Vincent Brendel - SweetHawk

1. Community
2. Support Q&A
3. Anonymous Request Posted via the API

It looks like requester is misspelled (requestor in your code example).

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• Vincent Brendel - SweetHawk
• Created December 12, 2018 03:28
• 0 votes

1. Community
2. Feedback on Support
3. New Ticket Desktop Notification

Sonja, if the Notify app cost is an issue, please feel free to tell us about your requirements at support@sweethawk.co

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• Vincent Brendel - SweetHawk
• Created December 05, 2018 01:19
• 0 votes

1. Community
2. Support Q&A
3. Will a closed ticket re-open if the recipient replies at a later date?

Hi Kara, the new ticket will be a follow-up ticket which has a link to the closed ticket. Also all ticket fields are copied the new ticket.

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• Vincent Brendel - SweetHawk
• Created December 05, 2018 01:15
• 1 vote

1. Community
2. Support Q&A
3. Ways to Handle Suggestion Tickets

A common practise is to create a new custom field to track the reason for the ticket. An example from Carsales (Australian consumer tech company): "One benefit from the use of Zendesk was the intro...

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• Vincent Brendel - SweetHawk
• Created December 04, 2018 02:19
• 0 votes

1. Community
2. Feedback on Support
3. New Ticket Desktop Notification

Hi all, the Notify app has a private beta for chrome desktop notifications, preview below: If you'd like to try desktop notifications with the Notify app, please install the app (free trial) and co...

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• Vincent Brendel - SweetHawk
• Created November 22, 2018 05:39
• 0 votes

1. Community
2. Support Q&A
3. Responses to agent forwarding

Hi Jenny, you can modify your triggers to override this default emailing behaviour. Triggers and automations are the two only places where emails are generated from. I just thought I'd point you in...

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• Vincent Brendel - SweetHawk
• Created November 21, 2018 04:50
• 1 vote

1. Community
2. Support Q&A
3. Hide Ticket Fields on Agent Side

Your app idea works differently from the Hide Ticket Fields app in that you would need to obtain the value before knowing whether to hide it. It would be something like this for just one field: <sc...

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• Vincent Brendel - SweetHawk
• Created March 01, 2018 22:32
• 0 votes

1. Community
2. Support Q&A
3. Hide Ticket Fields on Agent Side

"we can see the fields that were shown in the form as well as all other (empty) fields from other forms" --> I think you should just remove the redundant fields from the tickets forms where you don...

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• Vincent Brendel - SweetHawk
• Created March 01, 2018 20:20
• 0 votes

1. Community
2. Support Q&A
3. Hide Ticket Fields on Agent Side

Cristobal, Zendesk has a feature called Ticket Forms for the purpose of creating different ticket types with distinct lists of ticket fields, available on the Enterprise plan. When on the Enterpris...

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• Vincent Brendel - SweetHawk
• Created February 28, 2018 19:48
• 0 votes

1. Community
2. Support Q&A
3. Hide Ticket Fields on Agent Side

We've recently released a free app that makes hiding ticket fields used for reporting or other internal purposes much easier: Hide Ticket Fields on the app marketplace.

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• Vincent Brendel - SweetHawk
• Created October 27, 2017 00:59
• 2 votes