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Rafael Santos

Joined Mar 10, 2022

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Last activity Nov 18, 2024

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CRM Manager, Customer Service, at Uphold Inc

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ACTIVITY OVERVIEW

Latest activity by Rafael Santos

Rafael Santos commented,

Community comment Developer - Zendesk APIs

Jhanel Ayson Using the Search API

GET /api/v2/search.json?filter[type]=ticket&query=custom_status_id:30708872699803

Important: The query strings in (…) must be URL encoded before use.

API Reference > Ticketing > Search

Documentation > Searching with the Zendesk API

View comment · Posted Nov 18, 2024 · Rafael Santos

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Rafael Santos commented,

Community comment Developer - Zendesk APIs

Zerviz Mejora continua The ticket attachment flow via API is described in this Developer documentation page:

 

View comment · Posted Nov 12, 2024 · Rafael Santos

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Rafael Santos commented,

CommentFormatting and customizing your email

The “New Look and feel for triggers” HTML Editor completely breaks mixing HTML with Liquid tags, as it wraps everything in paragraphs.

Please review ASAP. I've opened ticket #13088165

View comment · Posted Nov 08, 2024 · Rafael Santos

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Rafael Santos commented,

Community comment Developer - Zendesk APIs

Hey Ankita,

The Search API has a limitation, noted on its API Reference page: Zendesk API Reference - Search:

Note: It can take up to a few minutes for new tickets, users, and other resources to be indexed for search. If new resources don't appear in your search results, wait a few minutes and try again.

Hence searching for the record right after creating the ticket will sometimes lead to an empty result, as it may not be indexed yet.

You can, however, obtain the created ticket's requester_id to get the respective user from the Show User endpoint.

My recommendation would actually be something different:

  • First Creating or Updating the user with all their relevant properties and user fields updated.
  • Then Creating the Ticket with their id on the requester_id and submitter_id properties, ensuring that any user tags are be inherited by the ticket on creation, assuming you have that setting enabled.

View comment · Posted May 20, 2024 · Rafael Santos

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Rafael Santos commented,

Community comment Developer - Zendesk APIs

Hey Alisa,

That exactly already exists: Ticket save hook events

You can have a Zendesk Support app intercepting agent comments, have its content be sent to a backend app of yours and set to a waiting state, in which you can either periodically poll for a result, or wait for a notification, have the BE app validate language or whatever else you define, then finally submit the comment, submit the updated comment, or do nothing.

View comment · Posted May 20, 2024 · Rafael Santos

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Rafael Santos commented,

CommentBusiness rules

Andy F. , I'd use the PUT /api/v2/tickets/{ticket_id}/tags endpoint instead of PUT /api/v2/tickets/update_many, as the latter creates a background job, which may be rate limited to 30 concurrent jobs for the entire instance.

You could use the Add Tags endpoint, as mentioned above, with a payload such as the following:

{
{%- assign randomizer = ticket.id | modulo: 2 -%}
{%- case randomizer -%}
	{%- when 0 -%}
		{%- assign randomTag = 'control' -%}
	{%- when 1 -%}
		{%- assign randomTag = 'experiment' -%}
{%- endcase -%}
	"tags": ["{{ randomTag }}"]
}

As for your other question:

How would I use liquid markup in this JSON response to tell it not to fire if a ticket already has the control or experiment tag?

The following trigger conditions could help you exclude this from firing on follow-up tickets with the tags:

  • Ticket Is Created
  • Channel Is not Closed ticket
  • Tags Contains non of the following: [ control, experiment ]

Of course, it'll depend on your specific use case. You could also try iterating over the {{ticket.tags}} placeholder and use Liquid's contains.

View comment · Posted Apr 24, 2024 · Rafael Santos

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Rafael Santos commented,

Community commentZendesk Support Beta - Modernized Conversational Experience

Apologies, but I really believe you haven't, though.

I mean enabling for the entire account, not for individual agents. We want to control when it happens instead of having the update drop randomly during the day.

View comment · Posted Mar 26, 2024 · Rafael Santos

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Rafael Santos commented,

Community commentZendesk Support Beta - Modernized Conversational Experience

Amisha Sharma, we understand it'll be enabled for the entire instance.

I'm just wary of such agent-impacting changes, such as the Redaction Suggestions EAP, which was enabled without notice while having a bug that impacted the agents' experience.

If enabling the feature could have a system-wide setting on Admin Center > Agent Tools > Agent Workspace, we'd be able to test in Sandbox, capture all relevant screenshots and screen recordings for our internal documentation, let the teams know of the change with some time in advance, then happily enable it, too.

View comment · Posted Mar 26, 2024 · Rafael Santos

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Rafael Santos commented,

Community commentZendesk Support Beta - Modernized Conversational Experience

Hey Amisha Sharma,

If signing-up, could it be made available with config disabled by default, so that we can control its status and respective change management internally?

Otherwise it could lead to disruption for any colleagues using the impacted instances.

View comment · Posted Mar 25, 2024 · Rafael Santos

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Rafael Santos commented,

CommentRouting

Hey team, could you please update the API Reference documentation to include Queues?

I guess it could be on Omnichannel, Ticketing, or Betas and EAPs.

FYI Jacquelyn Brewer, Barry Neary

List queues:

GET /api/v2/queues

Create queue:

POST /api/v2/queues

List queue definitions:

GET /api/v2/queues/definitions

Show queue:

GET /api/v2/queues/:queue_id

Update queue:

PUT /api/v2/queues/:queue_id

Delete queue:

DELETE /api/v2/queues/:queue_id

View comment · Posted Mar 22, 2024 · Rafael Santos

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