Sloan

Thanks, Shawna! We have several triggers and a few automations running on our tickets at any given time. Our devs have also set up a few webhooks that fire on most tickets. We would like to better understand how triggers and webhooks could be less likely to collide. Do you have any suggestions for articles I could pass along to my devs on this topic (besides this one we have seen), or do you have any other suggestions for us? 

One thing we are not doing yet is “locking the ticket” during our webhooks.  Is that something we should try?  Here’s the info we found on that:  Zendesk API supports Optimistic Locking via the updated_at field. When updating a ticket, you should include the updated_at timestamp from the last retrieved version of the ticket. If the ticket has been modified since you last fetched it, Zendesk will reject the update with an error.

Thanks in advance for any help or suggestions!

 

Since adding Language intent, we have noticed an increase in errors on tickets where an agent will fill in custom fields and hit save and receive an error message, which seems to be the result of a collision with when the system is setting the language intent on a ticket.  The result is that all of the fields the agent has filled in go blank and the agent has to go back and fill them all in again.

Hi there, When using the prechatForm and the offlineForm, we were able to add a custom "greeting" that would show up above the form. We have switched to using the contactForm and I can't seem to add a greeting. Here is what we are using. Any tips? Thanks!

contactForm: {
        greeting: {
            '*': "A Customer Service Agent is not available at this time. Please leave a message and we will get back to you via email as soon as possible during our next business day."
        },
        attachments: false
      }