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Kyle Beaulieu

Joined Apr 15, 2021

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Last activity Jan 24, 2025

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ACTIVITY OVERVIEW

Latest activity by Kyle Beaulieu

Kyle Beaulieu commented,

CommentZendesk messaging

Is there a way to change the avatar for the "Send Message to Customer" action? It would be nice if I could match my other bot messages:

View comment · Posted Jan 24, 2025 · Kyle Beaulieu

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Kyle Beaulieu commented,

Community comment Q&A - Tickets and email

@Dmytro Akimov Sounds like you created a loop. What I do to avoid this is to use tags in the following way:

 

Condition

Meet ALL of the following conditions

Ticket Tags > Contain none of the following > tag1 (for example)

 

proceed with rest of the trigger's conditions

 

Actions

Add Tag > tag1

 

 

This will prevent the trigger from running over and over again. Depending on the use case, you might have to get creative in using multiple tags and create around them. If you run into any issues, let me know.

View comment · Posted Jan 15, 2025 · Kyle Beaulieu

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Kyle Beaulieu commented,

Community comment Q&A - Tickets and email

Looking at a newly created ticket, how would I tell which CC group should be used? Are there any defining fields or settings or anything beyond just the Org that distinguishes one from the other?

View comment · Posted Jan 03, 2025 · Kyle Beaulieu

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Kyle Beaulieu commented,

Community comment Q&A - Tickets and email

I know there's a way to auto-assign chats via Omnichannel, but if you want to keep the ability for agent's to take tickets manually, then you could build a trigger that would cut the amount of clicks in half. Something like this would make it so your agents would only have to open the chat ticket and click the submit button, eliminating the need to click "take it" or “assign to me” first:

 

I just did a test with this and it worked well. Chat came in, I (as the agent) opened the ticket to see what the chat was about, clicked “Submit as Open” (which does nothing since the ticket is currently open), and could then chat with the customer. 

 

The only caveat is the agents need to have the option beside the submit button (which is called the “ticket footer post save actions menu button”, nice and catchy) set to “Stay on ticket” otherwise it'll close the tab. 

 

If this doesn't work with your flow, let me know and I'll see if I can find another way to minimize clicks. 

View comment · Posted Jan 03, 2025 · Kyle Beaulieu

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Kyle Beaulieu commented,

Community comment Q&A - Tickets and email

Not sure if there's a way to disable this, but you could create a trigger where if the ticket tags contain “ai_agent_automated_resolution” then set the action to re-open and remove the “ai_agent_automated_resolution” tag. Maybe even add another tag like “customer_resolved” so you can track/monitor tickets where the customer closed the ticket without affecting the status. 

View comment · Posted Jan 03, 2025 · Kyle Beaulieu

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Kyle Beaulieu commented,

Community comment Q&A - Tickets and email

I've never played with different languages within Zendesk, but the only thing I can think of is by going to the Guide Admin > Settings > Language Settings, and removing anything other than English. Not sure if that would fix it or make it worse, so tinker at your own risk! 

View comment · Posted Jan 03, 2025 · Kyle Beaulieu

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Kyle Beaulieu commented,

Community comment Q&A - Tickets and email

You can do this by including the following tricky wizardry when building your macro:

 

1. [text]
2. {% assign [field name] = [placeholder without the curvy brackets] %} {% if [field name] != '' %}
3. [Desired field name displayed in the notes]
4. {{ [field name] }} {% endif %}
5. [text]

 

Delete the numbers if you want to use this template, but this is what each line means:
1. This is text that will always appear
2. This is basically saying "if the ___ field is not blank, then include the following information" (being lines 3 and 4 in this case)
3. If you want the field data to have a title, this is where that would go
4. The data that is in the configured field
5. This is text that will always appear

 

For example, I'm using the "Additional Notes" text field with the field ID 5782141110939:

Thank you for reaching out
{% assign additional_notes = ticket.ticket_field_5782141110939 %} {% if additional_notes != '' %}
Additional Notes:
{{ additional_notes }}
{% endif %}
All the best,
Kyle

 

This is what it looks like when the Additional Notes field is blank:


And this is what it looks like when the Additional Notes field has data:

 

Obviously it's a case-by-case kind of thing, so you may need to make whatever changes needed for your setup to work. If you have any issues getting this setup, let me know and I'd be happy to help further.

