Recent searches


No recent searches

Installing and using the Proactive Tickets app



image avatar

Kristie Sweeney

Zendesk Documentation Team

Edited Nov 14, 2024


6

30

30 comments

@... 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

 

0


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. 

0


Hello,

I have the same issue this last year, any update about using Macro in Proactive tickets without to have the html code email received by our customers ?

Thanks and regards,

0


image avatar

Giuseppe

Zendesk Customer Care

Hi Gael,

It looks like the issue can still be replicated. I'll create a ticket for you so we can investigate further and ask for more details about the issue.

1


Thanks Giuseppe

0


hi @... someone created a ticket in my name for the same thing 6 months ago and nothing from that time happened, ticket is still open #9683287 , are you sure that creating a new ticket will somehow help us ? Do we have a chance of having this ever fixed ?

1


image avatar

Giuseppe

Zendesk Customer Care

Hi Jacek,

At the moment, it looks like this issue is being investigated by our Product Team. I have sent a follow-up on the investigation and I've included your ticket in my request.

 

0


@... do we have any update ?

Thanks

0


image avatar

Brett Bowser

Zendesk Community Manager

Hey Gaël,
 
It looks like a fix is still being worked on by our developer team so I'm going to create a ticket on your behalf so we can get it attached to our problem ticket we have related to this issue.
 
You'll receive an email shortly stating your ticket has been created.
 
Cheers!

0


One of my Zendesk websites keeps going blank after the first step.

But the other one works fine.

Does anyone know what causes this?

Thanks

0


image avatar

Dane

Zendesk Engineering

Hi Jeff,
 
For this kind of behavior, it's better if you try to clear cache and history first and use another browser if the issue persisted. You can also try to reinstall the app to test if it will fix it. Just in case the issue persisted after performing these steps, please contact Zendesk Support directly and we'll be glad to help.

1


Can you change the brand the proactive tickets are associated with?

1


image avatar

Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi Landry Norman


At the moment the Proactive App is set to create tickets under the default brand. You'd need to create a trigger specifically for reassigning the proactive tickets to another brand.

0


Hi
When using proactive tickets to send out simultaneous tickets, can I only create tickets for 100 items at a time?
When I want to send out more than 100 tickets, if I go to the second page with 100 tickets checked on the first page, the first page is unchecked.

0


image avatar

Elaine

Zendesk Customer Care

Hi 立松貴央 TakaoTatematsu,

It looks like this needs further investigation. I'd like to look into the behavior you're experiencing. I'll be creating a ticket for you. Kindly expect an email notification shortly. For now, stay safe!

1


+1 for what Landry Norman asked above - Specify the Brand a proactive ticket is associated with. 

Dainne Kiara Lucena-Laxamana I know we can use a macro and/or trigger to set the brand on the ticket but we have a different default support address for our second Brand. A different support address for each Brand I think is quite common and Zendesk Support doesn't seem to accommodate this very well. As far as I can tell an agent has to use the "Select an Address" app to change the email address before creating a proactive ticket from a Brand that uses a support address which is not the default brand's default support address. Unless I'm missing something, that appears to be a limitation of Zendesk Support itself.

It would be very helpful if the Proactive ticket app could help to overcome this limitation by allowing the user to set which support email address the ticket should be sent from. Am I missing something with how this works or should I submit this as a feature request feedback somewhere?

 

0


image avatar

Dane

Zendesk Engineering

Hi Ronald,

Definitely on point and a very good feedback indeed. 
 
Would you mind posting your use case to our Apps and Integration feedback  topic? We have a template you can copy and use in your post. This is to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that feature. Thanks!

0


Hi there - getting this error when I attempt to use the app. Just installed and entered the system field for status per the instructions. Any guidance?

0


image avatar

Gabriel Manlapig

Zendesk Customer Care

Hi Rich,
 
Have you activated custom ticket statuses in your account? Since Proactive Tickets app isn’t designed to work if you're using custom statuses as of the moment.
 

0


Hi Gabriel, 

We don't have any custom statuses enabled that I know of. 

Thanks!

0


image avatar

Gabriel Manlapig

Zendesk Customer Care

Hi Rich,
 
Is it possible if you can check if this is enabled in your Zendesk account? To check this, please go to Admin Center, click Objects and rules in the sidebar, then select Tickets > Ticket statuses.
 

 
We are able to reproduce the same error message that you experienced when the custom ticket statuses is activated.
 

0


Hello everyone
I have just installed the app and have the same error as Herbert, Rich
I also checked the custom statuses and they are not enabled on Tickets > Ticket statuses. Is "On-hold" considered as custom status?

Another point is that when I enable roles restriction, the icon on the left bar disappears. I set only available for Admin (as my own user) and the app just disappears.

Looking forward to your feedback.
Thank you

0


Great app, but when I tried to send a test email now, I had this error - what does it mean

0


Out of 7 end users, only 1 received the email. I tried many times. I selected different users and always get this error. Only one email - my personal google account - is able to receive any emails and it works, no other ones work! Please help

0


image avatar

Gab

Zendesk Customer Care

Hi Jakub, 
 
I've created a ticket on your behalf where we can further discuss your use-case. 

0


Hello Gab, many thanks.
However I did resolve it myself.... 

It was one of the custom fields - we called it "customer query". We ticked the option that says "required to solve the ticket". Seems the app was unable to override this and without customer query value it was unable to solve tickets, unlike triggers - they can do it. I added customer query into the macro and this has resolved the issue.
Maybe something to pass on to your developers?
Thanks

0


image avatar

Gab

Zendesk Customer Care

Hi Jakub, 
 
Thanks for sharing that workaround! I've taken note of this and will definitely be passed on to our Devs. 

0


Hi,

Our team is still unable to use macros in proactive tickets, as the description field remains empty when applying a macro.

Is there any update or workaround available?

0


Hello Max

I have a solution for:
- You open a proactive tickets app
- then you select your customer base
- then you click the tickets, and click on “Create XXX tickets”
- then please scroll to the bottom 4. Select a macro. You select the desired macro and click on the “previous” button in the bottom right corner, followed by “Create XXX tickets” again

THE MACRO DESCRIPTION will fill in automatically.

You then have to fill in a few mandatory fields (marked in red) such as campaign name, group and assignee and ticket status.
- once you're done click on NEXT, double check everything on the next screen and then SEND

Let me know if this hasn't resolved the issue, but I believe it will !

0


@... please see my above post. This is how the app works, I believe it's a glitch that hopefully can be addressed by your devs?

0


Please sign in to leave a comment.