In the meantime, perhaps it'd be possible to have a workflow process that sets a drop-down/checkbox on contacts based on its account sync requirements. I'll definitely pass along your feedback about needing this capability. Cannot filter contact-syncing based on account-level fields.I'm not sure I follow the question about "how a manually added user is added" - could you please rephrase that so I can better understand the workflow/issue? Additionally, any new accounts should be synced from that point going forward. Once that's been done, any contact that syncs over should be matched into the relevant organizations. To help insure the accounts have already synced, we generally recommend syncing all accounts using this workflow. resultant user should be placed into the relevant org from step (b) create new contact belonging to that accountĭ. confirm that it syncs to Zendesk to create/update an organizationĬ. You could test this with the following steps:ī. This relationship should be preserved if the account has synced prior to syncing the contact. Sync does not respect the contact/account relationship.Secondly: I'm curious why there are so many connections being made that later need to be broken? Is there a workflow that's causing this? Were these connections made a long time ago with different matching criteria that are no longer relevant? Having a bit more context about how this arises may help us to build solutions that better address that workflow. This definitely shouldn't require a separate ticket for each. That having been said, it should be possible for our developers to reset ALL of the account/org relationships, or do a collection of them (if record-ids are provided). We realize this isn't ideal, nor is the manual process to submit a ticket to have our Developers reset that relationship. The only way of which I'm aware of doing so is to delete one of the objects (either the account or organization). Inability to break relationship once made.I hope this is helpful! I wish it was more streamlined, this is the best solution we've found.Hi are some responses to these various concerns: The results can vary based on settings your account has. Test it out!b To override this, use the #public command in the first line of the body of the email to make the content turn into a public comment.Ī note on the above test - test it as an agent and an end user. Send to a working support email attributed to your zendesk account.ĭepending how your instance is set up, your comment may end up as a private comment. Open the email you want to forward into the ticket and paste the WHOLE thing including the brackets into the SUBJECT of the email (anywhere in the subject)Ĥ. So we copy and past the ID from the commentģ. The ticket will render the Encoded ID before even having to press submit. Run the macro (we made ours a private comment)Ģ. We have a different use case for needing to forward emails into an existing ticket so I found a comment on a string somewhere (sorry, I can't recall where, but it is probably a moderator who posted it) - And ended up creating a macro to pull out the Encoded ID. I've read the thread here, which has no resolve, plus I've been in touch with support and they clarified that it can't be done at present unless you make use of their API - which tells me it can be done! ) it keeps attachments, the sender information, date/time, etc… I would like the ability to forward that email so that it is appended to the existing support ticket as if they had replied in the normal way i.e. This can happen if they used another device or simply forgot to reply to the normal email thread
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