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Quinn Bernegger
Joined Sep 26, 2022
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Last activity Mar 15, 2024
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Latest activity by Quinn Bernegger
Quinn Bernegger commented,
The only other thing I can think of doing is to set up the automation with the "Notifications: Email User" option AND with a URL target that posts the same message in the ticket as an Internal Note. The Internal Note would still be from my account name/email, but I can live with that. The important thing is that the message that goes to the end-user comes from the assigned agent.
We just wanted to be able to see the automated message appear in the ticket itself, not just sent out as an automated reply that is not visible in the ticket thread.
View comment · Posted Nov 28, 2022 · Quinn Bernegger
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Quinn Bernegger commented,
Hey community,
I have been working on a Bump Bump Solve automation for our account. I have everything set up and working, except for one issue. I wanted the auto-response to post in the ticket as a public reply, not just an email to the end-user. This meant I couldn't just use the "Notifications: Email User" option—I had to create a custom URL target to post the message with an API. But that option requires Basic Authentication. I used the username/token method with my account email address. The automation and the target are working and posting the message as a public reply, but the message is addressed from my Zendesk account name/email, no matter who the ticket assignee is. Is there any way to get the auto-response message to post as a public reply, but from the name/address of the agent the ticket is currently assigned to? I've been looking at all the articles and resources about API authentication and even OAuth to try to figure this out, but I'm hitting a wall here.
View comment · Posted Nov 28, 2022 · Quinn Bernegger
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