Stephen Keogh

Any updates on this becoming an enhancement?

Hi Greg Katechis ,

So to confirm there is no search functionality available on the “api/v2/suspended_tickets/” endpoint? 

Meaning we cannot find a specific ticket suspended email from the API payload, even though it is listed in the body as ticket_id.

Thank you

Stephen

Hi,

Is there a way to search the suspended ticket API?
 

I am looking to automate recovery from a specific email and the API seems to be the only way to do this. 

Here is the scenario:

I log tickets in a separate support system that has no integration to Zendesk. I want to get any updates to those tickets logged on the related Zendesk ticket.

We have a CC field in the other system so the plan would be to add support+ID123@X.zendesk.com and then any emails should get sent to Zendesk and be logged on the tickets. The issue is any email sent directly to that email gets suspended.

So I would like to automate recovery from the other systems email.

Any ideas?

Thank you

Stephen
 

HI Dainne,

Thank you for the insight.

The process you have advised is at a more basic level than this article has already outlined.  

In the article using APIs we are able to limit the number of CSATs to a requester not just tickets so I was hoping there might be a more granular solution to limit it when multiple tickets are in the automation window but based on your comment this is likely not possible.

Thanks

Stephen

Hi,

Hoping some can offer some guidance on this process.

All works great and as expected, except if I solve 2 or more tickets within the same time period from the same requester 2 or more CSATs are sent. 

Any idea how to restrict this so it just gets sent to only 1 ticket?

Hi,

I created a new field on Org - csmlookup, a lookup field to user.

I am trying to update the field through the org API and it is not working.

Here is my payload and URL:

https://subdomain.zendesk.com/api/v2/organizations/{orgId}.json

Shawna James has this been given any priority?? Seems like a significant gap to not have automations without an associated ticket.

Our use case, we have statuses where a customer may be limited from entering tickets via our web portal and this is driven off tags on an organization. I.E. a subscription has expired.

To update the status of the customer we would need an automation to check if the renewal date has passed and change the status of a customer based on that. 

Benjamin Kirsch do we have an update  this feature?

I am looking to send a single notification to a CSM of an Organization if a case priority is set to urgent. 

I have a Org field that looks up to user to set the CSM.

I have tried:

1. using placeholders, whcich didnt seem to capture the email with this tag:  {{ticket.organization.custom_fields.csm_test_with_stephen.email}}

2. use triggers to set the CSM on a ticket and then a trigger to send a notification. The problem is this requires a rule per CSM to set the ticket value

Is there a simpler way to do this? I feel I am missing something here.

Thank you this worked great.

Based on how this executes it will remove all of the listed values from all dropdowns they appear in.

So if I have a priority field and an impact field both have a value of "low" available if I use this code "low" will be removed from both.

If there a simple way to target it for one field, priority, so that the "low" is only removed from priority but is available in impact?