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Ekaterina Sumolaynina's Avatar

Ekaterina Sumolaynina

Joined May 06, 2021

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Last activity May 22, 2024

Zendesk Customer Care

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ACTIVITY OVERVIEW

Latest activity by Ekaterina Sumolaynina

Ekaterina Sumolaynina commented,

CommentJira integration

Dror Sabbag unfortunately, at the moment it's not possible to link ZD ticket to already existing JIRA issue or create a completely new issue in JIRA via macro. Your agents would need to use JIRA app for this in the apps sidebar in Zendesk.

View comment · Posted Nov 08, 2021 · Ekaterina Sumolaynina

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Ekaterina Sumolaynina commented,

CommentJira integration

Vitor Oliveira it is expected for Zendesk Support tab to be visible inside JIRA issue. You are able to leave comments from JIRA to Zendesk by clicking on this tab. 

View comment · Posted Nov 08, 2021 · Ekaterina Sumolaynina

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Ekaterina Sumolaynina commented,

CommentSetting up Zendesk Guide

Amelia Cantrell Hi Amelia! It is indeed possible to remove the votes without re-creating the article. For this, you would need to use Help Center API:

  1. By calling below endpoint, you will be able to get vote_id 
    GET /api/v2/help_center/{locale}/articles/{article_id}/votes
  2. Then you would need to call Delete Vote endpoint
    DELETE /api/v2/help_center/votes/{vote_id}
    For more information, please refer to our API documentation: https://developer.zendesk.com/api-reference/help_center/help-center-api/votes/

View comment · Posted Nov 01, 2021 · Ekaterina Sumolaynina

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Ekaterina Sumolaynina commented,

CommentUsing themes and customizing your Help Center

Artem Fursenko Unfortunately, at this moment we don't have any official integrations with Bitbucket or Gitlab.There might be 3rd party integrations available (via Zapier, for example), but I won't be able to provide detailed information about it. I'd recommend following up our announcement page in case if there are any news regarding this: https://support.zendesk.com/hc/en-us/categories/4405298749210-Zendesk-updates

View comment · Posted Nov 01, 2021 · Ekaterina Sumolaynina

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Ekaterina Sumolaynina commented,

Community comment Q&A - Apps and integrations

@... Hello!

It is indeed possible to reopen the ticket and add internal note in case if Jira issue status isn't set to closed.

For this you would need to do the following:

1. Update the post functions for issue workflow, so when status of the issue is set to Closed or Done, Jira would add specific tag to linked Zendesk ticket (for example, tag "jira_closed"). How this can be done you can read in this article: https://support.zendesk.com/hc/en-us/articles/203660226

2. In Zendesk Support, go to Admin Center > Apps and Integrations > Webhooks > Create new webhook. As endpoint URL use 

https://yoursubdomain.zendesk.com/api/v2/tickets/{{ticket.id}}

Request method should be PUT and Request format is JSON. Add authentication method as well. It should look something like this:

3. Next, in Zendesk Support, go to Admin > Business Rules > Triggers and create a trigger that would be reopening ticket if agent changes status to solved and ticket doesn't have tag added from jira integration (I'm referring to the point 1, where I was talking about adding tag with post functions, i.e. "jira_closed"). Conditions of the trigger can look something like this:

In actions, use "Notify active webhook", find your newly created webhook from the point 2. Then in the JSON body add this:

{
"ticket": {
"comment": {
"body": "JIRA issue isn't closed, ticket cannot be solved",
"public": false
}
}

Also add additional action that will make sure that ticket stays in status open, i.e. Status > Open.


After completing this, when agent will try to change the status of the ticket to solve and the ticket doesn't have tag added from Jira, i.e. "jira_closed", then trigger will fire, reopening the ticket and adding internal note "JIRA issue isn't closed, ticket cannot be solved".

I hope this makes sense to you! Please let me know if you have any additional questions.

View comment · Posted Oct 06, 2021 · Ekaterina Sumolaynina

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Ekaterina Sumolaynina commented,

CommentTicket editor, assignee, and requestor

Hello Wei,

I created a ticket to investigate your individual case, please check your email. Thank you!

View comment · Posted Apr 20, 2021 · Ekaterina Sumolaynina

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Ekaterina Sumolaynina commented,

Community comment Q&A - Apps and integrations

Hello Jessica!

It's actually pretty easy to change between Contacts and Leads when you have an option "create new user if no match is found" for the ticket requester.

All you have to do is to go to Salesforce integration settings in Admin Center in Zendesk, then click Data sync > Ticket sync. Under Ticket request matching there is a switch allowing you to choose whom you would like to create - Contacts or Leads - when there is no match for ticket requester. Change it to Leads if you would like to create Leads:

I hope this helps! 

View comment · Posted Apr 19, 2021 · Ekaterina Sumolaynina

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Ekaterina Sumolaynina commented,

Community comment Developer - Zendesk SDKs

Hi Taras,

The easiest way to test out your JWT endpoint would be by setting JWT authorization on Web Widget as Zendesk uses the same process for JWT for both SDK and Widget.

You can learn how to do it here:
https://support.zendesk.com/hc/en-us/articles/360022185594-Enabling-authenticated-visitors-in-the-integrated-Web-Widget

Widget is very easy to test out as you can just place the code on https://jsfiddle.net/ and see how it works.

Once you test it out, you can implement JWT on SDK without worrying if the endpoint and content of JWT is correct.

Regarding point 4: unfortunately, we don't troubleshoot wrapped application. You can use our Sample app and try to reproduce the issue on it:

iOS: https://github.com/zendesk/zendesk_sdk_ios
Android: https://github.com/zendesk/android_sdk_demo_apps

You can use logger to debug the sample app:
iOS: https://developer.zendesk.com/embeddables/docs/ios_support_sdk/debug
Android: https://developer.zendesk.com/embeddables/docs/android-support-sdk/debug

I hope this helps!

View comment · Posted Apr 15, 2021 · Ekaterina Sumolaynina

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Ekaterina Sumolaynina commented,

Community comment Q&A - Objects, workspaces, and rules

Hello Shawn,

Thank you for contacting Zendesk Support team!

You will find all parameters that can be used for filter when listing macros with API here: https://developer.zendesk.com/rest_api/docs/support/macros#list-macros

Unfortunately, it won't be possible to list macros depending on their actions, neither it's possible to create a trigger that would prevent you from applying macro to the ticket. What you can do is create a category for macros that don't have plain text in their actions and then pull it will API with category filter.

Here you can read everything about macros categories: https://support.zendesk.com/hc/en-us/articles/203690816-Organizing-and-managing-your-macros#topic_dpr_k1j_mw

For example, you have macro category that is called "Without text". Then you can use the following API to list just these macros:

https://subdomain.zendesk.com/api/v2/macros.json?category=Without%20text

I hope this helps!

View comment · Posted Apr 13, 2021 · Ekaterina Sumolaynina

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Ekaterina Sumolaynina commented,

CommentTicket management

Hi Fernando,

I created separate ticket for our Support team to investigate your particular issue, please check your email.

View comment · Posted Mar 24, 2021 · Ekaterina Sumolaynina

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