How to add a popup warning message to organizations / client's tickets?

2 Comentários

  • Beau Padesky
    Zendesk Customer Advocate

    Hello Yaniv,

    There isn't a native function for this, but the Notify app might be worth a look https://www.zendesk.com/apps/support/notify/

    Otherwise, you could create email notification triggers to your agents that enact based on a specific org being set. To account for the scenarios whereby you'd want this to fire I'd also recommend creation of a specific ticket field; the flagged values of which you'd set as the Any conditions in your trigger. This would see the trigger identify for both org and field value and if both are met the trigger would action.

    Beau | Customer Advocate

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  • Yaniv Dayan

    Hi Beau,

    Thanks for your answer. I think that having a popup message for "special" clients is very important and can be useful to everyone. It should be 'built in' in the Zendesk system.

    Here is a workaround that I come up with:

    To add a warning note:

    1. Click on the Organization tab.
    2. Add the tag 'warn_me' under tags.
    3. Add a special note for this client. This note is for the agent only and won't be exposed to the end-user.

     

    Once a new ticket from this organization is created, you will see the following internal note:

    To do so, create a trigger:

     

    And a 'URL Target' Notify Target:

    URL = https://DOMAIN.zendesk.com/api/v2/tickets/{{ticket.id}}.json?ticket[comment][public]=false

    Attribute Name = ticket[comment][body] 

     

    Cheers,

    Yaniv

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