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![Dane's Avatar](https://support.zendesk.com/system/photos/7279495324314/4da3bb12ff8b214818481019ace3fb97.gif)
Dane
Joined Oct 16, 2021
·
Last activity Jul 03, 2024
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Latest activity by Dane
Dane commented,
View comment · Posted Jan 29, 2024 · Dane
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Dane commented,
View comment · Edited Jan 26, 2024 · Dane
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Dane commented,
Unfortunately, it's not possible. Our practice here is whenever such scenario arises, we create another ticket and set the correct expectation to our customers.
View comment · Posted Jan 26, 2024 · Dane
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Dane commented,
View comment · Posted Jan 26, 2024 · Dane
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Dane commented,
Would you mind posting your use case to our Feedback on Support topic? This is to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that feature. Thanks!
View comment · Posted Jan 26, 2024 · Dane
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Dane commented,
Can you post the same on this page Using generative AI to create call summaries (EAP)? This is to make sure our Product Manager will also have visibility on such feedbacks.
View comment · Posted Jan 24, 2024 · Dane
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Dane commented,
What I did on my end, is to create a custom text field for phone number and have added a specific message on how to enter the correct format.
![](https://support.zendesk.com/attachments/token/ConCIfZ8zUgzYfVgKNHtbiKub/?name=Screenshot+2024-01-24+at+7.54.36+AM.png)
Afterwards, I have created a webhook for user update.
This is the endpoint I used:
https://.zendesk.com/api/v2/users/{{ticket.requester.id}}.json
![](https://support.zendesk.com/attachments/token/wC3no4V6lPsustDUzMJ3bFXSS/?name=Cursor_and_Webhooks_-_Webhooks_-_Apps_and_integrations_-_Zendesk_Admin_Center.jpg)
I have created a trigger using this endpoint.
![](https://support.zendesk.com/attachments/token/PQbESq4BaGGZAo3gkRY09av4s/?name=Screenshot+2024-01-24+at+7.59.29+AM.png)
![](https://support.zendesk.com/attachments/token/ZfWii4izKNOAzf9KUVftAE1UX/?name=Cursor.jpg)
This is the JSON Body:
{
"user": {
"phone": "{{ticket.ticket_field_}}"
}
}
The only issue here is the customer can make mistakes on entering the phone number.
View comment · Posted Jan 24, 2024 · Dane
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Dane commented,
Based on Messaging Metadata, it will only be added to new conversation or if the end-user have sent a message in existing conversation. Just in case you are experiencing an unexpected behavior, you can contact our support directly for further investigation.
View comment · Posted Jan 22, 2024 · Dane
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Dane commented,
Please contact our support directly and provide the necessary screenshots so that we can check it further.
View comment · Posted Jan 20, 2024 · Dane
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Dane commented,
I see, the custom fields is only available on the Additional Fields category. It can only be organized based on the position of other custom fields.
View comment · Posted Jan 20, 2024 · Dane
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