Serge Payette

Hi Ssoto,

  To add to Duke and Graeme's comments, you may want to check the events that took place for such tickets to see if a Trigger or Automated rule was involved.  To do so, as an Admin, click on the "Show all events" button located right above the last ticket comment as shown below:

Hope this helps

Serge

  Thanks for the info @Graeme, indeed that's a similar request.  Let's hope that this answers Spencer's needs.

  Nonetheless though, as per my previous post, the documentation does specify that "Requester" should be available from "Ticket: Requester" condition.  However, I only see that option when I'm selecting "Ticket: Assignee".

Rgds

Serge 

Spencer, 

  OK, I see what you're looking for.  Seems like a system limitation as selecting "Requester" or "Assignee" gives the same options to choose from.  Actually, looks rather like a system bug as this Agent Guide link clearly states that "Requester" should be  available from the pull-down menu:

  Let's see what Support has to say about this.  If no response by next business day, I'd suggest to open a formal support request with Zendesk Product Support group.

Rgds

Serge

Hi Spencer,

   If I get this right, you'd like to have a View which where Requester e-mail addresses would be displayed.  Did I get this right ?  If so, here's one way to get this done:

  First you'll need to create a custom ticket field to capture requester e-mail addr.  Then, you'll create a URL Target so that requester e-mail addr will send to your Zendesk system.  The next step will then be to create a Trigger rule so that requester e-mail addr will be added to tickets upon meeting certain conditions (the below example will get this done for any Incident ticket being updated, however you may prefer to add this action to an already existing rule).  Last but not least, you'll create a new View where the newly created ticket field will be added in order to be displayed. 

  Here's how to get this done:

1- Ticket Field (Field type "Text" (capture small text))
  For agents:
    cust_email
*Upon creating the new field, you'll need to edit it right after to capture the "Custom field ID" (top left corner) which will be required in the next step.

2- URL target
 Title:
         cust_email_addr
 
 URL:                                    https://COMPANY.zendesk.com/api/v2/tickets/{{ticket.id}}.json+?ticket[custom_fields][]={{ticket.requester.email}}

example:

https://moderatorserge.zendesk.com/api/v2/tickets/{{ticket.id}}.json+?ticket[custom_fields][29535557]={{ticket.requester.email}}

 Method:
    PUT
    
 Attribute Name:
    "value"
    
 Basic Auth:
    Username/token
    token value (taken from >admin >API >Active API tokens)

    

3- Trigger
  Meet all of the following conditions:
     Ticket:Type Is Incident
     Ticket Is... Updated
 
  Perform these actions:
     Notifications: Notify target cust_email_addr (which is the target created above).
     Message: value

4- View

   Add the new ticket field - cust_email - to the View column table, you can "Group" or "Order" by as you wish.

Hope this helps

Serge

Really cool stuff Jay, thanks for sharing.

Hi Amy, 

  I'd suggest that you use "Regular Expression" instead of "Date" field.  By doing so, you'll be able to define a format that suits your needs.  Regex uses Ruby, thus if you'd like to display DD/MM/YYYY, the regex would look like this:

\b(3[0-1]|[1-2][0-9]|0?[1-9])/(1[0-2]|0?[1-9])/([0-9]{4})\b

  Here's what it'd look like on End-user GUI (Zendesk default format - date field - Vs. Ruby regex:

  I'd suggest you add a description to guide End-users wrt the format to be entered:

Rgds

Serge 

Hi Donna,

  Ditto here, I looked again and again and - unfortunately - that feature doesn't exist with Zendesk Plus license.