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Gregory Clapp

Joined Oct 21, 2021

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Last activity Dec 05, 2024

eGovernment systems analyst at the City of Portland, Oregon.

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ACTIVITY OVERVIEW

Latest activity by Gregory Clapp

Gregory Clapp commented,

Community comment Feedback - Admin Center

Tommy, here's some info that might actually help you. There's a workaround posted here at the very bottom of the comments thread:
https://support.zendesk.com/hc/en-us/articles/4408884166554-Organizing-and-managing-your-macros

It appears that the investigation is still in progress; however, there is a useful workaround that you may consider implementing. Please append a `-v1` to the `/macros` path. For instance: .com/admin/workspaces/agent-workspace/macros-v1?access… Additionally, due to our recent fix, you now have the capability to adjust the `per_page` parameter in the URL to exceed `100`. This adjustment will also allow you to utilize the `page` parameter, thereby enabling you to load more than 100 items per page, which will facilitate the management of macros on a larger scale.

When I use the following path in my instance, I can view and re-order ALL the macros: [instance].zendesk.com/admin/workspaces/agent-workspace/macros-v1?access=shared&active=true&page=1&per_page=1000&sort_by=position

No idea how long this will continue to work.

 

View comment · Posted Dec 05, 2024 · Gregory Clapp

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Gregory Clapp commented,

Community comment Feedback - Admin Center

We're having this same issue. It's a huge gap in functionality that makes it very difficult for our admins as we try to manage hundreds of macros for 130 agents. At the price we're paying per seat, it certainly warrants a snark, but thanks for the reminder to not post that here. I'll reserve that for public forums.

View comment · Edited Dec 05, 2024 · Gregory Clapp

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Gregory Clapp commented,

Community comment Feedback - Ticketing system (Support)

We're a large organization, and our internal stakeholders are clamoring this feature, so that's about a dozen more votes in favor. Seems absurd that it's not there.

View comment · Posted Sep 27, 2023 · Gregory Clapp

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Gregory Clapp commented,

Community comment Feedback - Ticketing system (Support)

This seems like a no-brainer feature that any CSM product should have. Add it to the list of disappointments and missing features that likely would have steered my large organization to a different product if we'd known about them in advance. This is a major hassle for us, and frankly a major fail for Zendesk. We have so many groups across different bureaus that the suggested workarounds are absurdly inadequate.

View comment · Edited Aug 25, 2023 · Gregory Clapp

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Gregory Clapp commented,

CommentBusiness rules

When an end user replies by email to a notification from a ticket that is now closed, a follow-up ticket is created, the CC list is copied to the new ticket, and a notification is sent to the CC recipients. However, placeholder suppression rules prevent the new ticket's subject, description or comments from being displayed in that notification, so the CC recipient has no context or idea what this new ticket is about, rendering the notification practically useless. "You've been CC'd on this request, but we're not going to tell you what it's about."

This has been creating a lot of confusion and a bad user experience for the subject matter experts we rely on to provide input on tickets. Our organization is too large and varied to make all potential SMEs into agents or light agents. This gap in functionality gives the impression that the system is broken, and there's no way for them to get more info without having to reply with dumb-sounding questions like, "What's this about?" 

Are there any options for making sure CC recipients get more details about the new tickets they're CC'd on?

View comment · Posted Apr 11, 2023 · Gregory Clapp

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Gregory Clapp commented,

Community comment Feedback - Ticketing system (Support)

Add my large organization to the chorus of voices who really need to be able to edit closed tickets, even if it's just bulk edits to large sets of tickets and it's not super performant. We've learned a lot about how we want our instance configured since we began and have thousands of mis-assigned tickets clouding the reports we need to generate for the executives who pay the bills.

View comment · Posted Mar 24, 2023 · Gregory Clapp

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Gregory Clapp commented,

Community comment Q&A - Tickets and email

My organization is facing the same problem. We have multiple support addresses, some of which are for city council members. There's no way we can train community members to only send requests to one support address. They typically don't know who to contact for most city issues, so they CC every address they can find. Triage and reassignment helps, but some council members still want a copy of the initial message they were CC'd on, even if it's not theirs to respond to.

I created a proof of concept that's a potential workaround for us...

First, set up a webhook that calls the Zendesk API, using the tickets/create_many endpoint.

Next, set up a trigger that fires when a request is received that includes CCs. Add an action, "Notify active webhook," and dynamically create the JSON body using the Liquid template language to parse the CCs and create a new ticket for each one.

This is the JSON body I'm using:

{
  "tickets": [
        {% for cc in ticket.ccs %}
            {
                "comment": {
                    "body": "{{ ticket.description }}"
                },
                "subject": "{{ ticket.title }} - copy #{{ forloop.index }}",
                "group_id": {% if cc.email == "commissioner1@city.gov" %}1234567890{% elsif cc.email == "commissioner2@city.gov" %}0987654321{% endif %},
                "requester": { "email": "{{ ticket.requester.email }}" }
            }{% unless forloop.last %}, {% endunless %}
        {% endfor %}                
  ]
}

It creates a ticket object for each CC included on the original request and uses the original description, subject, and requester on each copy. I even added logic to assign to certain groups depending on the email address. This isn't ideal, because it means the addresses are hard coded in this obscure piece of config (who's going to remember to update it if the addresses change??), but it does the trick.

You also need to make sure to conditionally add a comma between each object in the tickets array (but not at the end), or the API won't be able to correctly parse the JSON. 

My code assumes that only valid support addresses will be used as CCs. If there's a chance other non-support email addresses may be included, you'll need to wrap this in additional conditional logic to check each address before adding a ticket object to the array for it.

More info about Liquid: https://shopify.github.io/liquid/

Realizing I can call the Zendesk API from a trigger that notifies a webhook was a game changer. Even more when I realized Liquid logic can be used to dynamically generate a JSON payload. Liquid can also be used in notification emails. It's super handy!

This really gets into the weeds, but I hope it helps someone.

 

View comment · Edited Mar 22, 2023 · Gregory Clapp

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Gregory Clapp commented,

Community comment Feedback - Admin Center

Upvoting this. I'm currently trying to determine whether my organization can even use webhooks, given that there's no way to be alerted of endpoint failures except for someone to check the activity log of every webhook every day, which is not sustainable. It would be especially useful if webhook failures after the standard 3 retries could be used as a trigger condition, so we can decide how we want to handle the failure...notify someone, log it, etc.

View comment · Posted Mar 03, 2023 · Gregory Clapp

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Gregory Clapp commented,

Community comment Developer - Zendesk APIs

The OP is talking about maintenance on the webhook's endpoint, so this reply about Zendesk maintenance windows isn't helpful unless Zendesk API is the endpoint.

I'm also curious to know how to webhook failures when an endpoint doesn't respond as expected, without having to check every webhook's activity log every day. I'm currently evaluating whether my organization can even use webhooks given this deficiency.

View comment · Posted Mar 03, 2023 · Gregory Clapp

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Gregory Clapp commented,

CommentFormatting and customizing your email

These instructions seem flawed. It does't seem like the CC template should use the latest comment token. It needs to include the full comment thread, and especially the first comment/description. How is the CC recipient supposed to know what the original request was if they're brought in 5 comments later??? This just wreaked a whole lot of havoc in my organization until I "fixed" it.

View comment · Posted Feb 15, 2023 · Gregory Clapp

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