Installing and using the Proactive Tickets app

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27 Comments

  • Jacek Czerniecki (admin)

    @... 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

    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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  • Gaël VIP

    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,

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  • 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.

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  • Gaël VIP

    Thanks Giuseppe

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  • Jacek Czerniecki (admin)

    hi Giuseppe 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 ?

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  • 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.

     

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  • Gaël VIP

    Giuseppe do we have any update ?

    Thanks

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  • 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!
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  • Jeff 47

    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

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  • 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.
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  • Landry Norman

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

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  • Dainne Lucena
    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.

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  • 立松貴央 TakaoTatematsu

    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.

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  • 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!

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  • Ronald

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

    Dainne Lucena 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?

     
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  • 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!
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  • Rich Herbert - Comcast HR

    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?

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  • 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.
     
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  • Rich Herbert - Comcast HR

    Hi Gabriel, 

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

    Thanks!

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  • 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.
     
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  • Barbara Generoso

    Hello everyone
    I have just installed the app and have the same error as Rich Herbert - Comcast HR
    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

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  • Jakub Tabaka

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

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  • Jakub Tabaka

    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

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  • Gab
    Zendesk Customer Care
    Hi Jakub, 
     
    I've created a ticket on your behalf where we can further discuss your use-case. 
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  • Jakub Tabaka

    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

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  • 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. 
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