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Walter

Joined Apr 16, 2021

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Last activity Feb 07, 2025

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ACTIVITY OVERVIEW

Latest activity by Walter

Walter commented,

CommentUsing Built by Zendesk apps

Hi Paula Saboia,

 

I believe this feature requires the Zendesk Quality Assurance add-on.  Do you have that?

View comment · Posted Feb 07, 2025 · Walter

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Walter commented,

CommentTicket editor, assignee, and requestor

Hi Colin,

 

Certainly, if you can find the information, I'd be interested in knowing this technique as well.  But using only ticket placeholders, I don't think it is possible. 

 

Do you remember if you used Liquid markup when you did it successfully?

 

 

View comment · Posted Sep 04, 2024 · Walter

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Walter commented,

CommentBusiness rules

Hi Helvijs Vigners,

Yes.  You need to use Liquid markup to add conditional blocks.

See https://support.zendesk.com/hc/en-us/articles/4408883291290-Understanding-Liquid-markup-and-Zendesk-Support

Using Liquid tags you can create:

  • if else statements
  • case statements
  • for loops
  • cycles
  • variable assignments

 

View comment · Edited Sep 02, 2024 · Walter

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Walter commented,

CommentTicket editor, assignee, and requestor

Hi Colin Hutzan,

 

I believe that Ticket placeholders are only for the current ticket.  

There's no way to reliably use the Ticket placeholders for a different ticket.

View comment · Edited Sep 02, 2024 · Walter

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Walter commented,

CommentWeb Widget documentation

Hi Gary,

Can you please confirm if Multi-line can be displayed in the conversation?  I've tried, but I can't seem to access it in the Bot Builder.

View comment · Edited Aug 06, 2024 · Walter

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Walter commented,

CommentMetrics, attributes, and filters

Hi Denis Iliev ,

 

Try this formula instead:

IF (DATE_DIFF(TODAY(),[Ticket created - Date],"nb_of_days") <= 365) THEN [Requester email] ENDIF

 

Cheers,

Walter

View comment · Posted Aug 05, 2024 · Walter

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Walter commented,

CommentTriggers and automations

Hi Keti ,

Actually, I was going to suggest using the API.  But it seems you have already considered it.

I wish there was a simpler workaround.

 

 

View comment · Posted Jun 24, 2024 · Walter

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Walter commented,

CommentTriggers and automations

Hi Keti ,

So you are using the Messaging feature and not the legacy Web Widget right?

On the legacy Web Widget, I don't think it is possible.  On the new messaging, it may be possible, but it may not be a supported workaround.  Are you able to provide more details?

View comment · Posted Jun 17, 2024 · Walter

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Walter commented,

CommentDeveloper updates

Hi AdamB ,

Yes, it appears that the search endpoint only supports offset pagination.

https://developer.zendesk.com/api-reference/ticketing/ticket-management/search/#pagination

 

View comment · Posted Apr 24, 2024 · Walter

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Walter commented,

CommentBusiness rules

Hi Ambuj Kumar ,

Have you checked the events in the ticket to confirm that the trigger is not being run?

What other conditions exist? 

You are only showing those from the “ANY” section.  Are there any conditions in the “ALL” section?

Another thing to check is to check the webhook activity.  If you are an admin, then you can check https://YOURSUBDOMAIN.zendesk.com/admin/apps-integrations/webhooks/webhooks/   and then click the name of the webhook.  Then check the Activity option to see if any of the runs had issues.

View comment · Edited Apr 23, 2024 · Walter

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