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Kristie Sweeney

Zendesk Documentation Team

2025년 3월 19일에 편집됨

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      ToursByLocals Support

      Thanks Jakub, unfortunately custom agent roles are available in the Enterprise Suite only.

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      Jakub Tabaka

      Hello 7798667149082 

      We are also using Proactive TIckets and there is no need for administrator role. All you need to do is create a custom agent role (Admin centre - people - roles)  and enable them to add views. As the proactive tickets automatically creates a view once tickets are generated, the person who is sending tickets has to have the right permissions to create views.
      Let me know if you encounter any other issues

      Regards

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      ToursByLocals Support

      It seems that only Admins can use this app?

       

      Agents get an error, 

      “You are not authorized to create ticket views. Contact your Zendesk administrator.”

       

      We don't even want to the View created, so it's irritating that this is blocking Agents from using the app.

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      Jakub Tabaka

      1263082147469 please see my above post. This is how the app works, I believe it's a glitch that hopefully can be addressed by your devs?

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      Jakub Tabaka

      Hello Max

      I have a solution for:
      - You open a proactive tickets app
      - then you select your customer base
      - then you click the tickets, and click on “Create XXX tickets”
      - then please scroll to the bottom 4. Select a macro. You select the desired macro and click on the “previous” button in the bottom right corner, followed by “Create XXX tickets” again

      THE MACRO DESCRIPTION will fill in automatically.

      You then have to fill in a few mandatory fields (marked in red) such as campaign name, group and assignee and ticket status.
      - once you're done click on NEXT, double check everything on the next screen and then SEND

      Let me know if this hasn't resolved the issue, but I believe it will !

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      Max Eckmann

      Hi,

      Our team is still unable to use macros in proactive tickets, as the description field remains empty when applying a macro.

      Is there any update or workaround available?

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      Gab

      Hi Jakub, 
       
      Thanks for sharing that workaround! I've taken note of this and will definitely be passed on to our Devs. 

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      Jakub Tabaka

      Hello Gab, many thanks.
      However I did resolve it myself.... 

      It was one of the custom fields - we called it "customer query". We ticked the option that says "required to solve the ticket". Seems the app was unable to override this and without customer query value it was unable to solve tickets, unlike triggers - they can do it. I added customer query into the macro and this has resolved the issue.
      Maybe something to pass on to your developers?
      Thanks

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      Gab

      Hi Jakub, 
       
      I've created a ticket on your behalf where we can further discuss your use-case. 

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      Jakub Tabaka

      Out of 7 end users, only 1 received the email. I tried many times. I selected different users and always get this error. Only one email - my personal google account - is able to receive any emails and it works, no other ones work! Please help

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