Otto Lindqvist

Hi!

I found in https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#update-ticket that for handling tags I need to use additional_tags. However it does not seem to work when I'm just updating a single ticket but only when bulk updating tickets. How do I add a tag to single ticket via API? If I use tags, it will replace already existing tags which is not the result I want. If I use additional_tags in my PUT request {{testUrl}}/api/v2/tickets/883 it does nothing.

Br.

Otto

Thanks for the tips. This definately helped me forward. In order to get valid json array, I had to do a quick if statement inside the loop. 

Here's the code working for me if someone else is interested in the same topic.

"attachments":[
        {% for comment in ticket.comments limit:1 offset:0 %}
           {% for attachment in comment.attachments %}
        {% if forloop.last %}
           {
            "attachmentName":"{{attachment.filename}}",
               "attachmentURL":"{{attachment.url}}"
        }
        {% else %}
        {
            "attachmentName":"{{attachment.filename}}",
               "attachmentURL":"{{attachment.url}}"
        },
        {% endif %}
   {% endfor %}
    {% endfor %}
    ]

Something that did throw me off, was json editor in Zendesk is noting an error on the line where liquid statement starts but it can be ignored.

Hi Efthymis!

When you want to update custom fields on tickets via API, you need to have to have correct structure. Custom fields on the ticket JSON needs to be on an array like this:

{   
    "ticket": {     
        "comment": {            
            "body": "Body of the message",
            "public": true,
        },
        "custom_fields":[{
            "id": 123456789, //This is the field ID from Zendesk
            "value":"Content for the custom field."
            }]  
    }
}

Hi,

I'm integrating to our internal system and need attachments to be available too. I've been trying to work on with latest_comment placeholders but seems that if I have multiple attachment on tickets, data in theplaceholder comes like this:

Attachments:\n6245280-1.pdf - https://karkkainen1546515205.zendesk.com/attachments/token/np1tLW78shen2Mx1dFHDBLxuF/?name=6245280-1.pdf6245280-2.pdf - https://karkkainen1546515205.zendesk.com/attachments/token/4x2Ot7BwZfdYTAn1hvG4XehrE/?name=6245280-2.pdf

Seems that attachments are available only in latest_comment_html and latest_comment_formatted. So what I do now in integration layer, I pick up the string after Attachments: text and then parse it to substrings where there is separated attachment name and attachment URL but when there is multiple attachments, there is no characters between first URL and second attachment name. Is there any workaround that I could separate those and format it as Name? Originally I assumed that there's a linebreak \n but actually it is not there.

Br.
Otto

Thanks for the reply Ronald! 

What you quoted from the docs is excactly what I read and understood also. However I could not find documentation about that how to use those features, especially the latter.

But after commenting and continuying reading the docs I came to conclusion that webhooks wont work in my case anyways because of the custom header issue already discussed in this article earlier. So I'll need to find some integrator for this, I already tried Zapier but didnt get the results I was looking for.

I was investigating creating threads from new tickets to our other internal system. However this requires data to be in form-data format. Is this something that I can do in ¨Webhooks?

Also, can I pick up values from the response of internal system such as the ticket number of the internal system which is returned when submitting this call?

I need to post this type of request to the internal system and pick up the response below to ticket fields.

Thanks Eugene for the reply. I need to check browser settings then too, that's new information.

+1 from me too.

Thanks Daniel, this works great for me!

Hi,

Thanks for the response. I actually tried that already but it didnt work for me. 

I tried it first with data sorted by ticket ID, it worked good. This is result without filtering:

This is result after filtering:

So there it goes well. But when using median without filter it gives me 0

With Filter I'm expecting to see around 2 minutes and 23 seconds but what I see is just blanc white report