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Alex C
Joined Apr 15, 2021
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Last activity Apr 25, 2024
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Latest activity by Alex C
Alex C commented,
Hello! Was hoping someone on this thread could help, because I feel the answer is already here but I'm not able to interpret it for my own uses. We want to change the signature depending on ticket group. I'm trying this in dynamic content and then just using the {{dc.conditional_agent_signature}} placeholder in the brand signature. However, even when the ticket group is Site Support, I keep seeing the “else” option, and not the agent's specific signature. Can you spot something wrong with my markup?
View comment · Posted Apr 25, 2024 · Alex C
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Alex C created a post,
We want to move the article base of a specific product line to its own help center within the same Zendesk instance. I'm pretty sure this counts as moving articles to a different instance altogether so the article IDs will change, but wanted to check if anyone on the community has made an article move within the same Zendesk instance and managed to keep the article URLs the same.
Posted Apr 04, 2024 · Alex C
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Alex C commented,
Oh nice! I didn't think to use Dynamic Content like that. Fantastic. Thank you Dan R.!
View comment · Posted Jun 12, 2023 · Alex C
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Alex C created a post,
Has anyone ever created a link that populates a field in a ticket? Something like the CSAT rating emails that have the ratings right there in the message for requesters to click because of the {{satisfaction.rating_section}}
placeholder.
Use case: We want to send an automated message to customers with tickets that have been escalated but are waiting for longer than they should. In the response, we'd request that they "click here" if their ticket meets certain criteria.
The idea would be to then review those "critical" tickets before we continue down the regular priority order we usually work off of. So anything works, a tag added, a field filled, etc.
Posted Jun 09, 2023 · Alex C
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Alex C commented,
Hi Zsa Trias, yes, we want a tag to be added to a ticket 2 days after it was assigned to a specific group. So we can't use the condition for "hours since assigned" since that takes the first assignment ever as that assignment. I'll look at automations, I honestly didn't even try with them.
View comment · Posted May 09, 2023 · Alex C
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Alex C created a post,
Hello, once again I come asking for help! I'm stuck in this configuration and hope you guys have already done something similar and can help me along.
What we want to do: add a tag to a ticket that has more than 6 agent replies and was assigned to Tier 2 group two days ago.
What we have done so far:
1. We created a custom date field: T2 Assignee Date
2. Created a trigger that will set T2 Assignee Date field to 0 when the ticket is assigned to Tier 2.
3. Created a second trigger that should add a tag when the ticket meets the following conditions:
- Agent replies | Greater than | 6
- Group | is | Tier 2
- T2 Assignee Date | is within the next | 2
Where I'm stuck: This last condition is not allowing it to trigger. I thought it would mean that since T2 Assignee Date was set to 0 the moment the ticket was assigned to Tier 2, then that field would be 2 when two days had passed. But that has not happened. Any ideas? Or maybe another way of doing the same thing?
Posted May 01, 2023 · Alex C
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Alex C commented,
Unbelievable. I think this is what the issue was. The trigger I was using to test assigns the ticket to a different group (which left it with no assignee). As I was testing back and forth I probably wasn't "taking" the ticket before adding the tag and submitting. So placeholder ticket.assignee.email does work! Now just need to make sure to follow that rule in the real flow. Thank you so much for the help once again!
View comment · Posted Jan 03, 2023 · Alex C
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Alex C commented,
Hi Lou! I can't remember if I had or not, so I just tested {{agent.email}} but it didn't work :(
The trigger is working and firing and if I have something else in the text field, it wipes it clean. But does not populate the agent's email.
View comment · Posted Jan 02, 2023 · Alex C
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Alex C created a post,
I'm trying to populate a custom free text field with the ticket assignee's email but all the placeholders I'm trying do not work. At this point I'd be satisfied with anything pointing me to the assignee.
This same trigger with that same webhook works perfectly when using placeholder {{current_user.email}}. But for this flow it's no good because it will populate the end-user's email instead.
According to this article (https://support.zendesk.com/hc/en-us/articles/4408886858138), since that works, if I substitute current_user with ticket.assignee it should also work. But it doesn't. I have also tested using assignee_email as appears in the API docs (https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/) and several combinations of assignee that I'm just guessing at, but I'm not getting a hit. If anyone knows what will work I'd reeeeeally appreciate it.
Posted Jan 02, 2023 · Alex C
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Alex C commented,
Oh! That actually solved my issue Dave Dyson (gmail), thank you! I just created a trigger to add a tag if ticket was updated, comment text included my keyword and if current user was an agent. Thank you for pushing me in the right direction!
View comment · Posted Nov 21, 2022 · Alex C
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