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Notification Trigger that Includes Number of Unsolved Tickets

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Jasper Gonzales

Publicado 10 feb 2023

When we send out an email notification to the user we'd like to include the number of unsolved tickets they have to create awareness and provide urgency. A sample verbiage would be:

While working on this ticket we noticed that you have (x) requests that are waiting for your reply. Please go to your My Messages to check on updates.

Any suggestions on how to achieve this? Thanks!

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    Dane

    Zendesk Engineering

    Hi Jasper,

    Unfortunately, this is not natively available for we don't have any placeholders that can work for your use case. I'm thinking that it can be achieved by utilizing the List Requests API in a webhook and associate it with your triggers. You will also need to leverage some custom script to parse the results and count the open tickets. However, this involves customization that is outside the normal scope of Zendesk.

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