Julian Din

Hi

This is quite a specific request and i believe this problem requires custom solution. It for sure can be solved using Zendesk webhooks and triggers functionality. I will share my possible approach below.

To begin with, if addresses in subject are always in static form, example - "AP not working, address:Wall Street 11" you can extract address within the triggers/webhook body using the Liquid syntax (split the subject by "address:" and extract the second element in array) this will provide exactly the "Wall Street 11" part. Of course you can always use the custom ticket text field like "Address" and simply extract address using the custom ticket field placeholders.

Then you can either create own endpoint or use some existing Google Maps integrations / API endpoint (im not familiar with them). Zendesk Support Trigger is activated (any ways of activation, checkbox within ticket, ticket Solved etc.) and notifies the Webhook. Inside the trigger we send basic JSON with some data and address towards the endpoint. Endpoint/your own webhook/server will process the address and adds it to some sort of suitable output - custom local webpage with the same image you provided or any similar.

With custom endpoint, within the same Webhook activation trigger in JSON body you for sure can add additional customer information (name, status, subscription, organization) to provide and add more information to the point on the map/image.

Hi Susana

Had similar issue some time ago. It is not possible to completely disable the rich content inside the tickets (contacted Zendesk support). However, it is possible to change Rich content to Markdown language (Center > Settings > Objects and rules > Tickets > Settings). This helped us.

Hi Caitlin

You can use something like 

{{ticket.requester.first_name | slice: 0,3}} {{ticket.requester.last_name| slice: 0,3}}

To get only the first three symbols of both parts.

And all in uppercase:

{{ticket.requester.first_name | slice: 0,3 | upcase}} {{ticket.requester.last_name | slice: 0,3 | upcase}}

Sources:

https://shopify.github.io/liquid/filters/slice/

https://shopify.github.io/liquid/filters/upcase/

Hi Kyle

Just used a similar solution to yours.

You can use the {{ line | url_decode }}, it will remove + symbols and all other previously encoded symbols.

{% assign address = ticket.ticket_field_1260825395049 | url_encode | split: "%0A" %}
{% for line in address %}
{{ line | url_decode }}
{% endfor %}

+

https://support.zendesk.com/hc/en-us/articles/4411973772186-What-does-the-Null-option-mean-in-my-Explore-filter-. "Sometimes it is not useful and does not apply to the filter at all." - Yes. What is the point in null agent, when you look for agent based stats? What is the point of null organization when you look for organization based stats? What is the point of null valued channel when you look for ticket channel stats? Just to look at empty tables.

And it can not be removed. And it is always on top :) Quite an issue.