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Rafa D.

Joined Oct 16, 2021

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Last activity Nov 12, 2024

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Latest activity by Rafa D.

Rafa D. commented,

CommentWorkflow best practices and recipes

That triggers only work for chat, not for messaging. Since messaging tickets don't update through chat transcripts, the inactive trigger won't activate.

 

View comment · Posted Aug 27, 2024 · Rafa D.

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Rafa D. commented,

Community comment Feedback - Ticketing system (Support)

I have a solution for this situation, you can read the field value via Liquid markup in a webhook.

 

In my case, I want to create a new priority field with more options and starting with a number, in order to sort tickets with it.

 

I also want to change the priority based on the value of another custom field.

 

I created a webhook to the endpoint ‘https://orenes.zendesk.com/api/v2/tickets/{{ticket.id}}’ and used it in a trigger with the following JSON:

 

{
 "ticket": {
   "custom_fields": [
     {
       "id": 19356697887122,
       "value": 
       {% assign field_value = ticket.ticket_field_20703424763538 | times: 1 %}
       {% if field_value >= 1000 %}
         "priority_0_critical"
       {% elsif field_value >= 500 %}
         "priority_1_urgent"
       {% elsif field_value >= 200 %}
         "priority_2_high"
        {% elsif field_value < 1 %}
         "priority_4_low"
       {% else %}
         "priority_3_normal"
       {% endif %}
     }
   ]
 }
}

Here ‘ 19356697887122’ is the priority field and ‘20703424763538’ the numeric field.

 

The line ‘{% assign field_value = ticket.ticket_field_20703424763538 | times: 1 %}’ multiplies the field value by 1 to convert from string to number.

 

The Liquid markup then checks the value and returns the corresponding field tag.

You will need to adapt the code for each case. For changing the group, the code should look like this:

 

{
 "ticket": {
   {% assign field_value = ticket.ticket_field_20703424763538 | times: 1 %}
   {% if field_value > 500 %}
     "group_id": 112233
   {% else %}
     "group_id": 445566
   {% endif %}
 }
}

 

(Note: I haven't tested this last code snippet.)

View comment · Edited Aug 13, 2024 · Rafa D.

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Rafa D. commented,

Community comment Q&A - Objects, workspaces, and rules

The ticket remains unassigned.

View comment · Posted Apr 29, 2024 · Rafa D.

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Rafa D. commented,

CommentUsing legacy AI agent functionality

Hi,

 

We give support to various websites, some of them share users registered with the same email.
 

Each one has a different widget but we noticed that all of them show all the history conversations, whetever the website, if the user email it's the same.

 

How can filter the conversations by brand?

View comment · Posted Apr 04, 2024 · Rafa D.

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Rafa D. commented,

Community comment Feedback - Ticketing system (Support)

Hi Rene,

There is a Chrome extension, "Zendesk All tab Closer", that adds a button for close all tabs ;)

View comment · Posted Feb 27, 2024 · Rafa D.

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Rafa D. commented,

Community comment Q&A - Objects, workspaces, and rules

Hi!

There is the detailed solution. I just tested it, and it works fine.

  1. First create a text field and copy his ID.
  2. Create a webhook:
    PUT https://YOUR_SUBDOMAIN.zendesk.com/api/v2/tickets/{{ticket.id}}.json
  3. Then the first trigger, for get the ID of the assignee, the basic condition is
    Ticket Status category > Changed to > Solved
    and the action
    Notify by > Active webhook > your webhook
    with the JSON body
    { "ticket":{ "custom_fields":[{"id": THE_ID_OF_YOUR_FIELD, "value": "{{ticket.assignee.id}}"}] }
  4. Now the second trigger for the follow-up tickets. Conditions:
    Ticket Channel > Is > Closed ticket
    Ticket Status category > Is > New
    Action:
    Notify by > Active webhook > your webhook
    JSON body
    { "ticket": { "assignee_id": "{{ticket.ticket_field_THE_ID_OF_YOUR_FIELD}}" } }

I hope it works well, otherwise let me know.

View comment · Posted Nov 21, 2023 · Rafa D.

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Rafa D. commented,

Community comment Q&A - Objects, workspaces, and rules

Hi Andrea,

You might be able to do it with just two webhooks and triggers.

First, you need a new ticket field to save the assignee ID. Then, use a webhook for PUT /api/v2/tickets/{{ticket.id}}.json with the body: { "ticket": { "custom_fields": [{"id": YOUR_FIELD_ID, "value": "{{ticket.assignee_id}}"}] }}. A trigger should call this webhook when the ticket is resolved.

Now, create a new trigger for follow-up tickets which calls the webhook with a reverse action, transferring the value from the custom field back to the assignee_id.

Throughout the week, if I have time, I will develop it further for you.

View comment · Posted Nov 20, 2023 · Rafa D.

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Rafa D. commented,

Community comment Q&A - Chat, messaging, and widgets

Hi Glenn,

Could you please elaborate a bit more on how we can use the token for this?

I did some tests but they were unsuccessful.

Thanks!

View comment · Posted Jun 14, 2023 · Rafa D.

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