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Santiago Gandolfo
Joined Nov 16, 2021
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Last activity Dec 20, 2022
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Latest activity by Santiago Gandolfo
Santiago Gandolfo commented,
- Visitor idle timeout - 10 minutes for messaging
Could this time be configurable or at leas be reduced to something more useful for messaging? (something like 1 second would be ideal, 10 seconds would be nice and 1 minute would be acceptable).
Cheers!
View comment · Posted Dec 20, 2022 · Santiago Gandolfo
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Santiago Gandolfo commented,
In our case we were faced with the same problem and just ended up sending the ticket.tags as a string to our backend and splitted it there. Is that a possibility for you?
If not, I just tried a workaroud based on something else we did with another field, and it’s working for me (It is not the most beautiful thing)
{% assign tags_array = ticket.tags | split: " " %} "ticket_tags": [ {% if tags_array.size > 0 %} {% for tag in tags_array %} {% if forloop.index < tags_array.size %} "{{tag}}", {% else %} "{{tag}}" {% endif %} {% endfor %} {% endif %} ]
{% if tags_array.size > 0 %}
is really needed, could you try it and tell us if it worked for you?View comment · Posted Nov 04, 2022 · Santiago Gandolfo
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Santiago Gandolfo commented,
Hi, Prakruti Hindia
Are there any updates?
View comment · Posted Sep 02, 2022 · Santiago Gandolfo
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Santiago Gandolfo commented,
Hi Prakruti Hindia, has the external_id fix been postponed?
Cheers!
View comment · Posted May 24, 2022 · Santiago Gandolfo
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Santiago Gandolfo commented,
Hi Travis!
We didn't find a fix, we were forced to add a complex workaround that consists in adding the process that we needed to run after the merge in a delay queue, so that we can dequeue it only after the delay time has passed.
If you found a better solution please tell me to check if it simplifies our code.
Cheers!
View comment · Posted Apr 18, 2022 · Santiago Gandolfo
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Santiago Gandolfo commented,
Hi Prakruti Hindia,
Has the new fix that you mentioned made it so that when the user sends a message from the widget and their external_id is set in the JWT, if there already existed a user with that same external_id then it wouldn't create a new one and instead asign that ticket to that "old" user?
Cheers,
Santiago
View comment · Posted Mar 31, 2022 · Santiago Gandolfo
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Santiago Gandolfo commented,
Hi Karun! Thank you for the list, it's exactly what I needed!
But is it outdated? Because while testing from the New Web Widget (Zendesk Messenger) I'm getting 'messaging' for the via, and I'm not seeing this on the list.
Cheers!
View comment · Posted Mar 26, 2022 · Santiago Gandolfo
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Santiago Gandolfo commented,
Hi, is there a list of the possible "ticket.via" values? Or a way to get them via API?
We are trying to use this field in order to know how to process the Ticket Audits API (because the way to get the user's messages from that API is slightly different between messages sent from Whatsapp and messages sent from the Zendesk Messenger Web Widget as an example).
We know that we can get them manually, but specially for channels that we can't replicate on our Staging environment it becomes cumbersome and prone to mistakes.
Cheers!
View comment · Posted Mar 25, 2022 · Santiago Gandolfo
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Santiago Gandolfo commented,
Hi Marine,
I understand how the Ticket is Updated trigger works, as I've been testing it for a couple of months now.
When a user sends an email, then a ticket is created and the Ticket is Created trigger is fired. When they reply to that email, everytime they do so, the Ticket is Updated trigger is fired. That's what we want.
But when the user instead sends the same message from the Zendesk Messenger, then logic goes out of the window. The ticket is not created when the user sends their first message, but when they fill their information in the widget and send it. That's not that bad. But when they send another message through the same chat, then the trigger is not fired. That's bad. If the support agent replies to those messages, then the trigger is not fired. If nobody does anything for 10 minutes, then the trigger is fired. If the support agent changes the ticket status, then the trigger is fired. If the support agent send a message when the ticket is on-hold or pending, then the trigger is fired. But when a user sends a message the ticket is on-hold or pending, the ticket automatically changes state to open and the triggeris not fired.
I would like for this speciffic trigger to work just like it does on Email, but I've been told that, because Zendesk Messenger uses the same backbone as Chat, then this isn't possible, because on Chat, a trigger is Updated when the session ends. Everything that happens during that session isn't considered a ticket Update, and it isn't possible to view the user's messages until the session is ended or timeouts.
That's why I'm asking about being able to change the timeout. Because I need to be able to get the first messages the user sent when they started the conversation in order to route the ticket, but if I have to wait at least 10 minutes for the ticket to timeout in order to get that first message, then we will start to make our users angry. So being able to reduce that timeout from 10 minutes to 1 minute, or 10 seconds would be a gamechanger.
Cheers,
Santiago
View comment · Posted Mar 10, 2022 · Santiago Gandolfo
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Santiago Gandolfo commented,
Hi Marine,
I know the Chat timeout shouldn't apply to Messaging, but nevertheless it is applying when trying to use Triggers. If I try to add a "Ticket is Updated" trigger, common sense would say that if a user sends messages through the New Web Widget (Zendesk Messenger) then the trigger would be automatically triggered. But because Messaging seems to be using Chat as a backbone, then the trigger is only fired after the "chat timeout" (which again, doesn't make sense for Messaging where that concept doesn't exist)
That's why I would like to be able to customizethe that specific timeout. Is it possible?
Cheers!
View comment · Posted Mar 09, 2022 · Santiago Gandolfo
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