Just the Right Amount of Slack Notifications
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Any CSAT > Slack trigger experts here? I’ve set up a webhook to send good ratings to a slack channel, but any time the ticket is put back into solve, it will resend the satisfaction comment to slack.
Example, if a customer leaves a CSAT comment > slack notification comes through > customer replies and reopens the ticket, the agent responds and marks the ticket as solved again, the same CSAT notification is sent to Slack again.
- Zendesk Triggers Explorer
Community Member A: Hi! Do you want this trigger to send it just one time only? Or what is the issue with the trigger?
Zendesk Triggers Explorer: I would like it to send the csat comment one time only, because everytime an agent marks the same ticket as solved, the same csat notification is sent to slack.
Community Member A: Then you need to add the condition like tag XXX is not present and the same tag as an action. The trigger will add this tag once and it will prevent the same trigger to work again.
Need a Chat Widget Hero
Hey chat widget heroes, I have one of those "this seems like it should be soooo simple" requests that will probably result with a NO. But where on earth is the setting to suppress the Phone (Optional) field in our chat form?
- Chat Manager
Rafael Santos, Zendesk & CS Tools Admin: In your Admin / Web Wdiget (Classic) settings, do you have the Talk settings enabled? Otherwise, could these fields be part of a Form you're using for the widget?
Chat Manager: Thanks for the help! Talk is not enabled and the form we use doesn't have a field for this. It's part of the default form ZD throws out there but using the API I don't seem to be able to exclude it. (I'm not an api wizard, either). Searching the help files at ZD have yielded naught.
Joe Tinter, Premier Support Engineer @ Zendesk: Chat > Settings > Widget > Visitor Profile > Allow Phone Number should be where you can adjust this.
Applying SLA Policies to All Tickets
Is there any way that I can manually set an SLA policy for tickets that came in without one? We have some that aren’t hitting the policy due to how they’re submitted, and I’m worried they’re getting missed. I’m an admin but not really the one who controls our instance so I don’t want to go around editing the actual policy setup…
- Zendesk Owner
Community Member A: You’re an admin? I’d recommend checking the biz rules for applying the SLA policies. Probably an exclusion that’s happening….
Zendesk Owner: Yeah - I think it is, I just didn’t know if there was a way to after the fact say “apply SLA policy xyz to this ticket” so I could “fix” the ones that missed it :thinking_face:
Community Member A: you might be able to add a tag to the ticket that matches that policy. there’s also this created before. But I don’t think there’s a quick button “force ticket into sla policy” <- tho I’ve wanted one before! (edited)
Josh Keller, Sr. TechOps Manager, Customer Ops @ Udemy: In the SLA policy conditions, you could move the main ALL condition to ANY, and then also add an ANY condition for if ticket tags include force_sla(or whatever tag). Then you could put that tag on the ticket to trigger the SLA. This depends a bit on how complex the rest of the SLA conditions are in order to get those ANY conditions aligned, though.
