Installing and using the Proactive Tickets app

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13 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.

    1
  • 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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  • Renee

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

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  • Dainne Lucena
    Zendesk Customer Care

    Hi Renee


    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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