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Jonathan Dahl
Joined Jan 26, 2022
·
Last activity Jan 23, 2025
Lead Systems Engineer, MongoDB
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Latest activity by Jonathan Dahl
Jonathan Dahl commented,
Hi Evans,
We encountered a similar requirement and opted to create a ZIS integration that copies the initial ticket description into a hidden multi-line custom field. Here’s how the bundle is set up. If you have any questions, don’t hesitate to DM me!
{
"name": "ZIS integration - Ticket descriptions",
"description": "Add the ticket description to a custom field for reporting",
"zis_template_version": "2019-10-14",
"resources":
{
"GetDescAction":
{
"type": "ZIS::Action::Http",
"properties":
{
"name": "GetDescAction",
"definition":
{
"method": "GET",
"path.$": "/api/v2/tickets/{{$.ticketId}}.json",
"connectionName": "zendesk",
"headers":
[
{
"key": "Content-Type",
"value": "application/json"
}
]
}
}
},
"AddDescAction":
{
"type": "ZIS::Action::Http",
"properties":
{
"name": "AddDescAction",
"definition":
{
"method": "PUT",
"path.$": "/api/v2/tickets/{{$.ticketId}}",
"connectionName": "zendesk",
"headers":
[
{
"key": "Content-Type",
"value": "application/json"
}
],
"requestBody":
{
"ticket":
{
"custom_fields":
[
{
"id": 34216058451731, // Add your custom field ID here
"value.$": "$.ticketDescription"
}
]
}
}
}
}
},
"AddDescFlow":
{
"type": "ZIS::Flow",
"properties":
{
"name": "AddDescFlow",
"definition":
{
"StartAt": "GetDetails",
"States":
{
"GetDetails":
{
"Type": "Action",
"ActionName": "zis:{{your-ZIS-integration-name}}:action:GetDescAction",
"Parameters":
{
"ticketId.$": "$.input.ticket_event.ticket.id"
},
"ResultPath": "$.input.ticket_details",
"Next": "FetchTicketDescription"
},
"FetchTicketDescription":
{
"Type": "Action",
"ActionName": "zis:common:transform:Jq",
"Parameters":
{
"expr": ".ticket.description",
"data.$": "$.input.ticket_details"
},
"ResultPath": "$.input.ticket_details",
"Next": "ZendeskTicketUpdate"
},
"ZendeskTicketUpdate":
{
"Type": "Action",
"ActionName": "zis:{{your-ZIS-integration-name}}:action:AddDescAction",
"Parameters":
{
"ticketId.$": "$.input.ticket_event.ticket.id",
"ticketDescription.$": "$.input.ticket_details"
},
"End": true
}
}
}
}
},
"AddDescJobSpec":
{
"type": "ZIS::JobSpec",
"properties":
{
"name": "AddDescJobSpec",
"event_source": "support",
"event_type": "ticket.TicketCreated",
"flow_name": "zis:{{your-ZIS-integration-name}}:flow:AddDescFlow"
}
}
}
}
View comment · Posted Nov 05, 2024 · Jonathan Dahl
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Jonathan Dahl commented,
I was told in a support ticket that this has been pushed to the first half of 2023.
View comment · Posted Aug 31, 2022 · Jonathan Dahl
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Jonathan Dahl commented,
+1 on adding Explore metrics for Side Conversations. We use them for tracking the overall lifecycle of a support case from an agent productivity standpoint.
View comment · Posted Feb 03, 2022 · Jonathan Dahl
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