Terry Honn

Our “Notify Requester of Ticket Received” trigger is failing to send the email to the requester.  Checking the ticket events ends with this:
Error

Notification "25821095338125" would exceed limit.

What does that error mean? It appears to only happen when a ticket is unsuspended. Surely that's not by design…  can anyone clue me in?  Thanks!

Hi Terry,
 
This occurs rarely when a ticket is recovered from the Suspended View. It triggers an email for user verification, and every CC on the ticket will also receive a verification email. Due to the 20 notification limit being reached between these verification emails and subsequent ticket emails, the error occurred. While this situation is uncommon, it's something to be mindful of when a non-registered end user emails a ticket with several users in CC who are also not registered as end users.
 
Best,
Paolo | Technical Support Engineer | Zendesk
 

Terry Honn

Apr 16, 2024

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Thank you, Paolo. That explains what is happening, but not really why.  We recently enabled the “Anybody can submit tickets” option and are using the allowlist and blocklist to control from whom we get tickets. Everything appears to be working as we would like, including the sender receiving the verification email as expected, and the ticket getting created and suspended until the sender is verified by clicking the link and setting a password.  When they do that, the ticket is recovered and set to new, but the trigger ends with the above error. I've tested extensively, ensuring there are no other CCs on the ticket submission, and even changed the trigger to Notify by > User email  — Ticket > {requester}.   No CC's there either.  Thoughts?

Thanks in advance for any additional information.

Thank you, Paolo. That explains what is happening, but not really why.  We recently enabled the “Anybody can submit tickets” option and are using the allowlist and blocklist to control from whom we get tickets. Everything appears to be working as we would like, including the sender receiving the verification email as expected, and the ticket getting created and suspended until the sender is verified by clicking the link and setting a password.  When they do that, the ticket is recovered and set to new, but the trigger ends with the above error. I've tested extensively, ensuring there are no other CCs on the ticket submission, and even changed the trigger to Notify by > User email  — Ticket > {requester}.   No CC's there either.  Thoughts?

Our “Notify Requester of Ticket Received” trigger is failing to send the email to the requester.  Checking the ticket events ends with this:
Error

Notification "25821095338125" would exceed limit.

What does that error mean? It appears to only happen when a ticket is unsuspended. Surely that's not by design…  can anyone clue me in?  Thanks!

Thank you, mfg!  It never occurred to me to try wrapping the generated URL in HTML, but that definitely did the trick. 

Yes, I hate that we have to generate another ticket for this purpose, but I'm going to tag the original and then dedupe manually for the time being. 

Thanks again VERY much for your solution!

mfg, thanks for the response!  I may have not been clear in my ask, or I may not be understanding what you're suggesting.

We have a trigger that, upon receipt of an email ticket, is sending an acknowledgement email to the requester. Since they can't just go look at their new ticket and make changes, I want the ack email to have a clickable URL that the end user can click on, taking them to the web form and pre-fill the form with the same information that came from their original ticket and allowing them to update the other fields on the form and submit a new ticket. 

The email body in the ack trigger looks like this:

Your request has been received and is being reviewed by our support staff. 

To add additional comments or view status, click here http://{{ticket.url}}.

If this is a critical production outage that needs immediate attention, please click the URL below, complete any applicable fields, and submit:

https://ourzendeskinstance.com/hc/en-us/requests/new?ticket_form_id=8835950902029&tf_subject={{ticket.title}}&tf_17717893359885=normal_urgent&tf_description={{ticket.latest_comment}}

Thank you.

({{ticket.id}})

Of course the URL link is breaking on the first space encountered in the ticket subject.

Where were you suggesting to use underscores?

Thanks in advance for your help!

In lieu of our end users being able to edit their submitted requests, (see  https://support.zendesk.com/hc/en-us/community/posts/4409222755866-Allow-end-users-to-update-fields-after-ticket-is-created), my idea was to generate a URL in the email body of a notification sent to the submitter when received. 

I thought I could use the placeholders to create a URL that would open our form, and pre-populate the form with the information from their original ticket, including the ticket.title and ticket.description. This works great, unless the subject and/or description is more than one word, as the generated URL is not encoded and the link breaks at the first space. 

Anyone have ideas of how to encode that URL going out in the email notification?  

As the title suggests, I'm trying to POST to the Ticket API (Create or update user endpoint, specifically, for right now) from our HelpCenter instance, and am running into a CORS error message. I can do a GET from the same page and successfully pull info from Tickets, but can't POST anything.

Does anyone have any tricks to be able to make that happen? TIA

I'm not finding how to have a Welcome email sent to a new user when that user is created via a REST call to the API.

It seems that it should be possible, according to this blurb 

Note: Before you begin creating users through the API, make sure to configure your account settings in Zendesk Support to get the results you want. For example, do you want to send welcome emails automatically to the new users?

from here.

Any guidance? Thanks in advance!

Hi, I seem to be beating my head against a wall trying to be able to use the HC user id in a custom page. I know that the user object is not natively available in custom pages, but it seems I should be able to get it from somewhere else, save to a cookie, or something along those lines.  

Any magic out there? Thanks!