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Mike DR

Joined May 13, 2021

·

Last activity Oct 07, 2024

Zendesk Customer Care

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ACTIVITY OVERVIEW

Latest activity by Mike DR

Mike DR created an article,

ArticleHelp with support and ticketing

Question

Can I apply a math equation to custom, numerical, ticket fields?

Answer

Yes, you can apply equations with liquid markup, in a trigger or automation. Use the liquid codes below, replacing 001 and 002 with your actual ticket field ID.

Example field ID.png

For multiplications

{{ticket.ticket_field_001 | times: ticket.ticket_field_002}}

For additions

{{ticket.ticket_field_001 | plus: ticket.ticket_field_002}}

For subtractions

{{ticket.ticket_field_001 | minus: ticket.ticket_field_002}}

For divisons by

{{ticket.ticket_field_001 | divided_by: ticket.ticket_field_002}}
Disclaimer: This article is provided for instructional purposes only. Zendesk does not support or guarantee the code. Zendesk also can't provide support for liquid markup, see this Github article for more information: Liquid for designers. Post any issues you have in the comments section or try searching for a solution online.

For additional information, see these articles:

Edited Oct 08, 2024 · Mike DR

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Mike DR commented,

CommentGeneral questions and issues about tickets

HeyA Hunter!

If Basic authentication isn't working, I would highly suggest using oAuth for authentication since your team has SSO enabled.

View comment · Posted Jul 08, 2024 · Mike DR

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Mike DR commented,

CommentTicket customization
Hi there!
 
Thank you for sharing the answer Thomas!

View comment · Posted Jun 04, 2024 · Mike DR

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Mike DR commented,

Community comment Q&A - Help center and community
Hi Umair!
 
Hope you're doing well! You can post this in the developer community.

View comment · Posted Jun 02, 2024 · Mike DR

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Mike DR commented,

Community comment Q&A - Apps and integrations
Hi Roberto!
 
For the process, we would simply link your Zendesk tickets and projects from the old Jira instance to the new one in any case they don't carry over once you have done the migration.

View comment · Posted May 27, 2024 · Mike DR

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Mike DR commented,

Community comment Q&A - Help center and community
Hi Mayank!
 
Hope you're doing well! Would this be the messaging widget?

View comment · Posted May 19, 2024 · Mike DR

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Mike DR commented,

CommentGeneral questions and issues about tickets

Hi Kina!

That can be done using the same steps for using a webhook and trigger. You'll need to use this json code instead:

 

{
"ticket": {
"comment": {
"body": "Content",
"public": true
}
}
}

You would then replace the “Content” with the acknowledgement message.

Hope this helps!

 

View comment · Posted Apr 25, 2024 · Mike DR

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Mike DR created an article,

ArticleHelp with support and ticketing

Question

I use multiple support addresses for one brand. How do I use a specific Zendesk support address to send automatic email replies?

Answer

  1. Create a webhook with the details below:
    • Endpoint URL: https://yoursubdomain.zendesk.com/api/v2/tickets/{{ticket.id}} and replace yoursubdomain with your account subdomain.
    • Request method: PUT
    • Authentication: Basic Authentication
  2. Create a trigger with the details below:
    • Under Meet ALL of the following conditions, add Ticket > Ticket | Is | Created
    • Under Actions, add Notify by > Active webhook | Select the webhook you created.
    • Copy and paste the code snippet below. Specify your Content and Email address
      {
      "ticket": {
      "comment": {
      "html_body": "Content",
      "public": true
      },
      "recipient": "Email address"
      }
      }

Use a webhook trigger action to send autoreplies from a Support subdomain.png

Disclaimer: This article is provided for instructional purposes only. Zendesk does not support or guarantee the code. Post any issues you have in the comments section, or try searching for a solution online.

Edited Dec 20, 2024 · Mike DR

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Mike DR created an article,

ArticleHelp with support and ticketing

Question

Can I use the Zendesk API to add CCs to email side conversations?

Answer

Yes, to add CCs to an email side conversation:

  1. Use the following endpoint: 
    https://yoursubdomain.zendesk.com/api/v2/tickets/{ticket.id}/side_conversations
  2. Replace yoursubdomain with your actual Zendesk subdomain and {ticket.id} with your ticket ID.
  3. Use this JSON code and replace the email addresses on the email lines:
{
"message": {
"subject": "Your subject written here",
"body": "The description written here",
"to": [
{ "email": "name1@testmail.com" },
{ "email": "name2@testmail.com" }
]
}
}
Disclaimer: This article is provided for instructional purposes only. Zendesk does not support or guarantee the code, and it can't provide support for custom scripts and API.

For more information about side conversations, see these articles:

Edited Apr 18, 2024 · Mike DR

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Mike DR created an article,

ArticleHelp with support and ticketing

Question

How do I list tickets where a trigger was used?

Answer

To see the tickets on which a particular trigger has been executed, use this URL: https://yoursubdomain.zendesk.com/rules/trigger_id/tickets.

In the URL, replace yoursubdomain with your Zendesk subdomain and trigger_id with the specific number ID that appears at the end of your actual trigger URL:
Example

For more information, see the articles below:

Edited Apr 18, 2024 · Mike DR

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