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James Peterson - Eastern Logic

Adhésion le 16 avr. 2021

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Dernière activité le 01 févr. 2025

At Eastern Logic we are always working to provide quality solutions to Zendesk customers. To learn more, please visit www.easternlogic.hk

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Dernière activité effectuée par James Peterson - Eastern Logic

James Peterson - Eastern Logic a ajouté un commentaire,

Commentaire de la communauté Feedback - Help Center (Guide)

Andrew English - I'm curious, were you able to find a solution for the other problem you mentioned, specifically that a user must still select a form even if only one is available?  This might be solvable with some custom code as well.

Afficher le commentaire · Publication le 01 févr. 2025 · James Peterson - Eastern Logic

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James Peterson - Eastern Logic a ajouté un commentaire,

Commentaire de la communauté Feedback - Developer Platform

That's great!  Not always ideal, but it's nice that we can use JS for some of the different cases not supported by Zendesk natively.

Afficher le commentaire · Publication le 30 janv. 2025 · James Peterson - Eastern Logic

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James Peterson - Eastern Logic a ajouté un commentaire,

Commentaire de la communauté Developer - Zendesk APIs

Hi Nitanai-san,

I'm not sure if this is the issue, but as the error suggests that article is missing, it could be that the payload is not formatted correctly.  Have you tried submitting the same request via cURL as shown in the developer documentation here?

Afficher le commentaire · Publication le 30 janv. 2025 · James Peterson - Eastern Logic

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James Peterson - Eastern Logic a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Hi Vitalii Petrus ,

I just wanted to clarify, is the issue with the organization webhooks that it runs for all organization fields, and you only want it to trigger when one specific field changes?  I believe there may be a way to make this work, but it would require using Zendesk Integration Services (ZIS) which is more complex to set up.  The ZIS can receive the webhook notification and then filter to only take further action on one specific field.  Alternatively, you could use other third-party tools, such as Pipedream in order to receive the event and take action only if the field type matches.

Afficher le commentaire · Publication le 27 janv. 2025 · James Peterson - Eastern Logic

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James Peterson - Eastern Logic a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

We've recently added a new help centre article here explaining how to use a trigger and webhook workflow to be able to set the requester organization via trigger.   Hope it can help some folks, feedback is welcome.

Cheers ~

Afficher le commentaire · Publication le 27 janv. 2025 · James Peterson - Eastern Logic

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James Peterson - Eastern Logic a ajouté un commentaire,

Commentaire de la communauté Q&A - Tickets and email

Hi Emily Angel ,

This is an interesting use case.  I can think of a few possible solutions, but I'm curious to know more about how exactly you use the organizations.   Do you use it in reporting, in business rules, or do you have the account managers accessing the ZD Help Centre and viewing all tickets for their organization?  Perhaps something else entirely?  Because of the different features associated with organizations in Zendesk, there may be many different solutions or workarounds.

Cheers ~

Afficher le commentaire · Publication le 27 janv. 2025 · James Peterson - Eastern Logic

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James Peterson - Eastern Logic a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Hi all,

I see this is a pretty hotly requested feature in Zendesk for many years already.  I understand the request here, but I thought I might be able to help out with a workaround.  By leveraging Zendesk business rules and webhooks, it can be possible to make a workflow that allows for bulk updating ticket requester or to do so via automation.  Please feel free to take a look at the Walkthroughs that are published on our Help Centre.  We hope they can be helpful for some folks, and are open to any feedback you may have.

Change Ticket Requester via Automation - here

Bulk Edit Ticket Requester - here

Cheers ~

 

Afficher le commentaire · Publication le 26 janv. 2025 · James Peterson - Eastern Logic

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James Peterson - Eastern Logic a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

This is an interesting request, and it seems there's a few different use cases.  I'm curious how it works in more detail.  Is anyone able to share more details about their use case in particular?

Afficher le commentaire · Publication le 25 janv. 2025 · James Peterson - Eastern Logic

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James Peterson - Eastern Logic a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Hi John Winters ,

I know that this post was created quite some time ago and that you were looking for Zendesk to add this action into the triggers, but I wanted to respond here with a fairly simple workaround.  By using Zendesk webhooks, you can create a workflow that does allow you to change the organization via trigger.  It is a pretty common use case, to use webhooks to extend Zendesk workflows.  In order to help you and others that may come across this post, I have written up a step-by-step guide for configuring this type of webhook.  You can view it here on our Help Centre.  Hope it helps!

Afficher le commentaire · Publication le 25 janv. 2025 · James Peterson - Eastern Logic

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James Peterson - Eastern Logic a ajouté un commentaire,

CommentaireUsing content publishing flows

+1 our client is looking to build a more comprehensive integration with ZD Help Centre and needs to manage the entire lifecycle, but have no good way to interact with archive or deleted events.

Afficher le commentaire · Publication le 24 janv. 2025 · James Peterson - Eastern Logic

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