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Ash

Joined Apr 15, 2021

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Last activity Dec 29, 2023

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ACTIVITY OVERVIEW

Latest activity by Ash

Ash created a post,

Post Q&A - Help center and community

Is it possible to change the order in which End-users see comments for their tickets in "My activities" page. 

I want to change it, so the most recent comment is on the top.

Is it also possible to change where the exact date and time is displayed on the comments rather than "2 months ago"

Posted Aug 22, 2022 · Ash

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Ash commented,

Community comment Discussion - Tips and best practices from the community

I am happy to see this code worked for so many of you.

Please feel free to contact me if you need any free advice on a solution.

View comment · Posted Aug 12, 2021 · Ash

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Ash commented,

Community comment Feedback - Ticketing system (Support)

View comment · Posted May 12, 2021 · Ash

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Ash commented,

CommentAccounts and billing

Hello,

My feedback would be:

  1. Provide ongoing Production to Sandbox Sync
  2. Make two sandboxes a standard for all enterprise -Dev sanbox - Test sanbox
  3. Dev sandbox will be used for dev work to design new solutions.
  4. Test sandbox will be used for testing and UAT before moving stuff to production. 
  5. Sync - Production to sandbox and sandbox to production on demand.

 

View comment · Posted May 10, 2021 · Ash

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Ash commented,

Community comment Discussion - Tips and best practices from the community

@... Thank you, 

And yes, you need basic authentication either via API token or admin credentials to do anything with external targets.

Sorry, I assumed everyone knew that.

 

 

View comment · Posted Dec 10, 2020 · Ash

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Ash commented,

Community comment Discussion - Tips and best practices from the community

Hi Alex,

Can you explain what you mean by "doesn't seem to be working"?

You can also check if the trigger is even firing.

If it is then check if the external target is working-check if API logs have any errors.

Let me know.

 

 

 

View comment · Posted Dec 08, 2020 · Ash

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Ash commented,

Community comment Discussion - Tips and best practices from the community

You can ignore that error message, the JSON target is trying to validate your code as JavaScript rather than Liquid.

View comment · Posted Dec 08, 2020 · Ash

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Ash commented,

Community comment Feedback - Ticketing system (Support)

View comment · Posted Dec 02, 2020 · Ash

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Ash created a post,

Post Discussion - Tips and best practices from the community

To tag new tickets with a tags when they have attachments.

Use Case :

You can then use this tag to filter tickets with attachments to one view while other with no attachments to another view.

There can be other use cases too. 

Steps:

1. Enable API access type (see screenshot)

Password Access item 3 on the screenshot above - if you want to use username and password for your API auth only.

For token select item 4 on the screenshot - if you are going to generate API token in zendesk and use that.

You don't have to enable both but one will do.

2.Create target extension > HTTP
Title : Update Tags

URL : https://domain.zendesk.com/api/v2/tickets/update_many.json?ids={{ticket.id}}
Method PUT
Content Type JSON

Make sure your external target uses Basic auth. either via API token or admin credentials.

 

3.Create Trigger
SET-Check for Attachments
Condition - Ticket is created
Action - Notify Target : Update Tags
JSON Body : 

{"ticket":
{% for comment in ticket.public_comments offset:0 limit:1 %}
{% if comment.attachments.size > 0 %}
{"additional_tags":["attachments_yes"]}
{% else %}
{"additional_tags":["attachments_no"]}
{% endif %}
{% endfor %}
}

above code checks the comment for attachments, if attachments more than 0 than it tags the ticket with "attachments_yes"

or else it will tag as "attachment_no"

NOTE: You will see the following error-

You can ignore that error message, the JSON target is trying to validate your code as JavaScript rather than Liquid.

I tested this and it works for all new tickets

If this was helpful please upvote this and feel free to drop me a line on Linkedin.

Posted Dec 02, 2020 · Ash

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Ash commented,

Community comment Discussion - Tips and best practices from the community

@... - Thanks for this great info, But now i seem to be having the same issue as @... above.

See his post here

 

Thanks

Ash

 

View comment · Posted Jan 29, 2020 · Ash

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