Recent searches


No recent searches

Dean Kongslie's Avatar

Dean Kongslie

Joined Oct 16, 2021

·

Last activity May 10, 2022

Following

0

Follower

1

Total activity

23

Votes

5

Subscription

1

ACTIVITY OVERVIEW

Latest activity by Dean Kongslie

Dean Kongslie commented,

CommentBusiness rules

Riah Lao I am not positive as I haven't had to do this in Liquid yet, but in SQL for example you would add a 2nd quote. So your if statement would look like this: 

{% if ticket.brand.name == 'XYZ''s' %}

View comment · Posted Mar 30, 2022 · Dean Kongslie

0

Followers

0

Votes

0

Comments


Dean Kongslie commented,

CommentBusiness rules

William Grote

As part of your trigger actions you need to include "Notify Active Webhook". Then select the webhook you want to use (more on this later) and paste the JSON that will be sent through the webhook to update your ticket subject. Here is an example:

{"ticket":
{"subject": "This is the Subject | Field 1: ticket.ticket_field_1 | Field 2: ticket.ticket_field_2 | Field 3: ticket.ticket_field_3"
}
}

Replace the 1, 2 & 3 at the end of the ticket.ticket_field with the appropriate field id.

Here is a link to create webhooks. You will want to create a ticket PUT webhook for this feature: https://support.zendesk.com/hc/en-us/articles/4408839108378-Creating-webhooks-in-Admin-Center

View comment · Posted Feb 17, 2022 · Dean Kongslie

0

Followers

0

Votes

0

Comments


Dean Kongslie commented,

CommentBusiness rules

Brandon (729) excellent feedback so far. My question relates to schedules so I can use business hours in my automations.

Let's say I have 2+ schedules for my company, how do I know which schedule is being used by the automation to calculate business hours?

View comment · Posted Feb 03, 2022 · Dean Kongslie

0

Followers

0

Votes

0

Comments


Dean Kongslie commented,

Community comment Developer - Zendesk APIs

Sebastiaan (Sparkly ⭐) I figured it out. Since this JSON is getting fired from a ZD trigger I cannot know at the time of making the trigger if the data will be null or not. I was running into a problem on integer values specifically.

I naturally did not put quotes around the {{ticket.ticket_field_id}}, but this was causing a problem when null values would populate. When I put quotes around it, then it did work. So the example would look like:

"custom_fields": [
        {
          "id": 4415661978388,
        "value": "{{ticket.ticket_field_id}}"
        }
]

View comment · Posted Jan 27, 2022 · Dean Kongslie

0

Followers

0

Votes

0

Comments


Dean Kongslie created a post,

Post Developer - Zendesk APIs

I have a trigger set up that his this endpoint:

  • POST /api/v2/tickets

Part of the JSON that I pass through the webhook is custom field data and I run into an error "Failed: 422 Unprocessable Entity (WebDV)" when I try to pass through custom field data that has a null value.

How do I get around this? Let for example that this is my JSON which contains null values below. Please Note: The webhook works as expected when the custom fields are filled out prior to hitting the webhook.

{
  "ticket": {
    "comment": {
    "body": "This ticket was created to help!",
      "public": false
    },
    "custom_fields": [
        {
          "id": 4415661978388,
          "value": 401187672072
        },
        {
          "id": 4415682949268, 
          "value": 246214
        },
        {
          "id": 360041327151, 
          "value": 
        },
        {
          "id": 360041372052, 
          "value": ""
        },
        {
          "id": 360041372372, 
          "value": 
        },
        {
          "id": 4417038927636, 
          "value": ""
        }
      ],
     "assignee_id": 401187672072,
     "group_id": 360011083932,
  "subject": "Test Subject",
    "requester_id": 401187672072,
    "status": "pending", 
    "tags": [
    "reporter"
      ]
  }
}

Posted Jan 26, 2022 · Dean Kongslie

0

Followers

1

Vote

2

Comments


Dean Kongslie created a post,

Post Developer - Zendesk APIs

Hello,

I have a workflow set up where a user will create a new ticket, set a handful of fields and submit a ticket which triggers an endpoint to update the ticket and send a public message to the requester.

I want to use this so I can use liquid syntax to send a perfect email based on the ticket fields.

One of the handful of fields that a use will fill out is a 'Salesperson' field and then part of the trigger series I want to set the email_ccs to PUT the salesperson email so they are included on the email that goes out to the client.

I am running into a brick wall, however, because a new ticket needs a description (in this case an internal note) in order to be submitted. Thus when I use the set email_ccs API I am not able to actually update the CC because of the rule outlined in the link below, "Email CCs will not be updated if an internal note is also added to the ticket in the same update." 

https://developer.zendesk.com/documentation/ticketing/managing-tickets/creating-and-updating-tickets/#setting-email-ccs

How can I get around this rule? I really don't want to have our users submit the ticket once with an internal note and then have to submit again using a macro.

Posted Jan 18, 2022 · Dean Kongslie

0

Followers

0

Votes

0

Comments


Dean Kongslie commented,

Community comment Developer - Zendesk APIs

Thank you this is very helpful.

View comment · Posted Jan 14, 2022 · Dean Kongslie

0

Followers

0

Votes

0

Comments


Dean Kongslie created a post,

Post Developer - Zendesk APIs

I have a small workflow set up that allows a user to use a macro which creates a new ticket and sends a message to the requester on the new ticket using webhooks in triggers.

The problem I am running into is the author of the comment on the new message. Since I use 'Basic Authentication' it always says it the email was from the user who is associated with the webhook. How can I notify a webhook and have the author be the person who used the macro on the original ticket?

Thank you everyone!

Posted Jan 11, 2022 · Dean Kongslie

0

Followers

2

Votes

2

Comments


Dean Kongslie commented,

CommentBusiness rules

Austin Killey thank you very much. I had tried something similar, but I didn't realize I needed to do contains 1 or 0 since the JSON reads true or false.

I appreciate your help.

View comment · Posted Dec 15, 2021 · Dean Kongslie

0

Followers

0

Votes

0

Comments


Dean Kongslie commented,

CommentBusiness rules

Austin Killey I was actually able to figure this one out a moment ago. I realized that it was because I had page breaks to make for clean code. I needed to have the entire subject code on a single line so the JSON would push correctly.

I do have another question though. On a related trigger I have I am hitting the same webhook which is a PUT to the endpoint /api/v2/tickets/{{ticket.id}}.json and sending some liquid code through. The custom field is a checkbox and I want to evaluate if it is true or false. The issue is when I input {% if ticket.ticket_field_4412877472404 %} it always evaluates to true. Is there something with checkboxes I need to know about?

View comment · Edited Mar 30, 2022 · Dean Kongslie

0

Followers

0

Votes

0

Comments