Fabio

Hi, Is there a plan to add Lookup relationship fields to Explore as well? 

Hi Ash,

what does the first line do? 

{% for comment in ticket.public_comments offset:0 limit:1 %}

I'm curious if this 'offset' and 'limit' stuff only checks the latest comment? But I have no idea how it works. ;-) 

I'm asking because let's say I want to see if there's a way to check if there is more than one attachment in the whole ticket conversation. I assume I would need to adjust the line mentioned above and also include some kind of counter instead of this '> 0 %' thing in line 2? 

Hi @...,

okay I think I misunderstood. Because my action is to set it the Ticket status back to "open" and I'm looking at these open Tickets anyway. That's how we avoid this email notification.

But I understand that you want to receive a notification immediately to act on it. 

It has to be a Support Mail in Zendesk for this to work of course. 

Hi,

are there any plans to add this functionality to the system?

Our use case:

When contacting an external logistics partner through a side conversation and waiting for a reply from them, we set the ticket to 'on-hold'. 
If they haven't replied after 24 hours, we want to send them an automated notification like "respond to us please". 

This is similar to other automated notifications we send to the requester of a ticket after some time has passed like "we still haven't heard from you" or "we'll get back to you soon". 

Thanks!

I'd like to show the phone number of the requester as an attribute in my queries. 

I'm currently able to use the name, email and so on, but for some reason not the phone number.

If you don't want to select this manually, you can also set this Mail via an external HTTP Target right at Ticket creation.

{
  "ticket": {
    "recipient": "mail@mail.mail"
  }
}

Hi Simon,

I just searched the Zendesk Helpcenter on how to use Liquid Markup to calculate numeric values or use it in JSONs and didn't find anything. Could you help me out how this should look like? 

Unfortunately not for me:

There's an option to do that in your profile. 

But for me that's not sufficient. Zendesk is focused on Views and that's where the Agents manage all of their Tickets. So that's where I would expect to also see the Tickets I'm following.