Installing and using the Proactive Tickets app

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72 Comments

  • Tom Cunningham

    Tiffany Green any ETR on fixing that bug? Unless you're sending out a single sentence with no formatting or links there's not much you can do at the moment.

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  • Danny Cohen

    Tiffany Green Just tested and the list populates instantaneously - kudos, team! 

    Thanks for the consistent updates and I'll continue to give feedback and report any bugs I find! 

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  • Tiffany Green
    Zendesk Team Member

    Tom Cunningham I don't have an exact date for you yet, but the developer is working on the app now. I'll make sure the priority is communicated.

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  • Tiffany Green
    Zendesk Team Member

    Tom Cunningham In the interim, you can use HTML tags for formatting, if that's helpful. 

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  • Tom Cunningham

    Tiffany Green the HTML tags worked and the functionality is vastly improved with this update. Thank you for all of your help!!

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  • remote.it

    I'd like to search for all tickets regardless of state, with the tag "firewall" as it indicates that I previously sent a person firewall setup information.  If I enter tag "firewall" I get no results, whereas doing this search in Zendesk itself results in > 100 hits.

    Is there any more detailed examples or videos showing this plugin being used?

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  • Chris Bulin
    Community Moderator

    Tiffany Green the HTML editing function for this app appears to be broken. We're on the Basic plan and neither freehanding a message nor using a macro are correctly embedding links using <a href=></a> formatting. 

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  • Tiffany Green
    Zendesk Team Member

    Chris Bulin The app uses markdown now instead of HTML. We found that users preferred markdown over HTML, and unfortunately, the description box cannot support both. 

    Here's a guide to markdown tags, if you need it: https://www.markdownguide.org/basic-syntax/

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  • Chris Bulin
    Community Moderator

    Thank you! The comments here had me thinking it was HTML, which is what we use for our macros, so that is why our macros look a mess when we use them in the app :D 

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  • Tiffany Green
    Zendesk Team Member

    remote.it 

    Is 'firewall' a tag on your tickets or on users? The search function in the app searches the tags that are on users, since it's creating new tickets to users. So, it searches for users that match the criteria, rather than tickets.

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  • Jacek Czerniecki

    Tiffany Green while I create a proactive ticket I use a macro, macro sends a message to a requester, but the message comes broken, containing html tags:

    while I apply this macro directly from a ticket all is good, do you know what could be an issue of this?

    Maybe this plugin for proactive tickets (that allows macros while we create proactive ticket) is broken? I tried everything and I have no idea what is wrong, thanks in advance for any advice,

    Best regards,

    Jacek

     

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  • Ariane Frances dela Cruz
    Zendesk Customer Advocate

    Hi Jacek, 

    I'd like to dig deeper into this behaviour and I'll be creating a ticket for you, please expect an email shortly. 

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