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Rafa D.

Incorporación 16 oct 2021

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Última actividad 12 nov 2024

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Rafa D. hizo un comentario,

ComentarioWorkflow best practices and recipes

That triggers only work for chat, not for messaging. Since messaging tickets don't update through chat transcripts, the inactive trigger won't activate.

 

Ver comentario · Publicado 27 ago 2024 · Rafa D.

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Rafa D. hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

I have a solution for this situation, you can read the field value via Liquid markup in a webhook.

 

In my case, I want to create a new priority field with more options and starting with a number, in order to sort tickets with it.

 

I also want to change the priority based on the value of another custom field.

 

I created a webhook to the endpoint ‘https://orenes.zendesk.com/api/v2/tickets/{{ticket.id}}’ and used it in a trigger with the following JSON:

 

{
 "ticket": {
   "custom_fields": [
     {
       "id": 19356697887122,
       "value": 
       {% assign field_value = ticket.ticket_field_20703424763538 | times: 1 %}
       {% if field_value >= 1000 %}
         "priority_0_critical"
       {% elsif field_value >= 500 %}
         "priority_1_urgent"
       {% elsif field_value >= 200 %}
         "priority_2_high"
        {% elsif field_value < 1 %}
         "priority_4_low"
       {% else %}
         "priority_3_normal"
       {% endif %}
     }
   ]
 }
}

Here ‘ 19356697887122’ is the priority field and ‘20703424763538’ the numeric field.

 

The line ‘{% assign field_value = ticket.ticket_field_20703424763538 | times: 1 %}’ multiplies the field value by 1 to convert from string to number.

 

The Liquid markup then checks the value and returns the corresponding field tag.

You will need to adapt the code for each case. For changing the group, the code should look like this:

 

{
 "ticket": {
   {% assign field_value = ticket.ticket_field_20703424763538 | times: 1 %}
   {% if field_value > 500 %}
     "group_id": 112233
   {% else %}
     "group_id": 445566
   {% endif %}
 }
}

 

(Note: I haven't tested this last code snippet.)

Ver comentario · Editado 13 ago 2024 · Rafa D.

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Rafa D. hizo un comentario,

Comentario de la comunidad Q&A - Objects, workspaces, and rules

The ticket remains unassigned.

Ver comentario · Publicado 29 abr 2024 · Rafa D.

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Rafa D. hizo un comentario,

ComentarioUsing legacy AI agent functionality

Hi,

 

We give support to various websites, some of them share users registered with the same email.
 

Each one has a different widget but we noticed that all of them show all the history conversations, whetever the website, if the user email it's the same.

 

How can filter the conversations by brand?

Ver comentario · Publicado 04 abr 2024 · Rafa D.

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Rafa D. hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Hi Rene,

There is a Chrome extension, "Zendesk All tab Closer", that adds a button for close all tabs ;)

Ver comentario · Publicado 27 feb 2024 · Rafa D.

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Rafa D. hizo un comentario,

Comentario de la comunidad Q&A - Objects, workspaces, and rules

Hi!

There is the detailed solution. I just tested it, and it works fine.

  1. First create a text field and copy his ID.
  2. Create a webhook:
    PUT https://YOUR_SUBDOMAIN.zendesk.com/api/v2/tickets/{{ticket.id}}.json
  3. Then the first trigger, for get the ID of the assignee, the basic condition is
    Ticket Status category > Changed to > Solved
    and the action
    Notify by > Active webhook > your webhook
    with the JSON body
    { "ticket":{ "custom_fields":[{"id": THE_ID_OF_YOUR_FIELD, "value": "{{ticket.assignee.id}}"}] }
  4. Now the second trigger for the follow-up tickets. Conditions:
    Ticket Channel > Is > Closed ticket
    Ticket Status category > Is > New
    Action:
    Notify by > Active webhook > your webhook
    JSON body
    { "ticket": { "assignee_id": "{{ticket.ticket_field_THE_ID_OF_YOUR_FIELD}}" } }

I hope it works well, otherwise let me know.

Ver comentario · Publicado 21 nov 2023 · Rafa D.

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Rafa D. hizo un comentario,

Comentario de la comunidad Q&A - Objects, workspaces, and rules

Hi Andrea,

You might be able to do it with just two webhooks and triggers.

First, you need a new ticket field to save the assignee ID. Then, use a webhook for PUT /api/v2/tickets/{{ticket.id}}.json with the body: { "ticket": { "custom_fields": [{"id": YOUR_FIELD_ID, "value": "{{ticket.assignee_id}}"}] }}. A trigger should call this webhook when the ticket is resolved.

Now, create a new trigger for follow-up tickets which calls the webhook with a reverse action, transferring the value from the custom field back to the assignee_id.

Throughout the week, if I have time, I will develop it further for you.

Ver comentario · Publicado 20 nov 2023 · Rafa D.

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Rafa D. hizo un comentario,

Comentario de la comunidad Q&A - Chat, messaging, and widgets

Hi Glenn,

Could you please elaborate a bit more on how we can use the token for this?

I did some tests but they were unsuccessful.

Thanks!

Ver comentario · Publicado 14 jun 2023 · Rafa D.

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