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Heather Cook
Joined Apr 15, 2021
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Last activity Apr 18, 2024
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Latest activity by Heather Cook
Heather Cook commented,
This is an odd issue.
I agree with Steve. If a trigger is setting the subject of the ticket, then your notification is sending with ticket title. It should work.
I would check the order in your events. Is it a macro or trigger setting the subject? Is that macro or trigger running before the notification is sent? Otherwise it could be that the notification is being sent before the subject is being set.
Notification triggers should normally be last in your trigger order, that way all the logic runs on your ticket first. Then people are notified about it.
View comment · Posted Apr 18, 2024 · Heather Cook
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Heather Cook commented,
Hi there,
If you are doing it from the Support side, then I agree with Stacey.
I would create a View that shows all those ticket in PENDING you want to change.
Then select all (checkbox top of the list of tickets).
Select edit (bottom of list of tickets)
You'll get a pop up. Then change status like you would normally. Select the arrow and change to OPEN or SOLVED.
You won't be able to change back to NEW. Once its moved from NEW, you can;t change back. *maybe by the API… but i've never tried that).
View comment · Posted Apr 12, 2024 · Heather Cook
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Heather Cook commented,
You can also include ticket properties :-) E.g:
{
"properties": {
"IncidentNumber": "{{ticket.id}}",
"Zendesk Group Name": "{{ticket.group.name}}",
"Incident Title":"{{ticket.title| truncate:'100'}}",
"Incident Description": "{{ticket.latest_comment.value | truncate:'20000'}}",
"Requestor": "{{ticket.requester.name}} ({{ticket.requester.email}})"
}
View comment · Posted Jan 09, 2024 · Heather Cook
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Heather Cook commented,
Hey Zen,
We actually have a use case where we do this. One of support teams has a home grown, "light" website, that connects to many systems via API and pulls in information. So they don't have to log in to many places.
It can 100% be done via API to connect to Zendesk.
We first focused on ticket creation from our website to Zendesk Support.
- We made sure all the fields and forms were created first.
- We kept the fields all as text only.
- The field conditions and field restrictions (like length, numbers only, etc) we built into the website and not Zendesk. Allowing for this to be easier to change in the future.
- On submitting from the website the ticket is created and we still route to a GROUP.
- All the Agents still need to have access to Zendesk and be part of the right GROUPs, as this drives proper access controls (they dont actually log in to Zendesk Support, but we keep that logic in Zendesk side and pulled via the API by the website).
Then the next step for us was how to view tickets and manage them.
- This is where we could build it anyway we wanted look and feel, but we made sure Zendesk Support was the source of truth for access controls. If Agent A is part of GROUP X, then they can see these tickets.
- Also to protect your API, we introduce manual refresh and a 15 minute auto-refresh. So the agent can choose to trigger the refresh of tickets.
Hope this helps
View comment · Posted Jan 09, 2024 · Heather Cook
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Heather Cook commented,
Hey
We use webhooks to do quite a few options like adding comments to tickets or creating tickets.
First you have to create the webhook (Admin > Apps and integrations > Webhooks)
Once that is set up you can then create the logic. Eg if ticket field X is Y then the action of that trigger is to "Notify by > Active webhook".
You can then write your JSON body.
View comment · Posted Jan 09, 2024 · Heather Cook
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Heather Cook commented,
Hey Deke Marquardt - looks like you have had quite a few other responses, and we follow the same reminder email that others have mentioned. I think the difference for us, is we have combined the closure email and CSAT.
So our format is like this if we have no response:
- (Automation) reminder once the ticket has been pending status for 3 business days.
- (Automation) a second reminder once the ticket has been pending an additional 3 business days.
- (Automation) move the ticket to solved after another 3 business days if no response.
- (Trigger) Email to the requester that their ticket was solved, no CSAT requested.
Our format if we do get a response:
- The agent moved the ticket to solved status.
- (Trigger) email sent confirming the ticket is solved, including the most recent public comment and CSAT.
View comment · Posted Dec 11, 2023 · Heather Cook
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Heather Cook commented,
How do I disable side conversations for CLOSED tickets?
View comment · Posted Jun 01, 2021 · Heather Cook
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Heather Cook commented,
How do you deal with Agent only content? Content that can help Agents solve Customer issues, specifically if an Agent was new and didn't know the procedures.
View comment · Posted Apr 30, 2019 · Heather Cook
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Heather Cook commented,
Do you have an pictures of it working? What could it look like?
View comment · Posted Jun 18, 2018 · Heather Cook
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Heather Cook commented,
How do you keep information up to date when it comes from many sources? Do you have a workflow to tag articles or get notified when articles haven't been viewed or updated in a period of time? Also how do you deal with translations?
View comment · Posted Jun 15, 2018 · Heather Cook
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