Vor Kurzem aufgerufene Suchen
Keine vor kurzem aufgerufene Suchen

Rafael Santos
Beigetreten 10. März 2022
·
Letzte Aktivität 18. Nov. 2024
CRM Manager, Customer Service, at Uphold Inc
Folge ich
45
Follower
5
Gesamtaktivitäten
360
Stimmen
50
Abonnements
232
AKTIVITÄTSÜBERSICHT
BADGES
BEITRÄGE
POSTS
COMMUNITY-KOMMENTARE
BEITRAGSKOMMENTARE
AKTIVITÄTSÜBERSICHT
Neueste Aktivität von Rafael Santos
Rafael Santos hat einen Kommentar hinterlassen
Jhanel Ayson Using the Search API
GET /api/v2/search.json?filter[type]=ticket&query=custom_status_id:30708872699803
Important: The
query
strings in (…) must be URL encoded before use.
Kommentar anzeigen · Gepostet 18. Nov. 2024 · Rafael Santos
0
Follower
2
Stimmen
0
Kommentare
Rafael Santos hat einen Kommentar hinterlassen
Zerviz Mejora continua The ticket attachment flow via API is described in this Developer documentation page:
Kommentar anzeigen · Gepostet 12. Nov. 2024 · Rafael Santos
0
Follower
0
Stimmen
0
Kommentare
Rafael Santos hat einen Kommentar hinterlassen
The “New Look and feel for triggers” HTML Editor completely breaks mixing HTML with Liquid tags, as it wraps everything in paragraphs.
Please review ASAP. I've opened ticket #13088165
Kommentar anzeigen · Gepostet 08. Nov. 2024 · Rafael Santos
0
Follower
0
Stimmen
0
Kommentare
Rafael Santos hat einen Kommentar hinterlassen
Hey Ankita,
The Search API has a limitation, noted on its API Reference page: Zendesk API Reference - Search:
Note: It can take up to a few minutes for new tickets, users, and other resources to be indexed for search. If new resources don't appear in your search results, wait a few minutes and try again.
Hence searching for the record right after creating the ticket will sometimes lead to an empty result, as it may not be indexed yet.
You can, however, obtain the created ticket's requester_id
to get the respective user from the Show User endpoint.
My recommendation would actually be something different:
- First Creating or Updating the user with all their relevant properties and user fields updated.
- Then Creating the Ticket with their
id
on therequester_id
andsubmitter_id
properties, ensuring that any usertags
are be inherited by the ticket on creation, assuming you have that setting enabled.
Kommentar anzeigen · Gepostet 20. Mai 2024 · Rafael Santos
0
Follower
0
Stimmen
0
Kommentare
Rafael Santos hat einen Kommentar hinterlassen
Hey Alisa,
That exactly already exists: Ticket save hook events
You can have a Zendesk Support app intercepting agent comments, have its content be sent to a backend app of yours and set to a waiting state, in which you can either periodically poll for a result, or wait for a notification, have the BE app validate language or whatever else you define, then finally submit the comment, submit the updated comment, or do nothing.
Kommentar anzeigen · Gepostet 20. Mai 2024 · Rafael Santos
0
Follower
1
Stimme
0
Kommentare
Rafael Santos hat einen Kommentar hinterlassen
Andy F. , I'd use the PUT /api/v2/tickets/{ticket_id}/tags
endpoint instead of PUT /api/v2/tickets/update_many
, as the latter creates a background job, which may be rate limited to 30 concurrent jobs for the entire instance.
You could use the Add Tags endpoint, as mentioned above, with a payload such as the following:
{
{%- assign randomizer = ticket.id | modulo: 2 -%}
{%- case randomizer -%}
{%- when 0 -%}
{%- assign randomTag = 'control' -%}
{%- when 1 -%}
{%- assign randomTag = 'experiment' -%}
{%- endcase -%}
"tags": ["{{ randomTag }}"]
}
As for your other question:
How would I use liquid markup in this JSON response to tell it not to fire if a ticket already has the control or experiment tag?
The following trigger conditions could help you exclude this from firing on follow-up tickets with the tags:
- Ticket Is Created
- Channel Is not Closed ticket
- Tags Contains non of the following: [ control, experiment ]

Of course, it'll depend on your specific use case. You could also try iterating over the {{ticket.tags}}
placeholder and use Liquid's contains
.
Kommentar anzeigen · Gepostet 24. Apr. 2024 · Rafael Santos
0
Follower
2
Stimmen
0
Kommentare
Rafael Santos hat einen Kommentar hinterlassen
Apologies, but I really believe you haven't, though.
I mean enabling for the entire account, not for individual agents. We want to control when it happens instead of having the update drop randomly during the day.
Kommentar anzeigen · Gepostet 26. März 2024 · Rafael Santos
0
Follower
0
Stimmen
0
Kommentare
Rafael Santos hat einen Kommentar hinterlassen
Amisha Sharma, we understand it'll be enabled for the entire instance.
I'm just wary of such agent-impacting changes, such as the Redaction Suggestions EAP, which was enabled without notice while having a bug that impacted the agents' experience.
If enabling the feature could have a system-wide setting on Admin Center > Agent Tools > Agent Workspace, we'd be able to test in Sandbox, capture all relevant screenshots and screen recordings for our internal documentation, let the teams know of the change with some time in advance, then happily enable it, too.
Kommentar anzeigen · Gepostet 26. März 2024 · Rafael Santos
0
Follower
0
Stimmen
0
Kommentare
Rafael Santos hat einen Kommentar hinterlassen
Hey Amisha Sharma,
If signing-up, could it be made available with config disabled by default, so that we can control its status and respective change management internally?
Otherwise it could lead to disruption for any colleagues using the impacted instances.
Kommentar anzeigen · Gepostet 25. März 2024 · Rafael Santos
0
Follower
1
Stimme
0
Kommentare
Rafael Santos hat einen Kommentar hinterlassen
Hey team, could you please update the API Reference documentation to include Queues?
I guess it could be on Omnichannel, Ticketing, or Betas and EAPs.
FYI Jacquelyn Brewer, Barry Neary
List queues:
GET /api/v2/queues
Create queue:
POST /api/v2/queues
List queue definitions:
GET /api/v2/queues/definitions
Show queue:
GET /api/v2/queues/:queue_id
Update queue:
PUT /api/v2/queues/:queue_id
Delete queue:
DELETE /api/v2/queues/:queue_id
Kommentar anzeigen · Gepostet 22. März 2024 · Rafael Santos
0
Follower
0
Stimmen
0
Kommentare