Nice little macro to collect requester system details via supportdetails.com

37 コメント

  • Jennifer Rowe
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    Hi Jack,

    Thanks for the great tip! Our support team loved it and plans to use it! :)Thanks for sharing.

    Jennifer

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  • Arnaud de Theux
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    This. Is. Awesome! Thanks.

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  • Bradlee
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    Great tip, thanks! Just put it in our Zendesk :-)

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  • Jack Bremer
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    ZD's improvement on this was going to be my next step, thanks so much for tweaking it like that!

    I'm now trying to think of other cool services that we could integrate with macros in a similar way :)

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  • Jennifer Rowe
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    Great! Be sure to keep us posted, Jack!

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  • Samuel Fewster
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    Love this.

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  • Spike
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    PERFECT!  Love this... I've already set it up for our staff to start using.  Thanks!

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  • Sean Morrissey
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    Thank you, this is a very nice find/

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  • David Barnett
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    This is excellent - thanks again!

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  • Andrea Saez
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    This is very neat. We actually use a similar thing via the API and collect the user's info from within our app - so it populates our fields in zendesk.

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  • Shane Davey
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    I've been trying to set this up but in testing the emails from supportdetails.com are going to suspended tickets (with the reason as "Permission denied due to unauthenticated email update") - Is there any further setup needed / am I missing something obvious?

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  • Jane Scott
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    This is such a brilliant idea and we'd love to use it, but we're experiencing exactly the same issue as Shane Davey :/ Does anyone know a way around this?

    Emails sent to support+idXXXXX@yourdomain.zendesk.com just land straight into Zendesk's Suspended queue, with the reason given as "Permission denied due to unauthenticated email update".

    More info: We did some experimenting and found that if we manually replace the normal ticket ID with the external ticket ID in the Recipient email address, it works just fine and the Zendesk ticket gets updated. However it seems we can't put the external ID in a macro, as it always thinks the external ID placeholder value is blank (even when the external ID definitely exists - we can see it in other fields on the same ticket).

    So in short, the internal ID (e.g. support+id12345@yourdomain.zendesk.com) fails, and the external ID (e.g. support+idABCD-1A1A@yourdomain.zendesk.com) works. But in the macro, when we try to replace the internal ID with the external ID, as follows - 

    recipient=support%2bid{{ticket.id}}%40yourdomain.zendesk.com

    to

    recipient=support%2bid{{ticket.external_id}}%40yourdomain.zendesk.com

     

    Does anyone else have the same issue? Or able to shed any light on how to get around this? 

    And kudos to Jack Bremer for such a great tip! :)

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  • Joseph McCarron
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    Shane and Jane,
    Thanks for bringing this up, and thanks for your in-depth investigation Jane. Out of curiosity: are the users whose email addresses you're using Agents or End-users?

    Either way, you were extremely close on your attempted solution of using {{ticket.external_id}}.

    The problem is that {{ticket.external_id}} is actually not what you think it is, unfortunately. That one is for when tickets are imported from another system into Zendesk and had a different ID number in the external system, so tickets originating in Zendesk don't actually have an external_id.

    Fortunately, however, we recently implemented a handy placeholder that DOES do what you're looking for: {{ticket.encoded_id}}. Pop that in the URL and your solution should be flawless.

    Please let us know here if that solves your problem and we'll update the example in the article, and thanks again for your investigation and for sharing it here.

    Joseph McCarron | Solution Architect

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  • Shane Davey
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    Thanks for the update Joe - that has addressed the issue for me so I'll now be deploying the Macro to our other agents. Per your advice I updated the link in the Macro to the format:

    http://supportdetails.com/?sender_name={{ticket.requester.name| replace: " ", "%20" }}&sender={{ticket.requester.email | replace: "@", "%40" }}&recipient=support%2bid{{ticket.encoded_id}}%40yourdomain.zendesk.com

    And it works great!

    Thanks again,

    Shane

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  • Jane Scott
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    Joe, thanks so much for this info! It now works perfectly using encoded_id. We couldn't see that on the list of macro placeholders, so we missed it the first time around.

    In answer to your question, we had tried it with both agent email addresses and end-user addresses as the sender in our initial testing (using the normal ticket ID), but it was the same result for both - they landed straight into the suspended queue.

    On another note - just as a quick heads up for other people trying this, as we found it out the hard way: If you're trying to use your company domain support email instead of your zendesk subdomain's, passing the ticket ID inline will NOT work, as the id gets stripped out of the address on the way. Only the full @yourdomain.zendesk.com email address will allow ticket IDs to be passed inline.

    E.g. instead of using support%2bid{{ticket.encoded_id}}%40yourdomain.com you'll need to use the full support%2bid{{ticket.encoded_id}}%40yourdomain.zendesk.com in your macro URL. (Only a small thing, but it had us scratching our heads for a while!)

    Now all working perfectly, Thanks again to Jack for coming up with the idea and Joe for explaining how to get around the id issue :)

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  • Jane Scott
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    Screenshot of our final macro - working really well :)

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  • Joseph McCarron
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    Looks excellent Jane! Thank you for all your work getting this one across the goal line, and sharing so thoroughly. I should've mentioned that the encoded ID placeholder isn't documented, so of course you couldn't have found it on your own. We actually just set it up a couple weeks ago to help with some tricky custom email integrations, I'll see if we can get it documented soon for wider use.

