Janais Rule

Hello, here's how we figured out to update the requester to the end user CC'd.

Our use case: We create tickets on behalf our customers and we don't want them to see it because it maintenance.

So we email our support email and CC the dummy end user we have for that organization.

The the trigger runs based on received at abc@zendeskdomainemail.com & ticket is created.

• Have/create a Webhook to update the ticket – Screenshot below.
• Trigger JSON code:

{
   "ticket": {
       "requester_id": "{% for cc in ticket.ccs %} {{cc.id}} {% endfor %}"
   }

}

Webhook: (add your domain where my white block is).

Hope this helps others for the immediate need!

I'm trying to add the follower as a calculated attribute – can anyone help piece this together?

This is from the Explore Functions Article

I've tried this………..
LOWERCASE(Ticket.Follower_Names)

LOWERCASE{{"Ticket.Follower_Names"}}

VALUE {{Ticket.Follower_Names}}

Find [Ticket Follower Names] and Find [Ticket Follower Name]

{{Ticket.follower_names}} and Ticket.follower_names and [Ticket.follower_names ]

I know for a fact it exists somewhere because I tested this code in an internal reply and it pulled my name on the test ticket I listed myself as the follower:

I really hope the “doesn't exists in the dataset” error is not the end-all result.

Thanks Nicole,

However, that's our issue - we need to assign the customer as the end user so the tickets are linked back to the organization.

Customers can only submit tickets to our “customer support form” based on the checkbox you show, but since our team creates the tickets for the internal project work and lists the customer as the end user, we're running into a speed bump.

This was not an issue in the past because the Help Center was not live. We're rolling it out to our customers in July and need a way to continue creating our internal tickets, but hide the forms from the my requests view if it's not the “customer support” form.

Hello Community,

We only allow our customers to submit tickets on Form ABC. However, we create internal tickets on forms JKL, PQR, and XYZ. is there a way to hide tickets on forms JKL, PQR and XYZ from appearing the in end users “my requests” page?

requests_page.hbs

I am using the Copenhagen Theme version 2.19.4