Andreas Pfeiffer

I come back to me previous comment which was wrong and I'd like to correct it.

Actually, you can authentify your http target with a token. You have to set the following:

user: /token

password:

and then all works fine

 

 

Hi there,

As far as I have seen, the workaround via the target HTTP doesn't  work as long as your login system wide is SSO. On top of that, creating targets emails can be a nightmare depending the number of target that need to be created + the triggers. Of course you can create them on the fly via the APIs, but still, you may have hundreds of email targets + triggers to create and schedule a refresh of these so that the are aligned with your system at any time.

I am still looking for an "elegant" workaround, the HTTP target would have been one of those.

Hi Nicole,

The solution maybe in the  agent roles by giving or not the possibility to close tickets (like it is today for tickets deletions) while the closing at the latest automation should remain (nobody wants to do the cleaning...) - but not sure if after there is a back door via the api or even an automation/trigger.

But at some point, guarantee "frozen" data is a must. Closed status does well the job today.

 

Hi William,

Everything goes around the word "argue". On a court, the best is to close every dispute by a "yes" or "no" without any "but" ! Of course you can argue, the attorneys love this sport !

I am maybe excessive, but prevention is better than cure.

 

I would like to add a legal consideration on this feature (being able to change the close tickets).

Since a closed ticket cannot be changed, it can be considered as an archive. From a legal perspective, this is a valid data.

If there is a possibility to change the closed ticket, it would be considered as an historical data and not an archive. From a legal perspective, it is not a valid data.

So, if zendesk gives the possibility to update the closed tickets, there will be no ticket valid from a legal perspective.

Knowing this, I don't think it is a good idea to be able to change the closes tickets, unless zendesk add a new status called "Archived" and that the admin can bulk change the closed ticket to archived tickets

When reading the threat, I think there is a misunderstanding between what is "historical data" and "archived data"

Hi there,

There is a lot of workarounds regarding this light agent limitation. However the goal is to avoid making a gaz factory or avoid the typing errors.

The strength of zendesk is it's API offer. The way I choose to workaround the light agent limitation is the following :

-create a ticket text field named "2nd assignee"

-install the app "url builder"

-create a link that will open a webpage (somewhere in a server) and will hit the API PUT /api/v2/tickets/{id}.json and other API if needed.

app urlbuilder look like this :

form loaded after clicking "Start here !" for light agent that will call webservices (API) and update the ticket :

Of course, this form can have other fields. In this example, I am the requester and the light agent !

Hope this help

Andreas

+1

I think it would be nice being able to change/delete the tags on closed ticket for all reasons already given in this thread (old tags not relevant anymore, typing issues, etc...).

The only way I found out to make my own tags cloud with the relevant (or renamed tags) is to use the API and before printing my cloud, make all those different operations (delete/replace/etc..) within my script after calling /api/v2/tags.json

A bit a lot of work for some cases, but I don't see any other option today