Autoresponder Trigger Not Being Recorded in the conversation!?

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6 Comentários

  • Kyle Davis

    Is the autoresponder adding an internal or Public "Note" in the ticket or is it just emailing someone?

    If it is emailing someone, it will not show in the ticket tread. It has to add a note into the case.

    Can you provide your trigger setup?

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  • Shane Smith

    I've created a screen record and narration as it's a little too large to screenshot a JPG :0)

     

    https://soapbox.wistia.com/videos/FncvQgNNEp

     

    It's not adding a note, but I can't see the option to do that.

     

    Shane.

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  • Kyle Davis

    Hi Shane,

     

    I'm sorry, but I was mistaken. I looked at the triggers again and there is no way to have it add a note into the case that the trigger happened. There is not an action that says "Add Note". This would have to be a request for Zendesk to add one.

    However, if you go into the ticket on and switch to "Events" , you'll see that the trigger did happen.

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  • Thomas de Silva

    Hi Shane Smith and Kyle Davis

    It is actually possible.

    First, you have to set up an API key.

    Then create an HTTP target that "PUT" "JSON" into the following endpoint: https://yoursubdomain.zendesk.com/api/v2/tickets/{{ticket.id}}.json

    In the trigger that sends out the automated response change the action "Email user" to "Notify target" and choose the target you've created, and insert the following JSON:

    {
    "ticket": {

    "comment": {

    "author_id": INSERT YOUR "author id HERE,

    "public": true,

    "body": "INSERT TEXT HERE"

    }

    }

    }


    #helpsome regards,
    Thomas de Silva
    Zendesk Consultant @ helphouse.io

     

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  • Shane Smith

    That's awesome news, thank you!

    Do you know anyone who can help me implement this?

     

    Cheers

    S.

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  • Thomas de Silva

    Hi Shane Smith

     

    Yes either Zendesk Professional Services or one of the Zendesk Implementation Partners.

     

    Please let me know if you need anything else.

    #helpsome regards,
    Thomas de Silva
    Zendesk Consultant @ helphouse.io

     

     

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