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McCabe Tonna
Joined Apr 15, 2021
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Last activity Feb 04, 2022
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Latest activity by McCabe Tonna
McCabe Tonna commented,
I was able to use Colin's suggestion and with some tweaks got it working perfectly.
This was so we can use triggers/automations to bulk notify people from a no-reply email address.
We use our no-reply email for specific escalations.
1) Channels > Email .. Create a no-reply@yourdomain
2) Settings > Extensions > HTTP Target
a) https://yourdomain.zendesk.com/api/v2/tickets/{{ticket.id}}.json
b) Method: Put, JSON data, Basic auth.. your username/token API token
3) this part must be 2 triggers
a) First part is you need to update your ticket to utilize the proper recipient (the "from" part of the email)
b)
c) This trigger waits for the previous trigger to finish
Hope this helps
View comment · Posted Jun 13, 2019 · McCabe Tonna
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McCabe Tonna commented,
The default fields type follow their title
Subject = subject, description = description, status = status, group = group.. etc
All custom fields follow those field types listed above.
Do you have an example of something you'd want to search for?
View comment · Posted Apr 23, 2019 · McCabe Tonna
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McCabe Tonna commented,
Okay I got it working. This was for articles (article_page,hbs) where the class is known as "comment-author".
Added this to the script.js file(plain text to add at bottom)
the css
and I didn't change anything to the article_page.hbs or any other page.
(added to bottom of script.js file)
View comment · Posted Apr 23, 2019 · McCabe Tonna
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McCabe Tonna commented,
@jeremy
I'm trying to see if i can replicate the correct and your issue
Seeing if anyone who has implemented this recently can help out
update: i see the script.js isn't passing the data (moderators) to our template pages
trying to pass the data. pretty new to hbs
View comment · Posted Apr 23, 2019 · McCabe Tonna
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McCabe Tonna commented,
@Jeremy, Makes sense.
If you're saying everyone who comments gets the tag, that means it's always True.
Can you try updating it from -1 to 0?
View comment · Posted Apr 23, 2019 · McCabe Tonna
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McCabe Tonna commented,
I haven't tested this, but wouldn't this always be true?
if ($.inArray($.trim($(this).text()), moderators) > -1)
View comment · Posted Apr 23, 2019 · McCabe Tonna
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McCabe Tonna commented,
I'm not sure I follow
What do you see when you enter yourzendesksite.com/api/v2/ticket_fields.json ?
And what are you expecting to see
View comment · Posted Apr 23, 2019 · McCabe Tonna
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McCabe Tonna commented,
HI Laura,
In your triggers, swap the placeholders that state {{ticket.public_comments_formatted}} to {{ticket.latest_public_comment_formatted}}
I believe that will solve your issue.
Also, I highly recommend testing this before fully rolling this out to your customers.
Hope this helps.
Thanks,
McCabe
View comment · Posted Jul 06, 2015 · McCabe Tonna
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McCabe Tonna commented,
I'm a little confused - Are you saying anytime you update the ticket, you are removing the tag?
View comment · Posted Mar 22, 2015 · McCabe Tonna
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McCabe Tonna commented,
I put some thought into this.
1. You can create a trigger that adds a tag, every time a private comment is made.
2. Create a view to search for that tag
3. Create a second trigger that removes the tag when you update a ticket with that tag.
This will allow for you to find these tickets without all the emails.
Hope this helps,
McCabe
View comment · Posted Mar 19, 2015 · McCabe Tonna
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