Can I automate an app?

6 Comentários

  • Eric Nelson
    Zendesk Developer Advocacy
    Hey there,

    A good option might be for the app to get triggered on ticket.save.
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  • Pulse

    Thanks Eric! Ultimately I think the script may benefit to not run as a sidebar app and just be something that is in the background. I'll investigate the resource materials further, but if anyone has tips or advice, I'm happy to hear 'em!

    0
  • Dinesh Korgaokar
    Zendesk Luminary

    Hey,

    There no event in app you can trigger when ticket is created. but you can load all the details when agent opens the ticket without clicking on app.  you can trigger the app on load of ticket. 

    Thanks

    0
  • Pulse

    What about using a webhook to parse the data instead? As the data is effectively in JSON format, might that work? (Thinking out loud hoping someone with more experience or skill on the subject might comment!) ;)

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  • Dinesh Korgaokar
    Zendesk Luminary

    Currently Zendesk don't have API to invoke/execute webbook. 

    0
  • Chris Sos
    Zendesk Product Manager

    Hi Pulse,

    Dinesh is right in that there's no direct way to invoke a webhook. However, it's certainly possible to fire a webhook based on a trigger event. More details on how to do this are in this article

    You could achieve this outcome by creating a trigger that could fire off an update with an added ticket tag. This tag could be added either by the app, or by a macro selected by the agent.

    In terms of your original use case though, as Eric said above it might be worth getting the script to execute upon a ticket.save event. This means upon a ticket being saved, the script will run without the agent needing to take any specific action.

    Hope this helps,

    Chris

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