Alina
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Activity overview
Latest activity by Alina-
Alina created an article,
How to automatically set the target (survivor) ticket back to 'Open' after a merge
When the Merge Tickets app merges one ticket into another, it adds tracking tags and a merge comment to the ticket(s), but the target ticket’s status may remain whatever it was (for example: Pendin...
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Alina created an article,
Custom Object use cases and workflow examples
What types of data can be stored in custom objects?Custom objects can store a wide variety of data types, such as:User Data: Customer profiles, preferences, or purchase history.Order Data: Order ID...
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Alina created an article,
Process CSV use cases and workflow examples
What does the Process CSV app do?The Process CSV app automates the handling of CSV file attachments in Zendesk tickets. It extracts structured data—such as order IDs, reference numbers, or other ke...
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Alina created an article,
When do merges happen?
How quickly does the app perform automatic merges?Automatic merges typically occur about 3 minutes after the triggering ticket is created. This delay allows the ticket to be indexed before merging ...
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Alina created an article,
How to customize or limit which tickets get merged
Can chats be excluded from merges?Yes. You can exclude chat or messaging tickets by modifying the Zendesk trigger configuration in the Merge Tickets app.Add conditions to exclude: Specific tags use...
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Alina created an article,
What do users see after a merge?
Are public replies added when a ticket is merged?By default, comments from the source ticket are added as internal notes in the destination ticket. If “Make copied comments private” is enabled, the...
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Alina created an article,
How does the merging process work?
Will the app merge all existing tickets when I save the configuration, or only new ones?The app will only merge new incoming tickets that match your configured rules. Existing tickets won’t be merg...
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Alina created an article,
How to write effective commands for AI-enhanced Zendesk apps
To get the most out of your AI-enhanced Zendesk apps, it's essential to craft well-structured, clear, and context-aware prompts. Whether you're using AI to summarize tickets, classify issues, or en...
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Alina created an article,
Process Excel use cases and workflow examples
What does the Process Excel app do?The Process Excel app is designed to automate the extraction of structured data from Excel files attached to Zendesk tickets. It processes the file, extracts rele...
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Alina created an article,
How to refresh the connector?
The name displayed in ticket comments is based on the user who originally created the Zendesk connector. To change this, follow these steps to update the connector: Log in to Zendesk as the desired...