- Then after request is received in our backend-service, we just write a logic request_received_time - update_at timestamp , this gives me result.
Other way i measure is via signature-timestamp in header here is example of same:
- ticket "updated_at": "2023-08-24T04:22:28Z"
- X-Zendesk-Webhook-Signature-Timestamp : 2023-08-24T04:22:30Z
查看评论 · 已于 2023年8月24日 编辑 · Gulzar Shikalgar
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Gulzar Shikalgar 创建了一个帖子,
I have a case where we have a webhook passing details to our backend system via post methods on Create or update ticket via trigger.
I have observed that it takes almost on average 2 - 2.5 seconds for zendesk to send the request.
Is there a way we can minimize the zendesk trigger time.
We also have other trigger such as Set, Assign and Notification, last trigger is the webhook. one.
已于 2023年8月23日 发布 · Gulzar Shikalgar
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Gulzar Shikalgar 进行了评论,
Is there a way to block all incoming email channel tickets. We don't even want to create a ticket in Zendesk.
查看评论 · 已于 2023年8月11日 发布 · Gulzar Shikalgar
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