Sebastiaan Wijchers

Hello Enzo,

How big is the file you're downloading in Zendesk? Is it 1.9MB like the original, or way smaller?

You should POST the file, there is a curl example in the documentation:
https://developer.zendesk.com/rest_api/docs/support/attachments#upload-files

What's the response body of the call to '/api/v2/uploads.json'?

With kind regards,

Sebastiaan
Sparkly ⭐

Hello Mia,

What you'd like to change is called the 'recipient' address. As far as I know you cannot do this with triggers.

I've built some (private) custom solutions in the past, but there's a public one by Zendesk in the marketplace:
https://www.zendesk.com/apps/support/select-an-address/

It doesn't automate it for you (although the paid tier might), but it allows your agents to change this address. Which isn't possible in the native interface.

With kind regards,

Sebastiaan
Sparkly ⭐

Hello Tamara,

Options are very limited, so colored text or backgrounds will be stripped. Only the basic table structure will remain.

With kind regards,

Sebastiaan
Sparkly ⭐

Hello Pascal,

It's correct you cannot manage the width of columns, it will somewhat auto-adjust to the content of the columns. Zendesk will strip any properties that would set the width of a column, so that's currently not possible to pull off with the app.

I just did a quick test and the table remains intact in Gmail:

And Outlook (on Windows):

What email client(s) are you experiencing problems with? Does any other (native) markup like lists or quotes remain intact?

With kind regards,

Sebastiaan
Sparkly ⭐

Hello Elizabeth,

All communication to the requester (unlike CCs) is fired by triggers. So you probably have a trigger with the condition "Ticket is Created" and the action "Email user (requester)".

I found a similar question with answer here:
https://support.zendesk.com/hc/en-us/community/posts/360004411587-Trigger-when-ticket-submitted-on-requester-s-behalf

I think it can also be done with a new trigger with these conditions:

And in your original trigger you would add the condition "Current user is (end-user)". But please test it if you want to go down that road. I think it should work, but I haven't tested it!

With kind regards,

Sebastiaan
Sparkly ⭐

 

When you delete a ticket, you can still recover it (within 30 days) in case you've made a mistake.

A deleted user can't be recovered, only permanently deleted. I'd love to see the functionality (both in the UI as API) to recover a soft deleted user.

With kind regards,

Sebastiaan

You're welcome, and don't worry!

If you want to know more about the date helper and formatting etc, you can have a look at the documentation:

https://developer.zendesk.com/apps/docs/help-center-templates/helpers#date-helper

Hey Stefano,

When you go to 'Customize design' and click the 'Edit code' button of your theme. Look for the file: 'home_page.hbs'

Starting at line 39 you'll find something like this:

    {{#if promoted_articles}}
      

        
{{t 'promoted_articles'}}

        

          {{#each promoted_articles}}
            

              
                {{title}}
              
            

          {{/each}}
        

      

    {{/if}}

Now you can edit the line with {{title}} to something like this:

{{title}} - {{date edited_at}}

To get this result:

You can also use something like {{date edited_at timeago=true}} so it will display '10 minutes ago' and you probably want to make it look better. Maybe on a new line and with a smaller font or so.

 

Jonathan was quicker, but I wanted to suggest the same. You can use a Mail API like text:

That will solve the ticket when they add that exact phrase to their reply:

Hello Jeff,

That's currently not possible. Once it is, I'll make sure to add it to the app.

With kind regards,

Sebastiaan