Nathan Gutauckas

We would also like this feature.

We have some agents with varied amount of expected ability- in one Group we would like them to be able to create tickets, and the other group cannot create tickets at all, nor assign themselves to tickets they can see- only having tickets assigned to them by others.

This is because we are having to give full Agent access to those who would otherwise be Light Agents, but Light Agents do not have enough control, so unfortunately we are stuck giving full licenses. We need something inbetween Full and Light.

I was able to get my previous Trigger working by using the Update Many endpoint like @... mentioned.

For me, my end result looks like this:

Created new Webhook named Update Many Tickets with Endpoint "https://[domain].zendesk.com/api/v2/tickets/update_many", PUT (not POST), and JSON.

Trigger Action -> Notify active Webhook -> Update Many Tickets
JSON body:

{
"tickets": [
{ "id": "{{ticket.id}}",
"email_ccs": [
{ "user_email": "{{ticket.requester.custom_fields.cc_email}}", "user_name": "{{ticket.requester.custom_fields.cc_email}}", "action": "put"}
]
}
]
}

After these changes everything seems to be working.

@...

We are also using this same model to update tickets.

Our use case: Each user has a custom field: "CC Email". When a ticket is created by that user, that add that CC to the ticket's email CCs. (ie. add your manager to your tickets)

Right now our layout is: Trigger activates on update of ticket using JSON (PUT to email_ccs).
Trigger notifies HTTPs target https://ourdomain.zendesk.com/api/v2/tickets/{{ticket.id}}.json to update the ticket.

Looking to see how we can achieve this with webhooks. Thanks!