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Kaia
Joined May 13, 2021
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Last activity Oct 25, 2021
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Latest activity by Kaia
Kaia commented,
Hi Andrew,
Here is a solution that will always work:
- In addition to what Kay described above, we will add a second "Notify target" action to add a tag to the ticket. We use a target to add a tag instead of "Add tags" action so that tag addition does not happen before the recipient is updated.
- We can modify the ticket creation notification trigger to run on ticket update because we are adding the tag which is updating the ticket. This trigger will check for the tag added in the previous step. We will remove the tag after the email is sent so that subsequent updates to the ticket does not trigger this email.
Below screenshot shows the target and trigger configuration in addition to what Kay described above.
Hope this helps.
Cheers,
Korak
View comment · Posted Mar 17, 2021 · Kaia
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Kaia commented,
Hello,
You will need to change the permission for Type and Priority system fields from Support -> Admin -> Ticket Fields and set them to "Editable for end-users". You can then use the end-user email to authorize the API request and set the type and priority.
If you use an agent's email to authorize the API request, the agent will become the submitter of the request and a proactive ticket will be created on behalf of the requester.
Hope this helps.
Cheers,
Korak
View comment · Posted Mar 03, 2021 · Kaia
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Kaia commented,
Hello,
You can use the collaborators object to add external users as CC'd users in the ticket. Below is the sample code. You can also check this article which describes different options for adding CCs and followers to a ticket.
{
"ticket": {
"subject": "Adding CCs",
"comment": {
"body": "Adding CCs"
},
"collaborators": [
"external1@example.com",
"external2@example.com"
],
"requester": {
"name": "name",
"email": "email@example.com"
}
}
}
Hope this helps.
Cheers,
Korak
View comment · Posted Feb 19, 2021 · Kaia
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Kaia commented,
Hello,
You should be able to get the last login information for all agents by calling api/v2/users.json?role=agent endpoint. There is a parameter called last_login_at which will give you the last login date and time of the agents. Unfortunately, we can't get filtered results from search endpoint as last_login_date is not a searchable user property. So, you will have to retrieve all results and filter down by yourself.
Cheers,
Korak
View comment · Posted Feb 02, 2021 · Kaia
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Kaia commented,
Hello,
You can sideload identities with the users endpoint by calling https://subdomain.zendesk.com/api/v2/users.json?include=abilities. You will get 100 records per page. So, you will need to paginate to get the full list of 3000+ users with their identities.
Hope this helps.
Cheers,
Korak
View comment · Posted Feb 01, 2021 · Kaia
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Kaia commented,
Hello, it seems that your external API is refusing the CORS request that you are making via Zendesk's proxy server (cors:false is the default). You may want to try cors:true if the external API supports direct cross-origin calls.
Cheers,
Korak
View comment · Posted Jan 16, 2021 · Kaia
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