Santiago Gandolfo

1. Messaging
2. ...
3. How to fix issues in Zendesk messaging
4. Can I use the trigger condition "Update via" for when a ticket is updated with the chat or messaging transcript?

Visitor idle timeout - 10 minutes for messaging Could this time be configurable or at leas be reduced to something more useful for messaging? (something like 1 second would be ideal, 10 seconds...

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• Santiago Gandolfo
• Erstellt 20. Dezember 2022 14:34
• 0 Stimmen

1. Community
2. Zendesk Suite Q&A
3. How to use liquid in a trigger to convert {{ticket.tags}} to create a proper array?

Hi The Original DKNY!In our case we were faced with the same problem and just ended up sending the ticket.tags as a string to our backend and splitted it there. Is that a possibility for you?If not...

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• Santiago Gandolfo
• Erstellt 4. November 2022 22:05
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1. Web Widget
2. Web Widget documentation
3. Authenticating end users in messaging for the Web Widget and mobile SDK

Hi, Prakruti HindiaAre there any updates? 

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• Santiago Gandolfo
• Erstellt 2. September 2022 04:01
• 1 Stimme

1. Web Widget
2. Web Widget documentation
3. Authenticating end users in messaging for the Web Widget and mobile SDK

Hi Prakruti Hindia, has the external_id fix been postponed? Cheers!

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• Santiago Gandolfo
• Erstellt 24. Mai 2022 00:03
• 1 Stimme

1. Community
2. Developer - Zendesk APIs
3. [Support API] [Bug] Merging Users is not atomic

Hi Travis!We didn't find a fix, we were forced to add a complex workaround that consists in adding the process that we needed to run after the merge in a delay queue, so that we can dequeue it only...

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• Santiago Gandolfo
• Erstellt 18. April 2022 23:16
• 0 Stimmen

1. Web Widget
2. Web Widget documentation
3. Authenticating end users in messaging for the Web Widget and mobile SDK

Hi Prakruti Hindia, Has the new fix that you mentioned made it so that when the user sends a message from the widget and their external_id is set in the JWT, if there already existed a user with th...

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• Santiago Gandolfo
• Erstellt 31. März 2022 11:53
• 5 Stimmen

1. Objects and rules
2. ...
3. Business rules
4. Zendesk Support placeholders reference

Hi Karun! Thank you for the list, it's exactly what I needed! But is it outdated? Because while testing from the New Web Widget (Zendesk Messenger) I'm getting 'messaging' for the via, and I'm not...

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• Santiago Gandolfo
• Erstellt 26. März 2022 15:06
• 0 Stimmen

1. Objects and rules
2. ...
3. Business rules
4. Zendesk Support placeholders reference

Hi, is there a list of the possible "ticket.via" values? Or a way to get them via API? We are trying to use this field in order to know how to process the Ticket Audits API (because the way to get ...

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• Santiago Gandolfo
• Erstellt 25. März 2022 18:08
• 0 Stimmen

1. Chat
2. ...
3. General questions about live chat
4. When do chats time out?

Hi Marine, I understand how the Ticket is Updated trigger works, as I've been testing it for a couple of months now. When a user sends an email, then a ticket is created and the Ticket is Created t...

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• Santiago Gandolfo
• Erstellt 10. März 2022 12:16
• 1 Stimme

1. Chat
2. ...
3. General questions about live chat
4. When do chats time out?

Hi Marine, I know the Chat timeout shouldn't apply to Messaging, but nevertheless it is applying when trying to use Triggers. If I try to add a "Ticket is Updated" trigger, common sense would say t...

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• Santiago Gandolfo
• Erstellt 9. März 2022 17:50
• 0 Stimmen