Ahmed Zaid
Certified Zendesk Expert (App developer & Administrator) | Technology Alliance Partner | Technical Architect @ ROCA, a Premiere Implementation Partner
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I am actually interested to know too how this is implemented. Not any endpoint I am familiar with can modify the email notification sender. Anyway. I hope it works out for you. All the best.
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Hi Daniel Velasque, To achieve that, you need a middleware that can parse the response, then call Zendesk tickets API with the parsed data. This cannot be done with webhooks, but Zendesk Integratio...
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Hi Aditee Raipurkar, To update the value of custom field in a ticket, you need to use the ticket end point. See API reference here and documentation article here. Ticket Field end point allows you ...
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Hi Raven Agape, If your app location is in the ticket sidebar, you can update organization fields as follows: client.set('ticket.organization.customField:your_field_key', 'your_field_value'); The ...
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Hi Ryan P. It can be configured to automatically switch to a certain email with tickets assigned to a certain group. I have only brief experience with the app, so I would recommend you test it on a...
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Hi Paulo, Both options are suitable for different use cases. Ticket fields will guarantee immutability after ticket is closed and transparency as changes are stored in ticket audit trail. Custom o...
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Hi Sara Pearson, Like Dave said, your use case can be solved with an automation, rather than a trigger. It should meet all of the following conditions: Ticket: Hours since assignee update >> (busi...
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Hi Anna, You can pull this data from the ticket audit end-point GET /api/v2/tickets_audits Or the audits per ticket end-point GET /api/v2/tickets/{ticket_id}/audits You can look for the author_id i...
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Hi Chris, If you mean is it possible to do this only using triggers? the answer is no. You need a webhook to call Zendesk API to get the profile ID, but not through Zendesk webhooks. You need a mi...
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Hello Neil, If you mean to look for the ticket requester using their phone number, it won't work. The requester attribute of the query accepts either user id or email address. You can however look ...