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James Peterson - Eastern Logic
Joined Apr 16, 2021
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Last activity Feb 01, 2025
At Eastern Logic we are always working to provide quality solutions to Zendesk customers. To learn more, please visit www.easternlogic.hk
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Latest activity by James Peterson - Eastern Logic
James Peterson - Eastern Logic commented,
Andrew English - I'm curious, were you able to find a solution for the other problem you mentioned, specifically that a user must still select a form even if only one is available? This might be solvable with some custom code as well.
View comment · Posted Feb 01, 2025 · James Peterson - Eastern Logic
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James Peterson - Eastern Logic commented,
That's great! Not always ideal, but it's nice that we can use JS for some of the different cases not supported by Zendesk natively.
View comment · Posted Jan 30, 2025 · James Peterson - Eastern Logic
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James Peterson - Eastern Logic commented,
Hi Nitanai-san,
I'm not sure if this is the issue, but as the error suggests that article is missing, it could be that the payload is not formatted correctly. Have you tried submitting the same request via cURL as shown in the developer documentation here?
View comment · Posted Jan 30, 2025 · James Peterson - Eastern Logic
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James Peterson - Eastern Logic commented,
Hi Vitalii Petrus ,
I just wanted to clarify, is the issue with the organization webhooks that it runs for all organization fields, and you only want it to trigger when one specific field changes? I believe there may be a way to make this work, but it would require using Zendesk Integration Services (ZIS) which is more complex to set up. The ZIS can receive the webhook notification and then filter to only take further action on one specific field. Alternatively, you could use other third-party tools, such as Pipedream in order to receive the event and take action only if the field type matches.
View comment · Posted Jan 27, 2025 · James Peterson - Eastern Logic
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James Peterson - Eastern Logic commented,
We've recently added a new help centre article here explaining how to use a trigger and webhook workflow to be able to set the requester organization via trigger. Hope it can help some folks, feedback is welcome.
Cheers ~
View comment · Posted Jan 27, 2025 · James Peterson - Eastern Logic
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James Peterson - Eastern Logic commented,
Hi Emily Angel ,
This is an interesting use case. I can think of a few possible solutions, but I'm curious to know more about how exactly you use the organizations. Do you use it in reporting, in business rules, or do you have the account managers accessing the ZD Help Centre and viewing all tickets for their organization? Perhaps something else entirely? Because of the different features associated with organizations in Zendesk, there may be many different solutions or workarounds.
Cheers ~
View comment · Posted Jan 27, 2025 · James Peterson - Eastern Logic
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James Peterson - Eastern Logic commented,
Hi all,
I see this is a pretty hotly requested feature in Zendesk for many years already. I understand the request here, but I thought I might be able to help out with a workaround. By leveraging Zendesk business rules and webhooks, it can be possible to make a workflow that allows for bulk updating ticket requester or to do so via automation. Please feel free to take a look at the Walkthroughs that are published on our Help Centre. We hope they can be helpful for some folks, and are open to any feedback you may have.
Change Ticket Requester via Automation - here
Bulk Edit Ticket Requester - here
Cheers ~
View comment · Posted Jan 26, 2025 · James Peterson - Eastern Logic
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James Peterson - Eastern Logic commented,
This is an interesting request, and it seems there's a few different use cases. I'm curious how it works in more detail. Is anyone able to share more details about their use case in particular?
View comment · Posted Jan 25, 2025 · James Peterson - Eastern Logic
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James Peterson - Eastern Logic commented,
Hi John Winters ,
I know that this post was created quite some time ago and that you were looking for Zendesk to add this action into the triggers, but I wanted to respond here with a fairly simple workaround. By using Zendesk webhooks, you can create a workflow that does allow you to change the organization via trigger. It is a pretty common use case, to use webhooks to extend Zendesk workflows. In order to help you and others that may come across this post, I have written up a step-by-step guide for configuring this type of webhook. You can view it here on our Help Centre. Hope it helps!
View comment · Posted Jan 25, 2025 · James Peterson - Eastern Logic
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James Peterson - Eastern Logic commented,
+1 our client is looking to build a more comprehensive integration with ZD Help Centre and needs to manage the entire lifecycle, but have no good way to interact with archive or deleted events.
View comment · Posted Jan 24, 2025 · James Peterson - Eastern Logic
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