How to include Browser information in ticket

8 Comments

  • Elissa
    Zendesk Community Team

    Hello Alejandro Colon,

    Thank you for joining our AMA! Unfortunately, there are no trigger or automation conditions that reference the metadata you are discussing. I did a great deal of digging for work arounds. Unfortunately the only location where you can access that metadata other than within the ticket events themselves is through the API.

    If you're interested in checking out the API solution, you can take a look at this endpoint: https://developer.zendesk.com/rest_api/docs/support/ticket_audits and you can post in the developer community here.

    This is also something I'll make sure to pass this along to our product team as product feedback to potentially get on the roadmap for a change in the future!

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  • Alejandro Colon

    Elissa Thank you for responding. 

     

    Just so I understand, there is no liquid placeholder for the metadata included on the ticket submission?

     

    I would definitely believe that many Zendesk users would get a great benefit from being able to access and see the collected information on ticket submission. 

     

    As a potential workaround, I have set up a way to update a ticket comment using the API call from within Zendesk to update Zendesk. I know this not officially supported by Zendesk. But, I was wondering if it might be possible to imbed an API call in the API call I use to post an internal ticket note.

    Here is a similar set up to my ticket note update. 

    https://support.zendesk.com/hc/en-us/community/posts/205384468-Automated-follow-up-comments-for-Pending-tickets-public-or-internal-?input_string=Adding%20comments%20or%20internal%20notes

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  • Alejandro Colon

    Elissa

    Are you still there?

     

    Can someone else at Zendesk help?

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  • Elissa
    Zendesk Community Team

    Hello Alejandro Colon

     

    I'm terribly sorry for the extreme delay in getting back to you! I was able to get your feedback passed along to our product team so this issue is definitely on their radar now.

    In regards to your API workaround, the best place to get some help and feedback on that would be in the developer community which can be found here: https://develop.zendesk.com/hc/en-us/community/topics. The experts there will be able to dig deeper into this question with you and discuss potential API or other custom code work arounds.

     

    I hope that helps! 

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  • Alejandro Colon

    Elissa

    Thank you for responding.

     

    Thank you for passing my feedback to the product team.

     

    Thankfully, I was able to write up some quick code to pull the browser information from the ticket using the API and post it to the ticket as an internal note. It is all there but I guess not easily accessible.

     

    You might have missed my previous question:

    Can you confirm that there is no liquid placeholder for the metadata included on the ticket submission?

    Also, while I have you, do you know of a way to query all of the placeholders that I can use in liquid? If you do not know, can you ask someone on the development team?

    I found out that not all of the placeholders are listed on the article listing the placeholders. It would simply be a lot easier to be able to query the placeholders then to have to look at an article that could be out of date.

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  • Elissa
    Zendesk Community Team

    Hello Alejandro Colon,

     

    After some back and forth with our development team, I have some answers and some non-answer for you.

    First, Greg mentioned he did work with you on similar questions in this community post, and so I thought it might be useful to tie that back in here just in case: https://support.zendesk.com/hc/en-us/articles/115015675307?page=1#comment_360004788053.

    Unfortunately, we do not document the placeholders that you can use in Liquid, because using Liquid is technically unsupported. While it is a great tool in the product, it is not a feature that was actively built out, but instead a lucky side effect of the placeholder feature being built on the liquid backbone.

    That being said, Greg dug around to see for sure and did confirm that from what he can find, we do not expose that metadata anywhere, so the hope to use a liquid placeholder for that metadata is unfortunately not going to work. 

    I hope that helps to bring some clarity at least, if not to solve your original problem. If you have further questions please do let us know!

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  • Alejandro Colon

    Elissa

    Thank you for responding. 

    ------------------------------------------------------------------------------------------------------------------------------------------------------

    1. Greg and I worked on something that had to do with Liquid but was not similar. He helped me realize that the filters I thought were missing were actually not included in the base language. This does not have to do with the Zendesk built Placeholders.

     

    2. I am very confused at your response. You stated that "we do not document the placeholders that you can use in Liquid" but that is not true. I am linking the official Zendesk article that does exactly that. 

    https://support.zendesk.com/hc/en-us/articles/203662156-Zendesk-Support-placeholders-reference

     

    3. Thank you for confirming that there is no liquid placeholder built by Zendesk that exposes the information. If you have not already please submit this request to the appropriate team as this is something that should be quite simple to implement using the same process as the other Zendesk created placeholders. 

     

    4. I will retry asking this question as your answer was that there is no article for Zendesk created placeholders. I will also try and refine the question to avoid misunderstandings. 

    Do you know of a way to use liquid or something else query (meaning provide an Admin with) all of the placeholders that I can use in liquid? If you do not know, can you ask someone on the development team?

    If there is no way to query all of the placeholders, is there a way to query the Zendesk created placeholders listed in the article linked above? As I stated, that is not always kept up to date and it would be easier to generate a list of placeholders currently available instead of having to reference an article.

    4.1 Also, this is compounded by the fact that the "view available placeholders" in the trigger action section is also missing Zendesk created placeholders. 

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  • Elissa
    Zendesk Community Team

    Hello Alejandro Colon

     

    I'm very sorry for the delay in getting back to you here! 

    I am also sorry for the miscommunication in my response. You are correct that we do share, in this reference Zendesk Support placeholders reference, the Zendesk Support placeholders. BUT it was explained to me by the development team that it is not a complete list of all of the placeholders that you can use in liquid.

    That being said, in order to make sure you get an accurate and complete answer here, I'm going to work on pulling in one of our development team to post an answer directly for you.

    One last note, you are definitely correct that the "view available placeholders" dropdown in the triggers is missing a lot of them, including some commonly used and important placeholders. I wholeheartedly agree that this is an opportunity for product improvement and have passed it along to the product team already but will follow up again to make sure they got that message! :)

    I hope to have another post for you here soon from one of our development team, so stay tuned!

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