    Thanks again for the original idea and post Jack!

    Way to go team Zendesk Community!

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  • Tom
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    Great Macro! Thanks for the share ! Just a word of warning to anyone using this at the moment, Supportdetails.com is showing IE11 as Mozilla 11 at the moment! This confused us for a while while troubleshooting a problem on our site.

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  • Jennifer Rowe
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    Oh, good to know. Thanks for the heads up Tom!

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  • Sylvain Petit
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    Love it!

    J'adore !

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  • Katarzyna Jaska
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    Recently I noticed that info@supportdetails.com is copying itself on the ticket when a client submits the info. Does anyone know how to work around that?

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  • Trisha Patel
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    Hi Katarzyna, I'm going to follow up via ticket :) 

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  • Tom Hardiman
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    Hi, great macro! although i cant seem to get it to work for some reason i have copied the guide exact. it doesnt seem to execute.

     

    thanks tom 

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  • Laura Desmond-Black
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    Tom, 

    I'd double check the macro, it looks like some of the special characters in the line that you copied form this article were converted from HTML instead of staying (mostly the "&"s). Once it matches give it another shot and let us know how it goes. 

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  • Tom Hardiman
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    Hi Laura, this is what i have entered, is this correct? i am very new to zendesk so have probably made a silly mistake!

    Thanks Tom

    http://supportdetails.com/?sender_name={{ticket.requester.name| replace: " ", "%20" }}&sender={{ticket.requester.email | replace: "@", "%40" }}&recipient=support%2bid{{ticket..encoded_id}}%40point2educate.zendesk.com

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  • Laura Desmond-Black
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    Hi Tom, 

    No problem, that's what we're here for :)

    In fact, this was my mistake, I read to quickly and didn't think this through. Due to some updates in the way we handle incoming emails that came out earlier this year, using the {{ticket.id}} placeholder in the link to update an existing ticket no longer works. End-users can't use this option any more. If you're really curious this article describes those changes in more detail. 

    Given this fact I'd look at one of these two options:

    • go back to the simpler link that creates a new ticket and then merge it when it comes in. 
    • include a short gif in the macro using Markdown that shows your users how to go to www.supportdetails.com and send the details back to you.

    I know neither of those are quite as simple as the initial workflow but the reasons for changing email behavior were important to make and resolved some issues that had bothered users for a long time.

    Sorry for the confusion and let me know if you need more help! 

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  • Eli Webster
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    I know this topic has been dead for a while, but I figured I would jump in to give an update. Here is the macro I used. It's actually pretty cool because it will send the support details to the ticketing system as a private comment instead of a public comment. And to the person who said that supportdetails.com is CC'ing themselves on the e-mail, just add info@supportdetails.com to the CC Blacklist in the account settings and it won't come through. Here is the script:

     

    http://supportdetails.com/?sender_name={{ticket.requester.name| replace: " ", "%20" }}%20%7B%7Bpublic%3Afalse%7D%7D&sender={{current_user.email | replace: "@", "%40" }}&recipient=support%2bid{{ticket.encoded_id}}%40YOURDOMAIN.zendesk.com

     

    Basically what it does is change the "sender" to the agents e-mail, and adds {{public:false}} to the "name", so when the e-mail comes in it adds that code to the subject, which makes it a private comment since it is coming in from an agent.

     EDIT: In case you didn't realize, in the code box above you need to scroll. Here's the full code:

    http://supportdetails.com/?sender_name={{ticket.requester.name| replace: " ", "%20" }}%20%7B%7Bpublic%3Afalse%7D%7D&sender={{current_user.email | replace: "@", "%40" }}&recipient=support%2bid{{ticket.encoded_id}}%40YOURDOMAIN.zendesk.com

    Enjoy!

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  • Jennifer Rowe
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    That's awesome, Eli! Thanks for sharing your version.

    Even though this is an old post, it's still very popular and gets lots of views. So I'm sure users will appreciate seeing your script as well!

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  • Todd Whitmore
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    Is there a way to make this insert email domain for the brand that the ticket is related to?

    eg. if you use this macro on brand 1 the domain is 1.zendesk.com
    and if you use brand 2 the domain is 2.zendesk.com

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  • Eli Webster
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    I'll be honest...I love a good challenge. Although this took me about an hour to figure out, I'm happy to say I was able to get it to work. I highly recommend that you test this prior to using. It worked for me, but it may not work for you. And what's cool is that even people with only one subdomain (brand) can use this code so they don't need to customize my code above.

    Here goes:

    http://supportdetails.com/?sender_name={{ticket.requester.name| replace: " ", "%20" }}%20%7B%7Bpublic%3Afalse%7D%7D&sender={{current_user.email | replace: "@", "%40" }}&recipient=support%2bid{{ticket.encoded_id}}%40{% assign a = ticket.link | split: "/" %}{{a[2]}}

    EDIT: In case you didn't notice, in the code box above you need to scroll. Here's the full code:

    http://supportdetails.com/?sender_name={{ticket.requester.name| replace: " ", "%20" }}%20%7B%7Bpublic%3Afalse%7D%7D&sender={{current_user.email | replace: "@", "%40" }}&recipient=support%2bid{{ticket.encoded_id}}%40{% assign a = ticket.link | split: "/" %}{{a[2]}}

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