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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,

评论Business rules

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,

社区评论 Feedback - Voice (Talk)

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:

  1. Talk -> Talk ticket form
  2. 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,

帖子 Feedback - Reporting and analytics (Explore)

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,

评论How to create and update reports

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,

帖子 Feedback - Voice (Talk)
I have a use cases where i want Talk to use a explicit ticket form called "Talking" instead of Default one. I don't to change my default form, as it might be used by email channel to create a ticket. 

 

My observation is when talk agent pickups a call , ticket is created on Default ticket form, and same via email channel.

 

I know a work around to set ticket form to "Talking" after ticket is created via trigger. Still we want "Talking" form to be used to create ticket instead of default one.
 

已于 2023年10月12日 发布 · Gulzar Shikalgar

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Gulzar Shikalgar 进行了评论,

评论Ticket automation and collaboration

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,

社区评论 Developer - Zendesk APIs

Eric

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,

帖子 Developer - Zendesk APIs

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,

评论General questions about email and email template

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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Gulzar Shikalgar 进行了评论,

社区评论 Q&A - Tickets and email

Hi Zendesk Team , 

Is there any bug or request feature tracking we can do for this issue ?

查看评论 · 已于 2023年3月23日 发布 · Gulzar Shikalgar

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