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Ryan P.

Joined Nov 04, 2021

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Last activity Oct 01, 2024

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ACTIVITY OVERVIEW

Latest activity by Ryan P.

Ryan P. commented,

Community comment Developer - Zendesk APIs

Ahmed Zaid awesome, that's what I was looking for. Thanks for the info!

View comment · Posted Dec 13, 2022 · Ryan P.

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Ryan P. created a post,

Post Developer - Zendesk APIs

When the Zendesk servers reach out for Webhook connections, what is the source IP addresses for those Zendesk servers? I need to `allowlist` those through our firewall to our target server. Thanks!

Posted Dec 13, 2022 · Ryan P.

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Ryan P. created a post,

Post Feedback - Ticketing system (Support)

Feature Request Summary: 

When an Agent selects a View from the list, show the description associated with the View under the View name and above the Filter button (screenshot below).

Description/Use Cases: 

While you can add useful information to the description of a View, that would otherwise not fit in the name, it is not presented anywhere in the Agent Workspace. Rather, it only shows up on the View setup area of the Admin Center.

Business impact of limitation or missing feature:

No explanation of what tickets a View should be including for Agents, causing confusion.

Other necessary information or resources:

Posted Sep 16, 2022 · Ryan P.

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Ryan P. commented,

Community comment Feedback - Ticketing system (Support)

Support informed me that the "Add CC" action is a legacy thing that changed to "Add Follower" with the newer follower and CC experience (as explained in the original post that I didn't fully read 😣).

The move to "Add Follower" doesn't work for us because we need to add people who are not agents. Our use-case is for a new employee onboarding Form, where we need to (conditionally) bring in other departments (who do not use Zendesk as agents). Being able to "Add CC" from Triggers is our ideal solution, so they can be included in email notifications as needed.

Please reach out if you need further details. Thanks

View comment · Posted Jul 13, 2022 · Ryan P.

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Ryan P. commented,

Community comment Feedback - Ticketing system (Support)

I'm in the same situation as Luke Tyhurst, we have "Enable CCs" checked but the "Add CC" action is not available in our triggers. That functionality would be really helpful for a new workflow we are setting up.

View comment · Posted Jul 13, 2022 · Ryan P.

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Ryan P. commented,

Community comment Q&A - Tickets and email

Awesome, I'll be trying that out today. Thanks for confirming @...

View comment · Posted Jul 12, 2022 · Ryan P.

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Ryan P. created a post,

Post Q&A - Tickets and email

Basically I'm trying to mimic a condition for "Tags - Contains at least one of the following - 'foobar'" but as liquid markup. Is there a way for a liquid `{% if %}` to look at ticket tags for the presence of a specific tag? I'm not finding this specific answer in docs / other posts, but piecemealing various things I'm wondering if this is it;

{% if ticket.tags contains 'foobar' %}

 

Posted Jul 11, 2022 · Ryan P.

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Ryan P. commented,

Community comment Q&A - Tickets and email

Ahmed Zaid I actually posted over in the apps feature request thread and someone there thought it was the `recipient` field (I wasn't sure if it was that or the `via` field). Haven't confirmed that's the right field but I hope to test that sometime soon.

View comment · Posted Jun 27, 2022 · Ryan P.

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Ryan P. commented,

Community comment Feedback - Apps and integrations (Platform)

I'm wondering if anyone knows what Ticket API field this app uses to change the support address of a ticket? Instead of configuring this app, I'd like to setup a Trigger to change the support address upon ticket creation, which calls an API update for the ticket (following the SweetHawk example documentation).

View comment · Posted Jun 27, 2022 · Ryan P.

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Ryan P. commented,

Community comment Q&A - Tickets and email

Thanks again Ahmed Zaid, we might try that app but don't have a sandbox unfortunately.

I'm assuming this app uses the Zendesk API to make changes. Which leads me to wondering if I can just do this with an API call in a Trigger. Might have to do some investigating there...

View comment · Posted Jun 27, 2022 · Ryan P.

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