¿Cómo puedo enviar respuestas automatizadas desde una dirección de soporte específica?

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Mike DR

Zendesk Customer Care

Editado 24 dic 2024

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      Emad Salam

      Hi, I tried the above method. Its not explained in detail though. It didn't work. Im probably missing more information as the post doesn't fully explain every field.
       


      I chose the trigger or automation connection. Whats the request format. Which username am I using? anything in the headers? A lot of info is missing from the post. I tried reaching out to customer support but they weren't able to provide much knowledge past linking this post.
       

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      Mike DR

      HeyA Hunter!

      If Basic authentication isn't working, I would highly suggest using oAuth for authentication since your team has SSO enabled.

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      Hunter Morrison

      Can this be done with SSO enabled for the org? We continue to get an authentication error here.

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      Mike DR

      Hi Kina!

      That can be done using the same steps for using a webhook and trigger. You'll need to use this json code instead:

       

      {
"ticket": {
"comment": {
"body": "Content",
"public": true
}
}
}

      You would then replace the “Content” with the acknowledgement message.

      Hope this helps!

       

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      Kina Smith

      Hi,

       

      I'd like to set up an automatic public reply for new tickets using our standard acknowledgement message. Ideally, this would leverage a macro for the message content.

      Is it possible to achieve this with JSON? If not, can the entire message be written directly in JSON?

       

      What are the steps to achieve this?  Webhook and a trigger?  If yes, what would the json look like?

       

      Kina

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