Hawk Swearingen

Hi Dane Corley ! Is there any plan to make it available to create custom “New” statuses?

Adding a +1 to this as it is a feature that our team would like to see.

Hi Dane Corley! Just wanted to check in on this and see if the bug has been fixed.

Hi Dane,

Here's what we're running into. 

I've added a new status named “Waiting for Fix”. To my first point above (which you answered, and that makes sense, so thank you), it gets added to all forms. When I go into edit the form status for an individual form, the box is unchecked for “Waiting for Fix”, which would make me think that it's not active. If I check the box, nothing else happens when I save either, it stays on the form. 

I've tried to check it, save, go back in and un-check it, and that doesn't seem to work either. It just seems to constantly be on the form. I'm happy to jump on a call and demonstrate if need be!

Hi Team!

When we first looked at implementing the form statuses, we noticed a couple things:

1) When you add a new custom status to your Zendesk instance, it automatically adds it to every form you have. This (at least for us, a team with over 30 forms) makes it difficult to have to go into every single form and delete it. 

2) After adding a new custom status, there seems to be a bug in which you can't remove it from the forms in the Form Ticket Statuses edit screen. Whenever the status is added, we see that it is unchecked when editing a form, and it stays put even after saving. 

If there is something we are missing here, please let me know!

I'm not sure that mentions work within JSON payloads to Slack. I vaguely remember trying it a while back and it not working, but that could have changed recently! Please let me know if you get it to work because this would be fantastic!

For those that are wondering if you can bulk update Checkbox org fields, it's just a True/False value. You'll use the same header style as "organization_fields."

True = Checked
False = Unchecked

@Zendesk, this should likely be mentioned in the documentation somewhere

We just ran into a case in which we want to send periodic updates to the incident tickets straight from the problem ticket, but this isn't available as comments on the problem ticket are only pushed to incident tickets when solving problem tickets. 

Will there be any functionality in the future which allows for periodic updates on problem tickets to be pushed to incident tickets?

Feature Request Summary: 

Zendesk should allow side conversations that are being created in a ticket to stay in their edit state when navigating to another ticket within Zendesk.

Description/Use Cases: 

When an agent goes to create a side conversation on Ticket X, but realizes they need some information from another ticket, which we will label Ticket Y, once they navigate to Ticket Y in the middle of creating the side conversation, the side conversation completely disappears and all contents are now lost on Ticket X. Sure, you can use the workaround of creating a new browser tab to avoid losing any content, but that doesn't get rid of the fact that you can either fat finger something, or make an accidental click that would take you away from the ticket that you are working on the side conversation on, and therefore losing all work. 

Business impact of limitation or missing feature:

One of our main workflows in our organization relies on side conversations, and we have had many people reach out to us about this issue. There is a way around it currently, but still doesn't completely avoid human error. 

Whitney Whitmoore Here's an example of how we have set one of our notifiers up:

 {   
 "attachments": [
        {
            "fallback": "<View Ticket - {{ticket.link}}>",
            "title": "Ticket #{{ticket.id}}: {{ticket.title}}",
            "title_link": "{{ticket.link}}",
            "color": "good",
            "text": "Organization: {{ticket.organization.name}}\nForm Type: {{ticket.ticket_form}}\nDue Date: {{ticket.ticket_field_360011632491}}"
        }
    ]
}

With that, this is what we get (I've redacted confidential information): 

There are MILLIONS of ways that the JSON can be set up. A more simple example would be: 

{
"text": "New Large Project Ticket Submitted {{ticket.url}}"
}

That JSON returns something like this: 

I'm no JSON coding expert, so my knowledge is very limited to information I have Googled, but there are plenty of resources out there to help build out something similar to this. Hope this helps!