Sunburst Support

I've been trying to use a Target to send ticket data to Zapier. Everything seems to be working okay because when I test the webhook trigger in Zapier, the data is coming through. However, in Zendesk, when I check the Targets page, it shows 0 successful sends. It also doesn't show any errors on the Target Failures page for that target.

I'm asking about this because Zapier isn't able to parse the data I'm sending, so I'm wondering if there is a formatting error. Is there a way for me to check the data being sent to the target? The fact that it says "0 successful sends" makes me wonder if I'm doing something wrong.

The target is a POST method, and the trigger I have is sending the following message:

{
    "name": "{{ticket.requester.name}}",
    "email": "{{ticket.requester.email}}",
    "code": "{{ticket.ticket_field_32449767}}",
    "title": "{{ticket.title}}",
    "district": "{{ticket.ticket_field_23788466}}",
    "message": "{{ticket.latest_public_comment_html}}"
}

Will the receiving webhook see that as JSON data?

Thanks for any insight.

Steve

Hi Dwight,

I'm considering adding this integration, as we're currently using Zapier to try and create our Zendesk tickets as cases in SF. But a lot of the people who submit support tickets will not have a corresponding contact already in SF, and they may not include enough information with the support ticket to 

I saw that your Tickets Sync option will create cases in SF for new and updated Zendesk tickets. Can we just use this feature and nothing else? Or will this only work if everything else in the integration is active too? I'm guessing we don't want any account/organization syncing or the list of Zendesk tickets on the SF accounts, etc.

If the person doesn't exist in SF, does it create a new contact for them? If so, how does it determine what account in SF to add the contact too? Does that need to be a field in Zendesk, such as the account name? Can it be a different field? (we use a unique account ID that we could use).

Lastly, there are some support tickets we don't want in SF, such as spam/different products or audiences. Are there ways to filter what tickets get synced over based on a field in Zendesk?

Currently Zapier works pretty well, as it allows for this filtering, but Zapier only runs when a ticket is first created, not when it is updated, which is causing a lot of them to be skipped because the necessary data isn't there when the ticket is first created, only after we update it.

Hope these questions made sense...thanks for any insight you can provide!

Steve

FYI - there is another feature request chain about this same request with additional +1's.

https://support.zendesk.com/hc/en-us/community/posts/4408860741658-Feature-Request-Change-the-Welcome-Email-Subject-Line

I'm trying to set up an automation with Zapier, and it checks a certain view for new tickets. Ideally I can create a view for "New" tickets, and a view for "Open" tickets, which is where the ticket goes after a customer responds to us, or reopens an old ticket....where we don't want the automation to trigger.

So I understand the inborn rules, but is there ANY way to set up a view for "New", so all brand new tickets go into that view first? Even if I had to create second user group or something? Then when we look at the tickets in the New view, we'll assign them to someone and respond, putting them in either Open or Pending.

Please let me know if there is any workaround for this.

Thanks,

Steve

I'd like to have a trigger run when a ticket is changed to Solved, and then 3 days later an automation runs to change the status to Closed, at which point I'd like another trigger to run.

What is the difference between do "Status IS Solved" versus "Status CHANGED TO Solved"?

Same question would apply to Closed. Why would I use "changed to" instead of "is", or vice versa?

Thanks!

I think it would be a great feature to be able to change the subject line (and content/format) of any email that Zendesk sends. Specifically, I'm referring to the welcome email that is sent when a user submits a support request that doesn't have an email in our system yet. It asks them to verify the ticket and then create an account. 

Right now, our subject is: Sunburst Support welcome email

I think "welcome email" for this is a poor description, plus it's not even capitalized properly. I think a better subject would be something like:

Sunburst Support - Please Confirm Your Support Request

Whatever the case may be, I think it's important that the company has control over all the communications a customer sees, otherwise they are not in control of the full customer experience.

Thanks!

Steve