Jason Brown

We would also like to control what custom statuses are based on form.We have several forms because different tickets may have different life cycles.

If we can control what custom statuses are available per form this would allow us to use this feature.

Today I noticed that the call to get ticket fields is returning incorrect information in an application.

Call:
client.get(['ticketFields:custom_field_{id}'])

For example, when I call

client.get('ticketFields:custom_field_24288776').then((r)=>{//do stuff}

r.ticketFields:custom_field_24288776.options and r.ticketFields:custom_field_24288776.optionValues are returning values for a different custom field (ID: 23214529) created to track issue impact.

I have also tried to pull all fields using client.get('ticketFields'), and all values across all fields are returning the values for that same custom field, including built-in, non-custom fields. In the picture below, you can see the options and values are not what they should be for these built in fields.

I want to avoid hard coding in the options into my application, because if fields ever change, I don't want to also have to update my app. Is anyone else having this issue?

Thank you Christine. We have examples of this not working so I have reached out to Support to look into this.

Can end-users who are added to CC and receive a notification add additional users to CC in the ticket? Or is only the requester allowed to add users to CC in a ticket?

When using the #{{ticket.id}} placeholder to generate a link in a email notification (for example, a ticket creation email notification), it appears that the link it always the end-user link. This causes these links to fail for our light agents/agents when they open a ticket. This link ends up redirecting them to the help center/guide home page.

Is there a way to make sure this user is the Agent interface link when the requester is an internal user?

Thanks

When we get an incoming email from a customer who has images in their signature and has also attached files, sometimes the number of attachments makes it so that users cannot see the attachments under the email. 

Users can still get to these attachments by clicking on another attachment and then clicking the right arrow, but if users do not know they are even there, they will not know to do this.

Is there an option to use smaller icons for attachments or to display attachments as a list under email comments?

I had the same question as Chris. I found that I could use the Update Many API endpoint and just pass a single ticket id. Placeholders are used in the Trigger JSON to set ticket ID.