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Thomas Littler

Joined Jan 29, 2024

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Last activity Oct 24, 2024

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Latest activity by Thomas Littler

Thomas Littler commented,

CommentTicket customization

Amazing. Is there any news on if we can get custom coloured ticket statuses? I.e Create a ticket status under a system status category with optional colour selector.

View comment · Posted Oct 24, 2024 · Thomas Littler

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Thomas Littler created a post,

Post Discussion - Tips and best practices from the community

Hello community,

I stumbled on a feature request in the business I work with requiring followers to be assigned automatically when tagged in a dropdown field on a form. This would benefit the Customer Support team by reducing work needed to relay the ticket to the appropriate managers.

There is no feature for this natively or via community wiki and after speaking with Zendesk Support I spent time on my own working solution. Feel free to interpolate this or improve this.

Firstly, I had a form setup with the drop-down field I want containing all managers/VIP, the tag was the username part of the email, for example John Doe, and the tag being john.doe.

Create a PUT webhook, endpoint: /api/v2/tickets/{{ticket.id}}.json
Basic auth

Secondly subscribe it to a trigger, I used the following:

  • Meet all 
  • Ticket: Created
  • Ticket status: New

Notify webhook

{
"ticket": {
"followers": [{"user_email": "{{ticket.ticket_field_XXXXXXXXXX}}@domain.com", "action": "put"
}]
}
}

As above, I used my custom drop-down field and then appended the domain part of the email for the managers, which all are in the same domain.

The end result is when end-users submit tickets and selected the manager in the form, the manager is automatically assigned as a follower.



This only works if they are light agents to my knowledge.

Feel free to interpolate this solution and provide feedback if this helped.


Posted Jan 29, 2024 · Thomas Littler

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