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Tom Rees

Joined Dec 10, 2021

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Last activity Oct 06, 2022

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ACTIVITY OVERVIEW

Latest activity by Tom Rees

Tom Rees commented,

Community comment Feedback - Ticketing system (Support)

Grant Schuemann 

I found that for people struggling, uploading the company logo as a profile picture to their zendesk profile helped differentiate between end-user and agent messages.

View comment · Posted Oct 06, 2022 · Tom Rees

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Tom Rees commented,

CommentTeam members and groups

Rina might be worth setting up macros to assign them to the correct teams rather than letting the agent select the group. 

View comment · Posted Sep 01, 2022 · Tom Rees

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Tom Rees commented,

CommentTriggers and automations

Does anyone know of a way to get this working for a Whatsapp ticket that is on messaging to message the customer?

View comment · Posted May 25, 2022 · Tom Rees

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Tom Rees commented,

CommentTriggers and automations

Matt Taylor

You're welcome. Took me a while to get it to work too! 

View comment · Posted Mar 22, 2022 · Tom Rees

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Tom Rees commented,

CommentTriggers and automations

Matt Taylor

In the username don't put the actual token, but put the word token after the /. The password is where you paste the API token

View comment · Posted Mar 22, 2022 · Tom Rees

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Tom Rees commented,

CommentTriggers and automations

Matt Taylor

We use Okta and I have this working.

The username I use is in the following format email.address@example.com/token and then I use the API to get a token and use this as the password

View comment · Posted Mar 22, 2022 · Tom Rees

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Tom Rees commented,

CommentTeam members and groups

Hello,

If a ticket is closed, I assume that deleting a group won't affect this and should still be able to be reported on?

Best Wishes

View comment · Posted Feb 11, 2022 · Tom Rees

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Tom Rees commented,

CommentTriggers and automations

Thanks Lou.

It's saying '"error": "Couldn't authenticate you"' at the bottom. I've tried resetting the password and still have the same issue. I will try on my production instance when most agents have logged off and see if I get the same issues.

View comment · Posted Jan 10, 2022 · Tom Rees

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Tom Rees commented,

CommentTriggers and automations

Lou

If I test I get 'Error during transmission: HTTP client call failed', but still active without, it just doesn't run. Definitely only need the URL target and the trigger, nothing else in the background? Appreciate the help, such an annoying limitation! 

View comment · Posted Jan 10, 2022 · Tom Rees

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Tom Rees commented,

CommentTriggers and automations

Hi Lou

Thanks for replying.

Set up is with the following:
https://somedomain.zendesk.com/api/v2/tickets/{{ticket.id}}.json?ticket[comment][public]=false

It then feeds the following trigger:

 

View comment · Edited Jan 10, 2022 · Tom Rees

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