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Rafa D.
가입한 날짜: 2021년 10월 16일
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마지막 활동: 2024년 11월 12일
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님의 최근 활동 Rafa D.
Rafa D.님이 에 댓글을 입력함
That triggers only work for chat, not for messaging. Since messaging tickets don't update through chat transcripts, the inactive trigger won't activate.
댓글 보기 · 2024년 8월 27일에 게시됨 · Rafa D.
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Rafa D.님이 에 댓글을 입력함
I have a solution for this situation, you can read the field value via Liquid markup in a webhook.
In my case, I want to create a new priority field with more options and starting with a number, in order to sort tickets with it.
I also want to change the priority based on the value of another custom field.
I created a webhook to the endpoint ‘https://orenes.zendesk.com/api/v2/tickets/{{ticket.id}}’ and used it in a trigger with the following JSON:
{
"ticket": {
"custom_fields": [
{
"id": 19356697887122,
"value":
{% assign field_value = ticket.ticket_field_20703424763538 | times: 1 %}
{% if field_value >= 1000 %}
"priority_0_critical"
{% elsif field_value >= 500 %}
"priority_1_urgent"
{% elsif field_value >= 200 %}
"priority_2_high"
{% elsif field_value < 1 %}
"priority_4_low"
{% else %}
"priority_3_normal"
{% endif %}
}
]
}
}
Here ‘ 19356697887122’ is the priority field and ‘20703424763538’ the numeric field.
The line ‘{% assign field_value = ticket.ticket_field_20703424763538 | times: 1 %}’ multiplies the field value by 1 to convert from string to number.
The Liquid markup then checks the value and returns the corresponding field tag.
You will need to adapt the code for each case. For changing the group, the code should look like this:
{
"ticket": {
{% assign field_value = ticket.ticket_field_20703424763538 | times: 1 %}
{% if field_value > 500 %}
"group_id": 112233
{% else %}
"group_id": 445566
{% endif %}
}
}
(Note: I haven't tested this last code snippet.)
댓글 보기 · 2024년 8월 13일에 편집됨 · Rafa D.
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Rafa D.님이 에 댓글을 입력함
Hi,
We give support to various websites, some of them share users registered with the same email.
Each one has a different widget but we noticed that all of them show all the history conversations, whetever the website, if the user email it's the same.
How can filter the conversations by brand?
댓글 보기 · 2024년 4월 04일에 게시됨 · Rafa D.
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Rafa D.님이 에 댓글을 입력함
Hi!
There is the detailed solution. I just tested it, and it works fine.
- First create a text field and copy his ID.
- Create a webhook:
PUT https://YOUR_SUBDOMAIN.zendesk.com/api/v2/tickets/{{ticket.id}}.json - Then the first trigger, for get the ID of the assignee, the basic condition is
Ticket Status category > Changed to > Solved
and the action
Notify by > Active webhook > your webhook
with the JSON body
{ "ticket":{ "custom_fields":[{"id": THE_ID_OF_YOUR_FIELD, "value": "{{ticket.assignee.id}}"}] } - Now the second trigger for the follow-up tickets. Conditions:
Ticket Channel > Is > Closed ticket
Ticket Status category > Is > New
Action:
Notify by > Active webhook > your webhook
JSON body
{ "ticket": { "assignee_id": "{{ticket.ticket_field_THE_ID_OF_YOUR_FIELD}}" } }
I hope it works well, otherwise let me know.
댓글 보기 · 2023년 11월 21일에 게시됨 · Rafa D.
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Rafa D.님이 에 댓글을 입력함
Hi Andrea,
You might be able to do it with just two webhooks and triggers.
First, you need a new ticket field to save the assignee ID. Then, use a webhook for PUT /api/v2/tickets/{{ticket.id}}.json with the body: { "ticket": { "custom_fields": [{"id": YOUR_FIELD_ID, "value": "{{ticket.assignee_id}}"}] }}. A trigger should call this webhook when the ticket is resolved.
Now, create a new trigger for follow-up tickets which calls the webhook with a reverse action, transferring the value from the custom field back to the assignee_id.
Throughout the week, if I have time, I will develop it further for you.
댓글 보기 · 2023년 11월 20일에 게시됨 · Rafa D.
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