Nicholas Deary

Ok, thank you. I'll give this a go!

My goal for this is: if there is a new ZD ticket that has not had a public response to the customer from an agent in 20 hours. It doesn't matter what status the ticket is. To do this, I'm combining a trigger with an automation. This is what I have set up so far, but looking for recommendations to improve it:

(Part 1) Trigger: all tickets with a public reply have the "first_reply" tag added to it.

Is "Agent replies" the best condition to use or is there something better?

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(Part 2) Automation: ticket is older than 19 hours but less than 20 hours. Doesn't have the "first_reply" tag. Action is to send a webhook message out to Slack as SLA warning. Adds "first_reply" tag as a nullifier so that there isn't an endless loop.

Again, are there better conditions to use for this?

Thank you.

Would it be something like this?

{
  "text": "This ticket has breached SLA. Someone please take it! \\n {{ticket.title}} \\n {{ticket.link}}"
}

Hi,

I'm not using any custom headers for my webhook preset for Slack, but just looking for a simple JSON template to use in the "JSON body" section to send an SLA warning breach to a Slack channel. I'd like to include:

• Text mentioning that this ticket has breached SLA
• The URL of the Zendesk ticket

Thank you.

Two related questions:

1. Is it possible to create a user group structure for customers, such as how this can be done for internal support accounts? Use case would be to have both an "admin" and "regular" user group which would control prefs like who can view others' tickets, and who can create new tickets. If user groups cannot be applied, are there any workarounds to do this in bulk rather than having to manage for each customer account?

2. The default permission on a customer's account is they can only view their own tickets, but this can be changed to view other tickets either at account level or Org level. But is there a way to just set it by default for all customers that they can view all other tickets in their Org?

We have enabled the request dashboard for some of our end user customers to view all the tickets in their Org. Whilst they can view anyone's tickets, they can only add a reply if their email address is CC'd first.

I get that this is probably done as a sort of security preference, but is there a permission to allow replies on any ticket in the Org by default?

I see that there are only the two permissions below, so I assume this isn't a option at this time?

If not, please consider this a feature request, where this permissions could be applied to only a small group of end users who manage their Org.

Thank you Ahmed Zaid. I'm in the Guide Admin settings but do not see the customise button in the instructions. I have admin permissions for ticketing, but perhaps I don't have the correct permissions in the Guide module? 

Please see pic below. Can this be modified so that it shows different ticket properties in this view? Kind of like how internal ticket view pages can be filtered to show specific details of each ticket.

We have two potential triggers that can fire when a each ZD ticket gets updated with a customer response:

1. Send a webhook to Slack (this powers a custom chatbot in Slack).
2. Send a Slack message via the Zendesk integration to an internal channel to notify the agent that the ZD ticket has been updated.

Only the first trigger fires for ticket created via the custom bot. For tickets created via email rather than the custom bot we use, it does fire the second trigger in that case.

So I guess only one trigger can ever be prioritised with a single ticket update? Are there any workarounds for this?

That looks like it's worked. Thanks a lot!