View comment · Posted Jan 03, 2025 · Kyle Beaulieu

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Kyle Beaulieu commented,

Community comment Q&A - Tickets and email

I have a few "automatic comment" webhooks and triggers. This is how I have mine setup:

 

Step 1. Create a New Webhook

 

Admin Center > Apps and Integrations > Webhooks > Create Webhook.

 

1. Select Trigger or Automation and click Next.

2. Give the webhook a descriptive name (e.g., Automatic Comment).

3. Configure the webhook as follows:

Endpoint:
https://[your subdomain].zendesk.com/api/v2/tickets/{{ticket.id}}

 

Request Method: PUT

 

Request Format: JSON

 

Authentication: Basic Authentication

 

Username: Enter the username of the account you want to use to post the comments. The comments will look like they were added by this user, so for me, I have a dedicated bot agent user for automatic comments. That way my staff knows it's a bot comment, not something from me. 

 

Password: Enter the password for the user account.

 

4. Click Create Webhook, then Finish Setup.

 

Step 2. Create or Update a Trigger

 

Admin Center > Objects and Rules > Triggers.

 

1. Either create a new trigger or edit an existing one.

2. In the Actions section:

3. Open the category and select Notify by > Active webhook.

4. Select the webhook you created in the previous step from the dropdown menu.

5. Enter the JSON code for the comment. For example:

{
 "ticket": {
   "comment": {
     "body": "This is the text that will appear on the ticket.",
     "public": false
   }
 }
}

6. Click Save to finalize the trigger.

 

That should do the trick. You can do a few things to make the JSON text better, and you can do a lot more with this code, such as making it a public comment, putting specific data into specific fields (even custom ones), etc. If you want the text to be a little more "complicated" than a single line and need a hand with that, I'd be happy to help. Just let me know the text you want to put in the format you'd like, as well as any other changes you'd like it to make, and I'll give you the JSON code for that. 

 

I hope this helps!

View comment · Posted Jan 03, 2025 · Kyle Beaulieu

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Kyle Beaulieu created a post,

Post Q&A - Reporting and analytics

I’m having a weird issue with dashboards, and I’m hoping I'm just doing something wrong and that someone here can help.
 

When I build a dashboard in the builder, everything looks how I want it. If I export it as a PNG manually, it’s still as it did in the builder. But as soon as I set up a scheduled delivery (also as a PNG), the formatting gets all messed up. The spacing is way off, and it’s especially bad with tables. What was nicely spaced in the builder suddenly gets compressed into about 1/3 of the size, with a ton of dead space everywhere.


Here’s an example to show what I mean:

  • How it looks in the builder (good): 

     
  • Manual PNG export (good): 

     
  • Scheduled delivery (not good):

 

The ‘Annoying’ Workaround:

In order to fix this, I have to:

  1. Schedule a delivery to myself.
  2. Check how the spacing looks.
  3. Go back and adjust report/widget sizes in the builder.
  4. Schedule it again to see if the fix worked (and I have to wait at least 30 minutes each time because I can’t schedule deliveries more often than that).

Once I finally get the scheduled version to look decent, the dashboard in the builder is squished and ugly because I had to adjust everything to compensate.
 

A Quirk I Noticed:

The only way I’ve been able to “fix” this (kind of) is by working on my desktop in full screen. My desktop monitor is a 34” ultrawide (3440 x 1440 at 100% scale), and for some reason, it’s easier to make adjustments there. But on my laptop (14” screen, 1920 x 1080, tested at both 100% and 125% scale), the issue is always there.
 

I’ve also tested this in Opera and Chrome—same results in both browsers. What’s odd is that manual exports always look fine. It’s just the scheduled delivery that’s causing these issues.
 

My Question:

Is there a way to work in a non-full-screen window and still have the scheduled delivery match what I see in the builder? This is driving me nuts and really slowing me down since I'm always monitoring things so I can't work in full screen. If anyone has ideas or has dealt with this before, I’d love to hear how you fixed it.
 

Thanks in advance

Posted Jan 03, 2025 · Kyle Beaulieu

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Kyle Beaulieu commented,

Community comment Q&A - Chat, messaging, and widgets

An update:

 

I reached out to the Zendesk support folks which had suggested I go into the Objects and Rules > Tickets > Settings section and disable “Switch messaging conversations to email” in the Continuous Conversations area, which I did. Since the issue is intermittent, I'll have to wait and see if the issue returns, but since I have disabled it a few hours ago, it hasn't come back. I'll update this thread if the issue returns to keep this up-to-date, otherwise this was the fix.

View comment · Posted Oct 29, 2024 · Kyle Beaulieu

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