Tiggers/Automation-based Notifications: Workaround for posting comment in ticket

5 Commentaires

  • Commentaire officiel
    Devan
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    This is an amazing tip! I'll be sure to share this with others in our next Weekly Digest!

  • Andrew J
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    Would it not be better to keep this all on the same ticket?  You should be able to use a http target to add a private note of the notification sent.  Would that help?

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  • Montana
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    Andrew J - I agree that it's ideal to keep it all on the same ticket, and this is a workaround for that specific limitation, choosing to instead give agents context and creating a new follow-up thread (associated with the original ticket) that contains the notification that was sent. I am not very familiar myself with using http targets and do not know if that would create a similar workaround while keeping it on the same ticket! If you try that, please report back! 

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  • Andrew J
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    Actually - it's easier with a URL target.  

    Admin (gear) > Extensions > Add Target > URL Target. Then use details as in image - substituting your URL and login.

    Full URL is https://yourURL.zendesk.com/api/v2/tickets/{{ticket.id}}.json?ticket[comment][public]=false

    Once done, just add an action to your automation (whatever is doing the message that you are needing to see).

    > Notify target , [your target as above], and the message you want your agents to see. something like 'Automatic message sent to user: "This is the message content" '

    You should no longer need to close the ticket to see the notification that was sent.

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  • Phil Williams
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    ^^ That's the method we use. Works a treat :)

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