Nice little macro to collect requester system details via supportdetails.com

41 Comments

  • Todd Whitmore

    @Eli - this doesn't seem to work for me, it always returns the primary domain regardless of brand

    Also is there documented list of all place holders in Zendesk. Only asking as I have seen reference to some where I am not able to locate any doco for.

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  • Eli Webster

    The only documentation I've seen is the first google result for "zendesk placeholders". I don't understand though....my macro is using {{ticket.link}}. If you have 2 helpdesks I would never imagine that ticket.link would expand to the wrong URL - how is that possible? I don't have a multi-branded helpdesk so I cannot test this myself unfortunately.

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  • Todd Whitmore

    We have one Zendesk account with multi-brand enabled. So the ticket link/url is always the primary domain not the additional brand.

    ie.

    Acc has support@1.zendesk.com, other@1.zendesk.com, other2@1.zendesk.com

    Then we have a brand of 2 with support@2.zendesk.com, other@2.zendesk.com

    Is it the entire email address of brand 2 that a ticket was received at or at least the domain that I want to insert. I am attempting to ensure that ticket threading and visuals are consistent for our customers, and not have to create multiple version of this same macro.

    I am thinking that it is not possible at this stage unless there are other place holders that are not documented by the Zendesk Team for public use as yet.

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  • Eli Webster

    What do you mean "that I want to insert"? Insert where?

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  • Eli Webster

    I just noticed a placeholder called ticket.brand.name. Maybe that's what you need? I can't test it because I don't have multiple brands, but if you need help with the coding, let me know.

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  • Jessie Schutz
    Zendesk Team Member

    Just for everyone's reference, there's more to Eli's code in the posts above than what's showing in the code box. You can highlight it and drag your mouse to the right to see and highlight the whole thing!

    I didn't want to go in and edit it to add line breaks just in case that would screw something up. @Eli, if it's possible to display the code on multiple lines so the whole thing shows at the same time and still have it work, feel free to edit your post. :)

    Also, thanks very much for coming back to answer Todd's question! 

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  • Todd Whitmore

    @Eli - Thanks for your efforts, i will keep looking into it. If i come up with something i will update here.

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  • Jamal Westfield

    Eli Webster - Do you know if the internal comment part of this script still works? My replies are all coming back as public, any help would be much appreciated

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  • Eli Webster

    The code in my second post above does not seem to be working for me, but the code in the first is still working and brings in the comment as a private comment for me. The only difference really between the first code and the second code is that in the first code you need to change the "YOURDOMAIN" text before using it. Here it is in a code block:

    http://supportdetails.com/?sender_name={{ticket.requester.name| replace: " ", "%20" }}%20%7B%7Bpublic%3Afalse%7D%7D&sender={{current_user.email | replace: "@", "%40" }}&recipient=support%2bid{{ticket.encoded_id}}%40YOURDOMAIN.zendesk.com

    EDIT: I see what's going on. When this is inserted as a macro, it's taking the {{public:false}} and trying to find the placeholder for it, which does not exist. Even if you use URL encoding for the brackets in the macro, it still realizes (or thinks) it's a placeholder and puts nothing there because that placeholder doesn't exist on a ticket. Still working on this...

     

    EDIT 2: This is what I've got so far. Create a macro and use the following code, remembering to change the YOURDOMAIN to your Zendesk subdomain, and the word "support" before it to whatever e-mail address you normally use:

     

    https://supportdetails.com/?sender_name={{ticket.requester.name}}-%7B%7Bpublic:false%7D%7D&sender={{current_user.email}}&recipient=support%2bid{{ticket.encoded_id}}@YOURDOMAIN.zendesk.com

    THEN, when you apply the macro, you need to click on each place where you see it's blue and click the trash can to remove the hyperlink. Once all the hyperlinks are removed from the ticket reply, it should come out ok.

    I wish I had a better answer, but again, Zendesk is detecting the {{public:false}} as an invalid placeholder and replacing it with a blank space, causing the reply to come through as a public reply.

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  • Nicole Saunders
    Zendesk Community Team

    Thanks for coming back and sharing that information, Eli!

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  • Alejandro Colon

    Active Feature Request (please vote):

    Feature Request: Add the ability to collect and report requester system details

    Jack Bremer

    I just posted a Feature Request for this at the link below. If you would like to see this feature please head over there and show your support. Please make sure to add an upvote and comment even if it is simply a "+1"

    Also, you may consider adding it to your post to get the feature request more visible.

    https://support.zendesk.com/hc/en-us/community/posts/360046768434-Feature-Request-Add-the-ability-to-collect-and-report-requester-system-details

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