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Jason Rowell

Joined Apr 15, 2021

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Last activity Oct 28, 2021

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Latest activity by Jason Rowell

Jason Rowell commented,

Community commentDiscussion - Zendesk on Suite best practices

When using this automation the email that is sent out seems to be sending from the account that created the automation. Is there a way to adjust it so that the follow up email is shown as sent by the agent who responded to the ticket?

View comment · Posted Oct 15, 2019 · Jason Rowell

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Jason Rowell commented,

Community commentDiscussion - Zendesk on Suite best practices

Jessie,

I was able to get this working using an extension, The extension is setup as follows:

Title: Pending Notification
URL: https://_________.zendesk.com/api/v2/tickets/{{ticket.id}}.json?ticket[comment][public]=true

Method: Put

Attribute Name: ticket[comment][body]

With the Basic Authentication setup as my account.

The automation is then set as 

Notification: Notify Target > Pending Notification

and our desired message after that. 

View comment · Posted Feb 26, 2018 · Jason Rowell

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Jason Rowell commented,

Community commentDiscussion - Zendesk on Suite best practices

Hi Jessie,

It is possible that something else in the workflow has changed, unfortunately I'm wasn't the Zendesk admin who originally setup the automation. Do you know of a trigger that would update a comment to the ticket?

View comment · Posted Feb 13, 2018 · Jason Rowell

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Jason Rowell commented,

Community commentDiscussion - Zendesk on Suite best practices

We've been using this method to solve stale tickets for some time, and we've noticed a change in behavior and are wondering if there is something we can do to revert the changes. 

Originally when this was setup we would see the email notification in zendesk, However we no longer see these entries, we assume that the emails are still going out because we see the following in the ticket event log. Any suggestions on what might be causing this change or how we can address it? Our automation is below. Thanks!


View comment · Posted Feb 13, 2018 · Jason Rowell

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